Avaya-Google Partnership On Cloud-Based Contact Center
The days of in-house contact centers that answer your customer service calls may be limited now that VoIP (voice over Internet Protocol) can handle the same tasks dedicated systems used to do. Longtime call center vendor Avaya has begun turning to cloud computing for a few large enterprise deployments. With their shifting focus onto smaller businesses, Avaya is now hosting its contact-center software on the Google Cloud and sending out Chromebooks to customer service agents will talk and text with customers.
This move was announced at the Enterprise Connect 2015 conference in Orlando this week. The program is called Customer Engagement OnAvaya Powered by Google Cloud Platform, and it comes with a subscription-based license and the Customer Engagement OnAvaya software. It is expected to be priced at $140 per month, with details of what exactly this price includes still being hashed out.
Market research firm Frost and Sullivan reported that the cloud contact center market is growing at almost twice the rate of on premises-based contact center systems, which leads Avaya to believe this program came at the perfect time. Avaya believes their new service will be able to scale up in order to meet seasonal demands, and can support business continuity and remote agent strategies. In other words, the program makes it possible to maintain current on-site contact center agents as well as hire more agents that can work from anywhere.
Many contact center agents already work from home, though there exists security risks when not using proper technology. Through the Chromebook distribution of this program, companies can ensure that the devices used for work are used for that purpose alone. Avaya is focusing more and more on unified communications, enterprise Relevant Products, Services mobility, videos, contact centers, and cloud technologies.