Google Cloud and a Chromebook might be your next contact center

Written by Cio
  • Cio
  • 3 years ago
The next time you call customer service, you may get an answer from a Chromebook.

The Chromebook won’t answer your questions, but the human who does may be talking through Google’s connected laptop with a headset. And they may be doing so from home.

The days of vast in-house contact centers may be numbered now that pure software and VoIP (voice over Internet Protocol) can handle the same tasks dedicated systems used to do. One of the longtime vendors of call centers, Avaya, has started turning to cloud computing for some large enterprise deployments.

Now, with an eye on smaller customers, the company is hosting its contact-center software on Google Cloud and letting companies send out Chromebooks to agents who will talk and text with customers.

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