Google unveils contact centre offering at Enterprise Connect

Google is rolling out Chrome Enterprise Recommended Contact Centre stacks, built in partnerships with 8×8, Cisco, Edify, Fiv9, Genesys, RingCentral and Vonage. The offering is will be deployed via US reseller giant CDW, starting today.

The solution includes four key features:

  • Secure platform and remote management: Chrome OS is a cloud-first, easy-to-manage operating system that can secure and optimise contact centre while supporting remote agents

  • Validated contact centre solutions: New contact centre solutions optimised for Chrome OS through a new solution track for Chrome Enterprise Recommended

  • Access to virtualisation desktop infrastructure: Assurance knowing Chrome OS and Citrix Workspace is now a Citrix Ready verified solution for contact centre

  • Agent peripherals and devices: New certified Works With Chromebook headsets and a thriving Chrome OS device ecosystem.

Thomas Riedl, Director of Product for Enterprise and Education at Google, said: “These solution providers have optimized their products for Chrome OS working closely with our partner engineering team and are driving innovation within the contact centre industry”

“We are excited about the improvements we’re bringing to our contact centre customers in collaboration with Chrome Enterprise Recommended partners.”

Google has also announced that more devices have been certified via its Works With Chromebook programme, featuring over 15 certified headsets targeted towards the contact centre market.

Breanna Kuhl, SVP of Strategic Alliances at launch partner Vonage, said: “Vonage’s partnership with Google as a part of their Chrome Enterprise Recommended certification program is a natural extension of our commitment to providing businesses with the tools they need to keep their employees and agents connected to their customers and each other – no matter how or where they choose to work.

“The ease of spinning up our VCC solution on Chrome OS devices – with minimal IT support and zero onsite expertise – empowers agents to focus on what matters most — delivering exceptional experiences and engagement that creates happy, loyal customers.”

“The use of Chromebooks within the contact centre has significantly increased in hybrid work environments, providing agents with the simplicity and versatility they need to work from virtually anywhere,” he explained.

“Web-native CCaaS solutions, such as the Vonage Contact Center, are seamless on Chromebooks, and are the perfect solution for businesses that need to provide their agents with easy-to-support, low-cost hardware regardless of location.”

Source: CX Today

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