Avaya and Plantronics Expand Strategic Partnership to Address Growing Needs of UC Environments

By CIOReview | Tuesday, November 24, 2015

SANTA CRUZ, CA: Avaya and Plantronics has announced a strategic partnership to simplify communications in contact center and unified communications (UC) environment. The expanded relationship initially focuses to ensure compatibility and tight integration between Plantronics headsets and Avaya’s Chrome based contact center apps, which is available on Google platform. This combination benefits contact center to enjoy smooth and continuous voice and non-voice interactions with customers, without any apparent gap, including chat, email, and SMS.

Recent survey done by  International Customer Management Institute (ICMI) illustrates that 71 percent of  contact centers find difficulty with systems and tools, that does not fit into customers perceptions of costs and benefits. The customers mainly look for resources which is simple and easy to use.

As a part of Avaya Engagement Assistant, these companies have also released the Seamless Transfer snap, which helps customers using Plantronics’ sensor-enabled Voyager Legend UC headset to transform from their mobile call, to a video-enabled Avaya Scopia desktop session without losing audio. With this strategic partnership, multichannel collaboration capabilities are combined to improve business processes and application, facilitating customers with better engagement experience.

“Expanding the partnership with Avaya with its similarly attuned mission will go a long way in moving the needle on customer engagement,” says Nancy Jamison, principal analyst, Customer Contact Center group, Frost & Sullivan.