At the annual Asia Pacific Avaya Technology Forum, which was held in Bangkok this year, Avaya announced that it has extended its partnership with True IDC, Thailand's Internet data centre and cloud service provider, to launch Avaya Agent for Chrome in Thailand.
According to the company, this marks the first time the Customer Engagement Solution will be made available in the Asia Pacific region.
Avaya Agent for Chrome combines Avaya's contact centre solution, Avaya Call Centre Elite, with a Google Chrome Device. It provides important contact centre management efficiencies and fast, cost-effective access to a full suite of technologies needed for real-time customer response.
Customer service agents access Avaya's contact centre agent, typically using a Chromebook supplied by True IDC, through a highly secure and easy-to-use WebRTC-enabled interface.
Avaya Agent for Chrome Agents can be equipped economically using a Chromebook and headset, which can help the contact centres of Thai businesses prepare for the unexpected, such as sudden spikes in call volume or coping with a natural disaster.
With no native software to download, a new agent can be up and running in minutes instead of days. The application connects to Avaya systems securely, either on-premises or in the cloud. This means customer service agents do not have to physically sit in the same building anymore, nor do they have to install applications on home computers when working remotely.
Avaya said that arming customer service agents with the right tools can help to deliver a compelling experience for customers, and help Thai businesses of all sizes succeed in their growth objectives.
"True IDC will help in accelerating the digital economy by enabling organisations to understand and take advantage of cloud solutions with faster deployment times and affordable investment levels," said Thanasorn Jaidee, General Manager, True IDC. "In partnership with Google and Avaya, True IDC will provide world class communications solutions using a cloud-based Chromebook device from True IDC."
"The ability to ramp up customer engagement capabilities quickly, easily and cost-effectively should be music to the ears of Thai businesses, especially since 2015 has been widely declared the Year of the Customer. Working with True IDC, and more broadly with Google, we look forward to making that a reality," said Ray Teske, Regional Director, SI/SP and Alliances, Avaya.
Sign up for Computerworld eNewsletters.