The initial deliverables enable simplified setups of new agents and supervisors in any location, ideal for managing peak or seasonal demands, as well as supporting business continuity, mobile and remote agent strategies. Customer service agents will be able to access the Avaya contact centre agent desktop with Chromebooks through a WebRTC-enabled interface. The Avaya Agent for Chrome solution makes use of thin clients at individual agent endpoints, which is relatively cost-effective and easy to manage.
MeadWestvaco (MWV), a packaging orders and logistics company serving customers in 100 countries from 153 locations, including China, India and Japan, will simplify their customer care operations by deploying the Avaya Agent for Chrome. They expect the solution to contribute to topline growth through increased business continuity, more efficient operations and higher customer satisfaction through first contact resolution.
“As a B-to-B packaging orders and logistics company, all of our customers are high value and we need to be there for them or risk loss of revenue and brand perception. With the Avaya Agent for Chrome in our business centres, our contact centre operations will be staffed and highly efficient - even when we might otherwise face business continuity issues. It’s remarkably simple and equally as powerful – just what we look for in technology to enable better customer engagement,” said MWV's Barry Toole, Voice and Convergence Manager.
The project is one of the latest efforts by Avaya to leverage the WebRTC standard. In addition, Avaya plans to integrate Google Apps for Work in a number of areas to help speed collaboration and enable greater access to key materials shared by Avaya teams.
Google uses Avaya technology internally both to power its global telephony infrastructure as well as to drive its contact centre operations.
“Contact centres are highly dynamic, business critical, functional areas. 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 using our leading contact centre capabilities delivered via our channel and service provider partners and accessible through Chromebooks,” said Joe Manuele, VP, SI/SP, Alliances and Cloud GTM, Avaya.
Google uses Avaya technology internally both to power its global telephony infrastructure as well as to drive its contact centre operations.
“Contact centres are highly dynamic, business critical, functional areas. 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 using our leading contact centre capabilities delivered via our channel and service provider partners and accessible through Chromebooks,” said Joe Manuele, VP, SI/SP, Alliances and Cloud GTM, Avaya.
“As a leading global provider of technology-enabled customer engagement solutions, TeleTech is continually seeking out innovations to help our clients improve their customers’
experiences. The new Avaya Agent for Chrome is an exciting new solution for clients operating in the Avaya ecosystem. Cloud-enabled solutions, like this one, drive TCO savings, increase flexibility, accelerate ramp time and make it easier to implement secure agent desktops.
"We have deployed the Avaya Agent for Chrome internally to support part of our 24x7 Network Operating Center Avaya operations and look forward to partnering with clients for additional deployment scenarios,” added Tom Bowman, VP, Teletech Customer Technology Services, which has offices in Australia, New Zealand and the Philippines.
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