Page 4 - AvayaExtra Q4 2015

4 Telecom Reseller: Extra Report on Avaya
AvayaAutumn 2015
UPDATE
Avaya with its similarly attuned mission will go experience for our customers.”
a long way in moving the needle on customer “Both Avaya and Plantronics share a common
engagement.”
vision to provide an improved communication
According to a recent survey by the experience on joint solutions, which we believe
International Customer Management Institute delivers value to our customers,” said Joe Burton,
(ICMI),1 71 percent of contact center leaders executive vice president and chief commercial
believe that di culties with systems and o cer, Plantronics. “ e co-developed solutions
Avaya and Plantronics Expand Strategic ine ciency of tools are top contributors to will help streamline access to multichannel
agents’ workday stress. e report also noted that communications, making it a more natural,
Partnership to Simplify Contact Center and being equipped with the necessary resources to intuitive experience for people who may or
Uni ed Communications Services
do their jobs more e ectively and e ciently had may not spend their days at a desk. Our long
the greatest positive impact on performance.
partnership, which marries the best capabilities
“ e number one requirement our customers of both companies, will give Avaya customers
Avaya and Plantronics announced a new co- -- Google Cloud Platform. With this powerful look for is simplicity and ease of use,” said
solutions with unique and di erentiating
development initiative to address the growing combination in play, contact center agents will Mark Monday, vice president and general features to help them work more e ectively and
need for simpli ed communications in contact enjoy seamless voice and non-voice interactions manager of Team Engagement Solutions at e ciently.”
center and uni ed communications (UC) with customers, including chat, email, and SMS.
Avaya. “Increasingly, our customers come
Avaya and Plantronics have a long-standing
environments. e rst initiative under this “Plantronics has been working diligently to to us asking how Plantronics and Avaya can partnership that spans decades. During this time
expanded relationship is focused on ensuring align its classic endpoint business with solutions collaborate to create a better engagement the companies have developed a deep level of
compatibility and tight integration between select that make it easier for agents to positively engage experience. rough this partnership, Avaya
technological integration that has helped fuel
Plantronics headsets and Avaya’s Chrome-based with customers,” said Nancy Jamison, principal and Plantronics are integrating multichannel contact center innovation and create enhanced
contact center apps, including Avaya Agent for analyst, Customer Contact Center group, Frost collaboration capabilities with business processes audio and video experiences for businesses. Most
Chrome and Customer Engagement OnAvaya
& Sullivan. “Expanding the partnership with
and applications for an e ortless engagement
recently, the companies released the Seamless
transfer snap-in as part of the Avaya Engagement
Assistant, which enables people using a
Plantronics’ sensor-enabled Voyager Legend UC
headset, to uidly transition from a mobile call
to a video-enabled Avaya Scopia desktop session
without losing audio. e solution leverages
Plantronics’ proximity APIs with the Avaya
Engagement Development Platform (EDP) and is
an example of how developers can create custom
integration in minutes using standards-based
APIs and the Avaya EDP.
“As an early adopter of Customer Engagement
OnAvaya -- Google Cloud Platform, we see this
collaboration between Avaya and Plantronics as
a win for Summertime Potato Company,” said
Susan DeFazio, director of business processes,
Summertime Potato Company. “Our business is
all about personal relationships, and in a small
business such as ours, our team members wear
various hats. Moving to a cloud environment
will give us the exibility to multi-task while
interacting with our customers and suppliers,
and the tighter integration of our contact center
solution and headsets means less potential
downtime and support issues.” n
More at www.avaya.com

Avaya selects CCT as

“DevConnect Partner

of the Year 2015“

CCT Deutschland GmbH, a Germany-
based software vendor and systems
integrator for uni ed communications
and customer service solutions,
announced that Avaya has selected CCT
as its 2015 DevConnect Partner of the
Year.
CCT has been chosen for its
ContactPro solution which offers an
innovative, uni ed omnichannel desktop,
capable of handling a variety of inbound
and outbound contact center channels.
It enables Avaya customers to increase
customer satisfaction through improved
contact center agent ef ciency and
productivity.
This award is part of the Avaya
DevConnect Partner Excellence Awards
Program, which recognizes signi cant
achievements of Avaya Technology
Partners and their value to Avaya
throughout the past year. The awards
are based on individual award criteria
as well as overall characteristics of
excellence.
“The DevConnect Partner of the
Year award formally recognizes ››
CCT Deutschland GmbH for their