Avaya and Google: An Exciting Collaboration of Two of the Movers and Shakers in the Industry

Avaya and Google announced one of the best news, companies which are using Avaya Call Center solutions, could ever have for the year 2014. Aiming to simplify all the complications that come along with the industry, the collaborative effort of both big-timers focuses on going back to basic- the completion of enterprise’s business objectives, which most usually point out to three things: business growth, operations’ high quality and efficiency, and improvement in customer experience satisfaction.

In order to address these three objectives, Avaya Agent for Chrome was introduced. By integrating Avaya Aura Call Center Elite with Chromebooks, this resulted to the birth of an amazing solutions. The solutions that entails cost-effective method in improving the efficiency and speed of the enterprise’s response to customers’ needs, through having access to helpful and innovative technologies. This solutions shows the best quality of both Avaya and Google, which are customer engagement expertise, and web application and device messaging leadership, respectively.

Considered the alliance’s proof in leading the communications industry for this century, Avaya Agent for Chrome is an application specific for Chrome that will enable agents to make use of all the tools present in Avaya Aura Call Center Elite, when managing voice calls. This solutions is not location-restricted and phone-specific, making it very flexible. Understand more what Avaya Aura can offer here.

The use of this solutions is simplified and made easier, especially with the tools, which can be accessed anywhere, and the existence of Chrome Management Console, which can help the IT department in administrating the entire system. Together with its automatic updates and security from malware and viruses, convenience is what the different contact centers will be experiencing with the use of this solutions.

Avaya Agent for Chrome also addresses some of the most prominent issues contact centers have been experiencing for years now. Some of these problems or needs are:

• Seasonal capacity
• Technology refresh
• Mobility problems

Downloading native client software to endpoints are also not necessary anymore. For other Avaya products, check our store.

When it comes to the technical capabilities of the solutions, using WebRTC interface in a Chrome environment, voice calls and other similar communications is made possible. With mobile devices, landline phones, and headsets as options to choose from, flexibility is the new best word introduced in the industry. And since calls can be taken from these three methods, shifting from one device to another is possible when needed, especially in case of slow internet connection for internet-enabled calls. And finally in an effort to improve the agents’ rapport and engagement with the customers, valuable information about the customers are made available through a simple screen pop.

Avaya Agent for Chrome can be accessed by simply logging in to the system. No need for complicated procedures when using it. This is Avaya and Google’s gift for all contact centers all over the world with the goal of leveling up the customer engagement of agents today. And with the use of Avaya Agent for Chrome, more developments and improvements are expected from the industry.