Posted by Barry Toole, Voice and Convergence Manager, MWV
Editor's note: Today Avaya is announcing its Avaya Agent for Chrome, a new solution that delivers a web-based contact center application through the simplicity and speed of Chromebooks. Our guest blogger is Barry Toole at MWV (MeadWestVaco), a global leader in packaging solutions. MWV is using Avaya Agent for Chrome to streamline contact center operations for their customer service teams. Please note: this blog post content was updated on December 16, 2014 to include requested changes from MWV and Avaya.
What do perfume dispensers, frozen pizzas, and six pack beverage carriers have in common? Packaging. At MWV, we help shape consumers' experiences with products through packaging for food, beverage, tobacco, beauty and personal care, healthcare, and home and garden markets around the world. We’re everywhere our customers are – operating facilities in 30 countries and marketing our products on every continent. The global nature of our business means that many of our interactions with customers happen over the phone, and we need to make sure we’re offering the best possible experience.
We’ve been using
Google Apps for our business since 2009 and recently simplified our IT environment by introducing 500
Chromebooks across the company. Employees love that Chromebooks boot up in seconds, eliminating the long reboot cycles we experienced with our old PCs. We’ve been an Avaya customer for more than 40 years and see them as the leader in contact center software. When we got the call that they were producing a contact center application for Chromebooks, we jumped at the opportunity. We knew the migration to the
Avaya Agent for Chrome would be seamless because everyone here is already familiar with the Chrome browser; we easily got up and running.
We introduced the new solution to agents in our customer contact center, who take high-value orders, and employees in our logistics group, who coordinate the delivery of raw materials and finished goods. Both groups need an easy-to-use, fast solution that lets them work from anywhere. The Avaya Agent for Chrome eliminates the need to download software, saving time for end users and IT.
The Avaya Agent for Chrome also supports employee mobility. Agents can now work from home on their Chromebooks with full Avaya contact center functionality. In the event of a snowstorm or network interruption, we can move our operations to any site that has Wi-Fi. Employees no longer need a physical phone and can simply and securely carry out their jobs using only their Chromebook. As a result we’re saving costs on additional hardware.
Moving to Chromebooks has helped prepare us for a future that demands fast action and flexible ways of working. We plan to expand the Avaya Agent for Chrome solution to all MWV employees who directly interact with customers — in total, about 100 people in the contact center and logistics groups. As we scale our business to better serve our customers, we look forward to this solution growing with us without adding extra cost or complexity.
