Both Plantronics and Avaya (News - Alert) understand just how important it is for the modern call center to have a very good customer experience. To that end, the two firms have announced that they are deepening their partnership. This new partnership is geared toward making sure that there is better compatibility and easier integration between the two firms’ products. While the plan doesn’t have 100 percent guaranteed success, it appears there is plenty of incentive for the two firms as well as their customers to make it work.
Should the plan come together like the two firms are hoping, it would mean that contact center operators will be able to use Plantronics (News - Alert) headsets in conjunction with Avaya’s Chrome-based contact center applications. Should the integration get pulled off as well as the firms are hoping, there would be features like allowing operators to move between voice, online chat, email and SMS messaging in a rather seamless and efficient way.
“The number one requirement our customers look for is simplicity and ease of use,” Mark Monday, vice president and general manager of Team Engagement Solutions at Avaya, said in a statement announcing the endeavor. “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.”
If the partnership does indeed go as well as the two companies hope, it would be a big boon. In one recent survey, 71 percent of contact center managers said issues with systems and inefficient tools were the biggest road blocks to complete success when it came to working with customers. At the same time, being equipped with the right tools was the most important factor when it comes to a good work environment in the call center market.
Edited by Kyle Piscioniere