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Google-Avaya Knot To Launch Cloud Service In The Indian Market

Tuesday, June 2, 2015

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India will be among the first markets globally to receive cloud-based subscription services for a virtual contact centre being offered in a tie-up by the US communications major Avaya and Internet giant Google.

Avaya and Google are expected to roll out cloud-based subscription services in India for the mid-market and large businesses later this year to make virtual contact centre offering cost and time efficient.

The Google-Avaya partnership is being offered under a pilot programme in the US, and the Asian region, led by India, is likely to see this debut, which will enable organizations to go to Google Website and request a subscription for contact centre seats hosted on the cloud.

"This will allow Avaya partners to resell IP Office contact centre available on the Google cloud," Gary E Barnett, senior vice-president at Avaya Engagement Solutions, told ET. "We will reach worldwide overtime but India is one of the first markets globally to get services likely later this year."

The company is bringing its customer engagement technology on Google cloud platform to serve India's mid-market companies (with less than 5,000 seats) and enterprise customers having 5,000 or more agents with an easy-to-use subscription service.

The launch will be in a phased manner worldwide as the communications and networking solutions major feels that the regulatory environment will be one of the key bottlenecks in countries outside the US.

The organizations looking to deploy the service will require agents to equip with Google's Web-centric Chromebook device, an Internet connection and a headset or Avaya IP phone. An authorized Avaya or Google reseller or systems integrator will be able to implement it.

It includes outbound and inbound calling capability and in-built call recording feature in addition to self-service interactive voice response while the customers, according to Avaya, will not need any other applications or server as they are hosted within the Google cloud.

The cloud-based subscription services, Barnett said, will be based on a revenue-sharing or opex model through partners and not directly with Google. The offering will come at a "highly competitive" pricing, he added.

Avaya that competes closely with Cisco will arguably take a dominant position in IP-based telephony services by leveraging Google partnership to make portfolio more cost-friendly, easy to deploy and scalable.

"In our view, this is going to be a game changer in the industry and include team and customer engagement and networking capabilities. It gives us a new platform to reach public cloud with Google, which is one of our top partners," Barnett added.

In a recent report, market research and analysis firm Frost and Sullivan said cloud-based contact centre market is growing at 11.6%, much faster than the in-premise contact centre segment, which is growing at only 6.1% annually.

With companies looking for hassles-free deployments and taking advantage of home-based and remotely-located agents, the customer engagement OnAvaya powered by Google can help organizations with anytime and anywhere customer service, the company said.

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