Avaya, Google partners on contact centre-as-a-service offering

Long standing contact centre vendor Avaya has been using cloud computing provide services large enterprises. Now the company is setting its sights on mid-market customers and is using Google Cloud to host its contact centre software and handing out Chromebooks to agents to communicate with customers.

With the company’s new service is called Customer Engagement OnAvaya Powered by Google Cloud Platform.

Customers just license Avaya’s software for as low as US$140 per person, per month and give each of their contact agents a Chromebook and a headset.

Just what other services are included in that package is still being figured out. But so far, the plan is to start making the service available this spring in to customers in the U.S. from Google and Avaya partners, carriers and cloud resellers.

The partners can come up with their own package combinations and they can either buy or rent the Chromebooks, according to Avaya.

In December, Avaya announced a deal with Google which will see the integration of its Agent for Chrome software with Chromebooks to bring thin client capability to contact centres by using a browser-based agent.

The Avaya Agent for Chrome uses WebRTC.

Read the whole story here

Nestor E. Arellano
Nestor E. Arellano
Toronto-based journalist specializing in technology and business news. Blogs and tweets on the latest tech trends and gadgets.

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