![]() Many of our joint global customers requested this integration to simplify processes and improve the user experience within their contact centers and thus the overall customer experience. Now when customers deploy a Plantronics USB enabled headset and Plantronics Hub with Genesys WDE, they will receive integrated call control functionality as well as full visibility and management through the optional Plantronics Manager Pro service. Plantronics is pleased to announce that we’re deepening our ongoing partnership with Genesys by offering a new integration between the Genesys Workplace Desktop Edition (WDE) application and Plantronics headsets through Plantronics Hub 3.10. And despite the cla ims that email is the method consumers most prefer for communicating with a business, a call is rated highest when the consumer’s need is the greatest.” In fact, a recent Benchmark survey, commissioned by Plantronics, DMG Research LLC concluded that “… the study makes it clear that providing outstanding phone and email-based service and support is a business imperative. ![]() ![]() This is a key reason why Plantronics is now partnering even closer with Genesys. One thing that is also clear from my interactions is the focus on voice as a key channel for customer delight and differentiation in combination with new technologies and delivery methods. As a re sult, I was not surprised when I recently learned that one of the major global banks had hired a Customer Experience Officer to address this. The speed of business, customer expectations and the proliferation of engagement channels, are driving a sea of change in the customer contact industry. In the past months after engaging with customers from different industries and continents, it is clear, that we are at an inflection point when it comes to customer service and experience.
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