Google has launched a contact centre solution built on its Chrome operating system.

The offering has been devised in partnership with 8×8, Cisco, Edify, Fiv9, Genesys, RingCentral and Vonage, Google added.

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.”

Riedl said that new offering brings four key features to contact centres.

  1. 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
  2. Validated contact center solutions: New contact centre solutions optimized for Chrome OS through a new solution track for Chrome Enterprise Recommended
  3. Access to virtualization desktop infrastructure: Assurance knowing Chrome OS and Citrix Workspace is now a Citrix Ready verified solution for contact center
  4. Agent peripherals and devices: New certified Works With Chromebook headsets and a thriving Chrome OS device ecosystem

Google said that the contact center offering can be deployed today via US reseller giant CDW.

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 Chrome OS in contact centres had in fact already been accelerating, particularly as a result of the increase in remote working over the last 18 months, according to TalkingPointz Principle Analyst Dave Michels.

“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.”

It has also launched the Contact Center track for its Chrome Enterprise Recommended partner programme, which features third-party software that is validated for Chrome OS by Google’s engineering teams.

Meanwhile, Google has also certified more devices via its Works With Chromebook programme, which now features over 15 certified headsets targeting the contact centre market.

 

 



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