Avaya and Plantronics: Customer Satisfaction, Smarter Customer Service

Customer service has historically been a series of selected numbered menu options, in the hope that the right representative with the right answer can be found. But we, along with Plantronics–an electronics company that produces audio communications equipment–believe there’s a smarter way to improve customer satisfaction, one that empowers employees and produces true engagement with customers.

We’re pleased to announce we’re expanding our relationship with Plantronics, and will co-develop simplified Team Engagement and Customer Engagement solutions. The first initiative under this expanded relationship will focus on ensuring tight integration between select Plantronics headsets and Avaya Agent for Chrome and Customer Engagement OnAvayaTM Powered By Google Cloud Platform. Check out more details about this expanded partnership by clicking here.

We’ve been working with Plantronics for more than 20 years. Our relationship is built around the shared vision that meaningful, more productive engagements can happen when you provide simple and highly relevant user experiences.

The Plantronics brand has a pure obsession: Remove barriers to create simply smarter communications. When coupled with our mission to enable engagement, together, our solutions fulfill on the promise of high-quality, personalized experiences.

Happier Agents, Happier Customers

Mobility. Apps. The rise of the empowered consumer. Since the beginning of our relationship with Plantronics, we’ve helped the company address changing customer trends like these, which impact its business and its customers’ businesses.

Most recently, we helped Plantronics increase the efficiency of its comprehensive service center–one that serves customers over voice, email, chat, SMS and video.

With Avaya Customer Engagement Solutions, customers are automatically matched to the available agent with the ideal skill set, based on any number of variables (both from customer perspective and real-time contact center conditions).

The agent is presented with customer interaction history and information, giving the agent the insight needed to respond efficiently and effectively. No more phone tree black holes. No more frustrated service agents. No more fed-up customers. And all of this information sharing happens seamlessly … in around 16 seconds, the average speed to answer customer calls.

Exceeding Expectations

Ultimately, customers expect more from today’s call centers. Sales and service representatives must be more familiar with the customer’s account, communication must occur via whatever channel the customer prefers, and conflicts must be resolved in a timely manner. The integration of Plantronics’ technology with Avaya solutions is a game-changer that gives contact centers the competitive advantage they need to succeed in an evolving customer service market.

Engagement is the catalyst that drives real business results. Today, Plantronics fields some 750,000 voice calls annually, plus a myriad of customer interactions via non-voice channels. Call resolution has gone up to well beyond the target range of 75- to 80 percent, and–perhaps most significantly–customer satisfaction ratings range between 83- and 87 percent.

That’s our goal: To keep our customers ahead of the curve.

We’re proud to be partners with the company, helping prove that engaging interactions can transform call centers to engagement centers, and agents from cost-causers to revenue and brand-loyalty generators.

Read more about our relationship with Plantronics: http://www.avaya.com/usa/imagine/plantronics/

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