Plantronics and Avaya Expand Strategic Partnership
November 18, 2015 — Santa Cruz, CA
Avaya and Plantronics Expand Strategic Partnership To Simplify Contact Center and Unified Communications Services
Plantronics and Avaya have announced a new co-development initiative to address the growing need for simplified communications in contact center and unified communications (UC) environments. The first initiative under this expanded relationship is focused on ensuring compatibility and tight integration between select Plantronics headsets and Avaya’s Chrome-based contact center apps, including Avaya Agent for Chrome and Customer Engagement OnAvaya™ –Google Cloud Platform. With this powerful combination in play, contact center agents will enjoy seamless voice and non-voice interactions with customers, including chat, email, and SMS.
“Plantronics has been working diligently to align its classic endpoint business with solutions that make it easier for agents to positively engage with customers,” said Nancy Jamison, principal analyst, Customer Contact Center group, Frost & Sullivan. “Expanding the partnership with Avaya, with its similarly attuned mission, will go a long way in moving the needle on customer engagement.”
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 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.
“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. “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.”