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