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Avaya, Google collaborate on contact centre solutions

Avaya Agent to run on Chromebooks in WebRTC-session solution

CRM, Business applications, Avaya Incorporation

Avaya yesterday announced it is working with Google on contact centre solutions for businesses.

The collaboration combines Avaya's customer engagement technologies portfolio with Google's background in Web applications. The solutions will also make use of Google's Chromebooks.

Installed solutions will give customer-service agents access to Avaya's contact-centre agent desktop with Chromebooks through a WebRTC-enabled interface. WebRTC is a W3C-defined API that standardises browser-to-browser communications.

"The Avaya Agent for Chrome solution eliminates the need to download thick clients on individual agent endpoints, providing significant management efficiencies and a highly cost-effective means to enable fast access to the full suite of technologies needed for real-time responsiveness to customers," Avaya said in a statement.

"Contact centres are highly dynamic, business critical, functional areas," said Joe Manuele, vice president, SI/SP, Alliances, and Cloud GTM, Avaya. "The flexibility to quickly and cost-effectively equip customer service representatives during peak periods such as the holiday seasons, new product launches and marketing campaigns, can make a significant difference in capturing revenue and improving customer satisfaction. Our work with Google will allow companies to gain that flexibility and cost-efficiency."