Powered by

Cloud Platform Customer Engagement OnAvaya™ Powered by Google Cloud Platform 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 OnAvaya Powered by Google Cloud Platform is the innovative result of collaboration between Avaya and Google. Let Avaya and Google bring Bring the sophisticated Customer Engagement OnAvaya contact center capabilities to your help desk and customer hassle-free service agents – whether they’re in the office or working customer from home – via a monthly subscription fee. No ‘fork lifting’ experience on-site infrastructure or adding servers. With just a Google management, Chrome device, headset or Avaya IP Phone, and an Internet connection, your customer service agents and flexibility and low supervisors have access to full-featured Avaya contact TCO direct to center functionality. They’ll stay productive and efficient to your midsize help you meet or exceed your customer satisfaction and businesses revenue generation goals.

Capabilities levels of efficiency in your contact center. In addition, to help agents serve The Perfect Productivity Plug-In 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 Google Chrome 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 Cloud-based Flexibility Makes for Leave the Management to Us Better Business Enjoy peace of mind. With your 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. Together, Avaya agents need is a Chrome device, a and Google headset or Avaya IP phone, Customer Avaya Services help maximize uptime Engagement OnAvaya software, and an and help you make the most of your make it Internet connection, and they’re up and limited IT resources. Software updates easy to bring running. Need to add more agents in and ongoing maintenance are all different time zones? The Customer handled exclusively by Avaya. So your powerful Engagement OnAvaya solution IT staff focuses its attention on other contact center supports up to 250 agents. A simple critical tasks, without sacrificing your per agent, per month subscription fee customer service operations. functionality is all it takes. to your Keep an eye on real-time situations with Highlights business. the wallboard that can be displayed on 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 Customer supervisor has the ability to record Engagement OnAvaya Powered by calls for training purposes or conflict Google Cloud Platform resolution

Learn More Benefits To learn more about Customer Engagement OnAvaya Powered by Low Total Cost of Ownership: Deploy Google Cloud Platform, contact your Avaya contact center capabilities Avaya Authorized Partner, or visit us through a monthly subscription fee. at avaya.com Customer Free up your capital for other critical, Engagement revenue impacting tasks OnAvaya contact center capabilities Specifications include: Minimum agents 10 Maximum agents* 250 • Skills-based routing Maximum supervisors* 50 Maximum UC/Telephony users 1250 (in any combination) • Real-time Maximum wallboards 5 monitoring Simultaneous agent call recording Every agent/supervisor up to 250 Remote agents Yes • Historical reports Supported Chrome devices • Chromebook • Chromebase • Outbound • Chromebox campaigns Supported Avaya phones Avaya IP 96x1 (H323 IP Phones) Softphone integration (requires • WebRTC (included) • Interactive voice headsets compatible with supported • Multiple headset models available. Chrome devices) Plantronics recommended. response Visit www.plantronics.com • 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 fabric- based networking solutions help simplify and accelerate the deployment of business critical applications and services. For more information, please visit www.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. 4 | avaya.com 06/15 • UC7724-01