Avaya debuts web-based contact center agent for Chrome devices
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Amid the company's Engages Silicon Valley collaboration event on Wednesday, Avaya introduced a web-based contact center agent designed specifically for Chrome devices.
Developed in partnership with Google, the Avaya Agent for Chrome is an WebRTC-based browser application version of Avaya's contact center software, which can be deployed via Chrome management without any additional software required.
The Chrome agent connects to Avaya systems set up either on-premise or in the cloud, and Avaya touted that the entire package deal can be installed within minutes.
Val Matula, senior director and head of emerging products and technology at Avaya, explained in a blog post on Wednesday that customer data (i.e. name, account info and history, etc.) are pushed to agents either through a dedicated app or Web browser while call routing is conducted via Avaya hardware thanks to open APIs.
"Until now, flexibility in the contact center meant either sending agents home with laptops that replicated the enterprise IT environment in the home, or asking agents to install enterprise software on home computers," Matula reflected.
He highlighted the Chromebook's potential to remedy these problems thanks to "low cost, ease of management, all inside a secure environment."
Barry Toole at MeadWestVaco, a global packaging and logistics business (and Avaya customer), elaborated on the work-from-home opportunity in a separate blog post as we move into the stormy winter season.
"Agents can now work from home on their Chromebooks with full Avaya contact center functionality," Toole wrote. "In the event of a snowstorm or network interruption, we can move our operations to any site that has Wi-Fi. Employees no longer need a physical phone and can simply and securely carry out their jobs using only their Chromebook."
Given the bargain basement prices typically associated with browser-based Chromebooks, Toole noted the approach also saves users extra funds when it comes to hardware.
Available now, Avaya Agent for Chrome can be deployed via three interchangeable configurations: within a contact center with an Avaya phone system, remotely with a landline phone, remotely with calls filtered directly through Chromebooks.
Image via the Official Google for Work blog
