PREVIOUSLY PUBLISHED TO TMC NET’S UNIFIED COMMUNICATIONS
In an evolving tech world, contact centers are more powerful than basic call centers, because chatting, e-mailing and texting with a customer base is becoming more effective than traditional calling methods. By joining forces with Plantronics, Avaya will fill the growing need for simplification in contact centers and unified communications.
According to CNN Money, this partnership kicks off with a focus on compatibility that allows communications professional to utilize Plantronics headsets through Chrome-based contact center applications and includes the Avaya Agent for Chrome, as well as the customer engagement on Avaya application on Google’s cloud-based platform, Drive.
The International Customer Management Institute (ICMI) recently reported that 71 percent of all contact centers are suffering from system inefficiencies and missing out on their full performance potential. In fact, call centers with the most growth and success are reported to have been equipped to do so, effectively doing their jobs while impacting and influencing the lives of many through advanced accessibility and efficiency tools.
This same report also explains how customer service has become the new marketing strategy that at work for many businesses and how “contact centers are critical touch-points” for customer-to-brand interactions. Avaya and Plantronics are listening.
“The number one requirement our customers look for is simplicity and ease of use,” said Mark Monday, Vice President and General Manager of Team Engagement Solutions at Avaya. He continues, “Increasingly, our customers come to us asking how Plantronics and Avaya can collaborate to create a better engagement experience. Through this partnership, Avaya and Plantronics are integrating multichannel collaboration capabilities with business processes and applications for an effortless engagement experience for our customers.”
In fact, “Plantronics has been working diligently to align its classic endpoint business with solutions that make it easier for agents to positively engage with customers,” states Nancy Jamison, Principal Analyst of the Customer Contact Center Group at Frost & Sullivan. “Expanding the partnership with Avaya with its similarly attuned mission will go a long way in moving the needle on customer engagement.”
As early adopters and innovators in unified communications, Avaya and Plantronics come together to shift the contact center environment and make communications more personal. Creating solutions that integrate directly into cloud-based platforms, there is no telling what they are capable of. Plantronics are responsible for innovations for quite a few Bluetooth solutions, gaming experiences and dispatch technologies. Collaborating with Avaya will make the impossible possible.