Two of the world's leading telephone system and headset providers are teaming up to create a better overall experience for contact centres.
Avaya and Plantronics are teaming up to provide simplified communications in contact centre and unified communications environments.
Their first initiative will focus on focuses on ensuring compatibility and integration between selected Plantronics headsets and Avaya's Chrome-based contact-centre apps, including Avaya Agent for Chrome and Customer Engagement OnAvaya – Google Cloud Platform. The combination provides voice and non-voice interactions with customers, including chat, email and SMS.
"The No. 1 requirement our customers look for is simplicity and ease of use," said Mark Monday,Avaya ’s vice president and general manager of team engagement solutions. "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 multi-channel collaboration capabilities with business processes and applications for an effortless engagement experience for our customers."
According to a recent survey by the International Customer Management Institute (ICMI), 71 percent of contact center leaders believe that difficulties with systems and inefficiency of tools are top contributors to call-center agents' workday stress. The report also noted that being equipped with the necessary resources to do their jobs more effectively and efficiently had the greatest positive impact on performance.