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The Next-Phase of Integration Between Plantronics and Avaya

December 15, 2015

Customer experience is the focus of a renewed relationship between Avaya, the multi-channel business communications product company, and Plantronics, the business and consumer electronics company. A new agreement between the two companies extends their partnership and continues efforts to make client experiences better in customer call centers. The co-development initiative will allow for tighter integration and better compatibility between the products and services from each company.

In the decades that have passed since the companies first started working together, they have developed significant integrations between their offerings. Examples can be found throughout their product lineups, including features of Avaya’s recently released Engagement Assistant, which is built with a transfer snap-in that enables agents using Plantronics Voyager Legend headsets to transition from mobile phone calls to video calls through Avaya Scopia desktop sessions, without losing the audio connections.

The new systems are expected to include greater functionality for members of the call center and a system that leverages Avaya’s Chrome-based contact center apps with Plantronics headsets. Additionally, the systems will feature the ability for call center agents to move seamlessly between voice, chat, email, and SMS communications with customers. Additionally, the renewed efforts will be focused on the integration and compatibility between the Chrome-based contact center apps from Avaya and the Plantronics headsets. One of Avaya’s latest Chrome apps is the Avaya Agent for Chrome and Customer Engagement OnAvaya - Google Cloud Platform.

According to a recent survey from the International Customer Management Institute, 71 percent of contact center leaders reported that difficulties with systems and inefficiency of tools are top contributors to agents’ workday stress. The same report indicated that call agents responded that having equipment with the necessary resources to do their jobs more effectively and efficiently had the greatest positive impact on the performances.

The call center industry continues to drive towards better multichannel communications and systems. The efforts of these two companies will continue to be focused on achieving a high standard of communication experiences for customers and call center operators.


Edited by Maurice Nagle

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