Google launched a contact center solution based on its Chrome operating system.
The offering was designed in partnership with 8 × 8, Cisco, Edify, Five9, Genesys, RingCentral and Vonage, Google added.
Thomas Riedl, Director of Products for Business and Education at Google, noted:
“These solution providers have optimized their products for Chrome OS in close collaboration with our team of engineering partners and are driving innovation in the contact center industry.”
“We’re excited about the enhancements we’re making for our contact center customers in conjunction with Chrome Enterprise Recommended partners.”
Riedl said the new offering brings four key features to contact centers.
- Secure platform and remote management: Chrome OS is an easy to manage, cloud-based operating system that can secure and optimize the contact center while supporting remote agents
- Validated contact center solutions: New contact center solutions optimized for Chrome OS via a new solution track for Chrome Enterprise Recommended
- Access to desktop virtualization infrastructure: Assurance knowing that Chrome OS and Citrix Workspace is now a verified Citrix Ready solution for the contact center
- Peripherals and Agent Devices: New Works With Chromebook Certified Headsets and Thriving Chrome OS Device Ecosystem
Google said the contact center offering can be rolled out today through the US reseller giant CDW.
Breanna Kuhl, Senior Vice President of Strategic Alliances at Launch Partner Vonage, said: “Vonage’s partnership with Google as 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 between them – no matter how or where they choose to work.
“The ease of running our VCC solution on Chrome OS devices – with minimal IT support and no onsite expertise – allows agents to focus on what matters most: delivering exceptional experiences and engagement that create satisfied and loyal customers. “
The use of Chrome OS in contact centers had indeed already accelerated, in particular due to the increase of remote working in the last 18 months, according to Dave Michels, Senior Analyst at TalkingPointz.
“The use of Chromebooks within the contact center has increased dramatically in hybrid work environments, giving agents the simplicity and versatility they need to work from virtually anywhere,” he explained. .
“Web-native CCaaS solutions, such as the Vonage Contact Center, are transparent to Chromebooks and are the ideal solution for businesses that need to provide their agents with easy-to-support, low-cost hardware regardless their location. “
It also launched the Contact Center track for its Chrome Enterprise Recommended Partner Program, which includes third-party software validated for Chrome OS by Google’s engineering teams.
Meanwhile, Google has also certified more devices through its Works with Chromebook program, which now includes more than 15 certified headsets for the contact center market.