Santa Cruz, CA, USA, Dec. 3, 2019 -- Plantronics, Inc. ("Poly" – formerly Plantronics and Polycom) (NYSE: PLT), a global communications company that powers meaningful human connection and collaboration, announced the introduction of the EncorePro 300 headset and MDA 500QD Series audio processor. These endpoints join Poly's portfolio of voice and video solutions designed to address the needs of the modern-day contact center and ultimately enhance customer satisfaction.
According to a recent Nemertes study1, 55 percent of self-service instances eventually escalate to voice interactions with contact center agents, proving that reliable headsets and cloud communication tools still outweigh the chatbot trend. This means that call center agents and their supervisors are more dependent than ever on reliable, durable technology and audio to hear clearly as they troubleshoot customer problems.
"Growing consumer expectations, ever-present social media touch-points, and brand transparency continue to increase the demand for reliable communication tools within the contact center," said Richard Kenny, Senior Product Marketing Manager for the Contact Center, at Poly. "The addition of EncorePro 300 and MDA 500QD to our portfolio delivers the flexibility and freedom that contact centers need to solve issues clearly and effectively, to drive maximum efficiency and customer satisfaction."
"Today's customer-care representatives are much more skilled and educated. They have to be in order to solve complex, sensitive, and personalized issues that chatbots and self-service knowledge bases cannot address," says Robin Gareiss, president of Nemertes Research, who adds that 70 percent of successful companies are hiring more skilled agents and increasing compensation by 28 percent, according to a recent study of more than 500 companies. "As CX becomes more vital to business success, demand will continue to increase for a diverse set of tools that help agents communicate clearly and efficiently."
Posted by Veronica Silva Cusi, news correspondent
Plantronics offers a complete portfolio of corded and wireless Contact Center headsets. Designed and developed with a variety of wearing styles, corded or wireless, softphone or deskphone, the most advanced sound technologies, and a focus on all-day comfort, the broad Plantronics portfolio offers a proven solution for every contact center need and preference. Plantronics headsets are used in 100% of Fortune companies, and are the only ones currently authorized for use by the FAA. Global coverage backed up by world-class service and support complete the Plantronics story.
Published: Wednesday, December 4, 2019
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