Avaya, Plantronics Bring Contact Centers, UC Apps Together

Avaya and Plantronics are teaming to provide simplified communications in contact centers and unified communications (UC) environments.

The first initiative under this expanded relationship focuses on ensuring compatibility and 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.  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 multichannel collaboration capabilities with business processes and applications for an effortless engagement experience for our customers.”

Avaya and Plantronics recently released the Seamless transfer snap-in as part of the Avaya Engagement Assistant. The offering leverages Plantronics’ proximity APIs with the Avaya Engagement Development Platform (EDP). The companies say it’s an example of how developers can create custom integration using standards-based APIs and the Avaya EDP.

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.

“Both Avaya and Plantronics share a common vision to provide an improved communication experience on joint solutions, which we believe delivers value to our customers,” said Joe Burton, Plantronics’ executive vice president and chief commercial officer. “The co-developed solutions will help streamline access to multichannel communications, making it a more natural, intuitive experience for people who may or may not spend their days at a desk.”

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