Customer Engagement OnAvayaTM - Google Cloud Platform
Customer Engagement OnAvaya - Google™ Cloud Platform TM
Let Avaya and Google bring hassle-free customer experience management, flexibility and low TCO direct to your midsize businesses
When leaders in their respective fields combine to deliver a game-changing solution, it’s their customers who benefit the most, with a new cloud-based contact center solution that’s simple to use, brimming with revenue-enhancing features, and can be deployed quickly, easily and less expensively. Customer Engagement OnAvayaTM - Google™ Cloud Platform is the innovative result of collaboration between Avaya and Google. Bring the sophisticated Customer Engagement OnAvaya contact center capabilities to your help desk and customer service agents – whether they’re in the office or working from home – via a monthly subscription fee. No ‘fork lifting’ on-site infrastructure or adding servers. With just a Google Chrome device, headset or Avaya IP Phone, and an Internet connection, your customer service agents and supervisors have access to full-featured Avaya contact center functionality. They’ll stay productive and efficient to help you meet or exceed your customer satisfaction and revenue generation goals.
Capabilities The Perfect Productivity Plug-In
levels of efficiency in your contact center. In addition, to help agents serve customers to the fullest, built-in call
With Chromebook in hand, agents
recording lets supervisors monitor
simply plug in a headset, log in to their
customer interactions and provide
Customer Engagement OnAvaya
guidance to agents in real-time.
application (easily downloaded from the Chrome Web Store), and they’re
Because Avaya is also a leader in Team
poised to be more productive than
Engagement Solutions, you’ll also get
they’ve been before. It’s that easy.
built-in unified communications
Inbound and outbound calling features
capabilities that will help enhance team
connect agents and customers with just
engagement and increase the
a click. Self-service interactive voice
productivity for your office, mobile
response (IVR) options help drive new
and remote associates.
avaya.com | 1
Together, Avaya and Google make it easy to bring powerful contact center functionality to your business.
Cloud-based Flexibility Makes for Better Business
Leave the Management to Us
Starting or moving contact center
infrastructure and customer data in
capabilities to the cloud will do your
the secure and reliable Google Cloud,
customer engagement efforts a world of
you can feel confident that business
good. Customer Engagement OnAvaya
downtime and unforeseen outages are
rapidly installs and easily scales as you
minimized and you are protected
grow. Now you can quickly and more
against loss of data and the resulting
cost-effectively accommodate seasonal
costs and lost productivity they
and geographical variations. All your
inevitably bring.
Enjoy peace of mind. With your
agents need is a Chrome device, a headset or Avaya IP phone, Customer
Avaya Services help maximize uptime
Engagement OnAvaya software, and an
and help you make the most of your
Internet connection, and they’re up and
limited IT resources. Software updates
running. Need to add more agents in
and ongoing maintenance are all
different time zones? The Customer
handled exclusively by Avaya. So your
Engagement OnAvaya solution
IT staff focuses its attention on other
supports up to 250 agents. A simple
critical tasks, without sacrificing your
per agent, per month subscription fee
customer service operations.
is all it takes.
Keep an eye on real-time situations with the wallboard that can be displayed on
Highlights
any monitor. Now you can receive
Skills-based routing – routes all
proactive alerts, see what’s going on,
customer inquiries to the employee who
and react quickly to unforeseen
is best qualified to handle them, based
situations. You won’t miss a beat.
on expertise, and past experience with a particular customer or situation
As Avaya introduces new capabilities to the Customer Engagement OnAvaya
Real-time monitoring – delivers real-
software, you’ll automatically receive
time information, which provides insight
the updates to help you stay at the
into business operations and enables
leading edge of your customer service
immediate adjustment when needed to
goals. Together, Avaya and Google
maximize availability
make it easy to bring powerful contact center functionality to your business.
Historical reports – provides information over longer periods of time, helping identify, measure and pursue opportunities, and discover and resolve issues or outages
2
| avaya.com
Outbound campaigns – enables
Improve Customer Service: For the
outbound voice campaigns, helping
ultimate in customer engagement
make employees more productive and
solutions, go with the global leaders in
providing more opportunities for
contact centers and cloud-based
revenue generation
solutions
Interactive Voice Response (IVR) –
Ease of Management and Business
supports specialized announcement
Continuity: Provide your employees
and call routing treatments
with an efficient and flexible way to deploy and scale a sophisticated
Call Recording – every agent and
contact center solution with
supervisor has the ability to record
Customer Engagement OnAvaya -
calls for training purposes or conflict
Google Cloud Platform
resolution
Learn More Benefits Low Total Cost of Ownership: Deploy Avaya contact center capabilities through a monthly subscription fee.
To learn more about Customer Engagement OnAvaya - Google Cloud Platform, contact your Avaya Authorized Partner, or visit us at avaya.com
Free up your capital for other critical, revenue impacting tasks
Specifications Minimum agents
10
Maximum agents*
250
Maximum supervisors*
50
Maximum UC/Telephony users
1250 (in any combination)
Maximum wallboards
5
Simultaneous agent call recording
Every agent/supervisor up to 250
Remote agents
Yes
Supported Chrome devices
• Chromebook • Chromebase • Chromebox
Supported Avaya phones
Avaya IP 96x1 (H323 IP Phones)
Softphone integration (requires
• WebRTC (included)
headsets compatible with supported
• Multiple headset models available. Plantronics recommended. Visit www.plantronics.com
Chrome devices)
Customer Engagement OnAvaya contact center capabilities include: • Skills-based routing • Real-time monitoring • Historical reports • Outbound campaigns • Interactive voice response • Call recording
• The combined number of agent and supervisors cannot exceed 250
avaya.com | 3
About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabricbased networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.
4
| avaya.com
© 2015 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 09/15 • UC7724-03
Let Avaya and Google bring hassle-free customer experience management, flexibility and low TCO direct to your midsize businesses
When leaders in their respective fields combine to deliver a game-changing solution, it’s their customers who benefit the most, with a new cloud-based contact center solution that’s simple to use, brimming with revenue-enhancing features, and can be deployed quickly, easily and less expensively. Customer Engagement OnAvayaTM - Google™ Cloud Platform is the innovative result of collaboration between Avaya and Google. Bring the sophisticated Customer Engagement OnAvaya contact center capabilities to your help desk and customer service agents – whether they’re in the office or working from home – via a monthly subscription fee. No ‘fork lifting’ on-site infrastructure or adding servers. With just a Google Chrome device, headset or Avaya IP Phone, and an Internet connection, your customer service agents and supervisors have access to full-featured Avaya contact center functionality. They’ll stay productive and efficient to help you meet or exceed your customer satisfaction and revenue generation goals.
Capabilities The Perfect Productivity Plug-In
levels of efficiency in your contact center. In addition, to help agents serve customers to the fullest, built-in call
With Chromebook in hand, agents
recording lets supervisors monitor
simply plug in a headset, log in to their
customer interactions and provide
Customer Engagement OnAvaya
guidance to agents in real-time.
application (easily downloaded from the Chrome Web Store), and they’re
Because Avaya is also a leader in Team
poised to be more productive than
Engagement Solutions, you’ll also get
they’ve been before. It’s that easy.
built-in unified communications
Inbound and outbound calling features
capabilities that will help enhance team
connect agents and customers with just
engagement and increase the
a click. Self-service interactive voice
productivity for your office, mobile
response (IVR) options help drive new
and remote associates.
avaya.com | 1
Together, Avaya and Google make it easy to bring powerful contact center functionality to your business.
Cloud-based Flexibility Makes for Better Business
Leave the Management to Us
Starting or moving contact center
infrastructure and customer data in
capabilities to the cloud will do your
the secure and reliable Google Cloud,
customer engagement efforts a world of
you can feel confident that business
good. Customer Engagement OnAvaya
downtime and unforeseen outages are
rapidly installs and easily scales as you
minimized and you are protected
grow. Now you can quickly and more
against loss of data and the resulting
cost-effectively accommodate seasonal
costs and lost productivity they
and geographical variations. All your
inevitably bring.
Enjoy peace of mind. With your
agents need is a Chrome device, a headset or Avaya IP phone, Customer
Avaya Services help maximize uptime
Engagement OnAvaya software, and an
and help you make the most of your
Internet connection, and they’re up and
limited IT resources. Software updates
running. Need to add more agents in
and ongoing maintenance are all
different time zones? The Customer
handled exclusively by Avaya. So your
Engagement OnAvaya solution
IT staff focuses its attention on other
supports up to 250 agents. A simple
critical tasks, without sacrificing your
per agent, per month subscription fee
customer service operations.
is all it takes.
Keep an eye on real-time situations with the wallboard that can be displayed on
Highlights
any monitor. Now you can receive
Skills-based routing – routes all
proactive alerts, see what’s going on,
customer inquiries to the employee who
and react quickly to unforeseen
is best qualified to handle them, based
situations. You won’t miss a beat.
on expertise, and past experience with a particular customer or situation
As Avaya introduces new capabilities to the Customer Engagement OnAvaya
Real-time monitoring – delivers real-
software, you’ll automatically receive
time information, which provides insight
the updates to help you stay at the
into business operations and enables
leading edge of your customer service
immediate adjustment when needed to
goals. Together, Avaya and Google
maximize availability
make it easy to bring powerful contact center functionality to your business.
Historical reports – provides information over longer periods of time, helping identify, measure and pursue opportunities, and discover and resolve issues or outages
2
| avaya.com
Outbound campaigns – enables
Improve Customer Service: For the
outbound voice campaigns, helping
ultimate in customer engagement
make employees more productive and
solutions, go with the global leaders in
providing more opportunities for
contact centers and cloud-based
revenue generation
solutions
Interactive Voice Response (IVR) –
Ease of Management and Business
supports specialized announcement
Continuity: Provide your employees
and call routing treatments
with an efficient and flexible way to deploy and scale a sophisticated
Call Recording – every agent and
contact center solution with
supervisor has the ability to record
Customer Engagement OnAvaya -
calls for training purposes or conflict
Google Cloud Platform
resolution
Learn More Benefits Low Total Cost of Ownership: Deploy Avaya contact center capabilities through a monthly subscription fee.
To learn more about Customer Engagement OnAvaya - Google Cloud Platform, contact your Avaya Authorized Partner, or visit us at avaya.com
Free up your capital for other critical, revenue impacting tasks
Specifications Minimum agents
10
Maximum agents*
250
Maximum supervisors*
50
Maximum UC/Telephony users
1250 (in any combination)
Maximum wallboards
5
Simultaneous agent call recording
Every agent/supervisor up to 250
Remote agents
Yes
Supported Chrome devices
• Chromebook • Chromebase • Chromebox
Supported Avaya phones
Avaya IP 96x1 (H323 IP Phones)
Softphone integration (requires
• WebRTC (included)
headsets compatible with supported
• Multiple headset models available. Plantronics recommended. Visit www.plantronics.com
Chrome devices)
Customer Engagement OnAvaya contact center capabilities include: • Skills-based routing • Real-time monitoring • Historical reports • Outbound campaigns • Interactive voice response • Call recording
• The combined number of agent and supervisors cannot exceed 250
avaya.com | 3
About Avaya Avaya is a leading, global provider of customer and team engagement solutions and services available in a variety of flexible on-premise and cloud deployment options. Avaya’s fabricbased networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.avaya.com.
4
| avaya.com
© 2015 Avaya Inc. All Rights Reserved. Avaya and the Avaya logo are trademarks of Avaya Inc. and are registered in the United States and other countries. All other trademarks identified by ®, TM, or SM are registered marks, trademarks, and service marks, respectively, of Avaya Inc. 09/15 • UC7724-03
