The Contact Centre industry is undergoing a tectonic shift. The shift to cloud is upending the dominance of hitherto vendor market share and technological roadmaps.
Cloud CAGR will be estimated at 25% p.a. through 2024 and already next year it is expected that the Cloud Contact Centre market will exceed the comparable premise one. This shift also points towards a wider array of choices for companies as they look to leverage the scale and agility of Cloud platforms.
Poly, which means “many,” leverages the legendary audio and video expertise of Plantronics and Polycom and its breadth of smart endpoints that connect across and between unified communications platforms to reduce the distractions, complexity, and distance in the modern workspace. Poly aims to be the solution of choice whenever and wherever collaboration clouds reach people.
The power of many is also at the heart of the transformation in the contact centre space as customer engagements multiply exponentially across all interaction channels. The goal will be to elevate channel satisfaction across all channels to the level of the live agent voice channel. As we get better at deploying AI and in blending the customer journey into a true omnichannel experience the volume of interactions that make it through to the live agent voice channel are more likely to both be longer and highly complex.
REMOTE WORK AND NOISE MITIGATION
The brand promise inherent in the social contract between a company and their customers will inherently be put on the spot every day and in every single transaction whether it is in a physical store, online or waiting to speak to a customer representative.
User experience is an evermore important topic in the contact centre in the sense that we need it to encompass the work environment, the workflow on the desktop and within the cubicle or workspace. A large percentage of our customers are also looking at adding more remote workers to their customer interaction channels and with that a new approach to user experience is required.
Noise mitigation is a key concern when discussing user experience and the correlation to customer experience is clear here. Exposure to noise leads to lower productivity, stress, physical ailments such as headaches etc. leading to unplanned work absences wreaking havoc on our capacity planning. Poly offers a comprehensive approach to noise mitigation from soundscaping to active noise cancelling technology and comprehensive born in the cloud management platforms.
Poly recently announced a new Genesys PureCloud integration and compatibility across our Encore Pro and Savi headsets and USB adapter portfolio as with PureEngage. Our extensive line of VVX IP phones are likewise supported across PureEngage, PureConnect and PureCloud. Genesys and Poly customers can now deploy an industry leading voice architecture around Poly headsets, VVX IP phones and software which works seamlessly with Genesys solutions while offering a best in class headset experience on the phone and the desktop.
For more information please visit the Polycom website HERE