Brands are taking their contact center operations to the cloud at a rapid clip for good reasons, namely flexibility and simple service subscription models. Avaya is working to help midmarket companies make the cloud transition with a new product.
At the Enterprise Connect 2015 conference in Orlando this week, Avaya announced a cloud-based contact center solution that delivers its IP Office customer engagement technology as a subscription service. It’s called Customer Engagement OnAvaya Powered by Google Cloud Platform and it comes with a subscription-based license and the Customer Engagement OnAvaya software. Users can provision Chrome devices and headsets to get up and running quickly.
“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 of Global Cloud Services at 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.”
As it rolls out its new product, Avaya is pointing to data from market research firm Frost and Sullivan. Frost reported that the cloud contact center market is growing at almost twice the rate of on premises-based contact center systems -- 11.6 percent versus 6.1 percent. Avaya believes its Customer Engagement OnAvaya Powered by Google Cloud Platform is right on time.
Avaya said its new solution sends a “value” message to companies looking for hosted models and simple set up for new agents and supervisors. The service scales up to meet peak or seasonal demands and supports both business continuity and remote agent strategies.
Basically, the cloud solution makes it possible to maintain on premises-based contact center infrastructure or download thick clients on individual agent endpoints. That alone drives efficiencies and saves money.
Customers Report Success
Onix Networking -- a Premier Google for Work Technology partner -- is one of the first to pilot and offer the Customer Engagement OnAvaya Powered by Google Cloud Platform. The company is reporting strong results.
“We continue to see our customers transitioning to cloud-based offerings to speed the implementation of business-critical customer engagement services,” said Tony Bianco, president of Onix’s Cloud Computing division. “This offer from Avaya, working with Google, eliminates installation complexity and provides us with access to the industry’s leading contact center software as a cloud service. We anticipate that customers in a variety of industries will be very excited about this product offering.”
Vegas.com, an online travel agency, is also bullish on the technology. Vegas.com is using the Customer Engagement OnAvaya Powered by Google Cloud Platform to offer customers Las Vegas vacation packages. “Customer Engagement OnAvaya Powered by Google Cloud Platform enables us to continue to deliver premium service and support from anywhere at any time,” said Dustin Robertson, chief marketing officer, Vegas.com.
The new solution will come to the U.S. market this spring. It will be available to certified Avaya and Google business partners and Google for Work partners authorized by Avaya.
In other news from the Enterprise Connect 2015 event, Avaya is introducing what it calls the "Era of Engagement Everywhere" -- where productivity rises, revenue grows, customer loyalty thrives, and barriers across time and space disappear. Avaya executives are holding a dozen speaking sessions covering unified communications, enterprise mobility, video, contact center, cloud and WebRTC.