Avaya recently announced it is working with Google on innovative contact center solutions for businesses.

The collaboration combines Avaya’s expertise in customer engagement technologies with Google’s expertise in Web applications and Chromebooks. The initial project provides new contact center agents with simple set-up in any location so businesses can better manage peak or seasonal demands, support business continuity, and enable mobile and remote agent access. Customer service agents will be able connect to the Avaya contact center agent desktop via Chromebooks through a WebRTC-enabled interface– eliminating the need to download software for individual agent endpoints.

As part of the project, Avaya will leverage WebRTC to further enable communications and collaboration. Avaya also 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 center operations.