It is no surprise that as the bar set by customer expectation is perpetually on the rise, call centers are reaching for agile, cost-effective solutions that allow agents to engage customers in a contextual and seamless manner. In this light, Avaya announced its subscription-based call center solution Customer Engagement OnAvaya, powered by the Google (News - Alert) cloud.
Users receive the Customer Engagement OnAvaya software with its subscription based license, and if quick implementation is a priority, an agent can be up and running with a chrome device and a headset.
The release is scheduled for Spring of 2015 to select Google for Work partners and in the U.S. to certified Avaya (News - Alert) and Google business partners.
"Avaya is bringing its customer engagement technology leadership to midmarket companies with an easy-to-use subscription service," said Joe Manuele, senior vice president and general manager, global cloud services, Avaya. "Through the power of Google Cloud Platform, Avaya is providing a simple and scalable foundation that allows customers and partners to deploy contact centers faster, and agents to work from anywhere."
By creating a seamless omni-channel experience for agents, more customers find resolution, quickly, while avoiding the frustration of explaining their issue repeatedly. The solution is easily scaled for peak seasons, and if a representative has an issue and needs to quickly confer with a supervisor they can easily do so with the help of a Google Chrome device via a WebRTC-enabled interface and headset.
Aside from scalability and the omni-channel customer experience, by choosing a cloud, software-based solution the need for bulky, on-premises hardware is negated. Operating expenses (OPEX (News - Alert)) get a break while improving customer resolution and retention rates.
Vegas.com currently has the solution in place, and notes "Vegas.com has always pushed the envelope and been an early adopter of cutting edge technology," said Dustin Robertson, chief marketing officer, Vegas.com. "We are constantly shape-shifting so we can provide the best customer experience. Customer Engagement OnAvaya Powered by Google Cloud Platform enables us to continue to deliver premium service and support from anywhere at any time."
It is clear the notion of the customer experience has shifted enterprise focus, as we all know it is cheaper to keep a customer than bring in a new one it is integral to provide each customer with contextual, seamless and all-around positive interactions. It’s no coincidence many are migrating to cloud solutions to do it.
Edited by Stefania Viscusi