INTUITIVE SMART SENSORS PLUS INTELLIGENT SOFTWARE BOOSTS PRODUCTIVITY AND SAVES VALUABLE TIME
Plantronics (NYSE: PLT), a global leader in audio communications for business and consumers, today announced the local availability of a new integration capability of contextual intelligence. Originally showcased at Call Centre World in Berlin, Germany on 26th February 2013, the integration of a call centre agent’s audio device and Cisco Finesse call centre management software will streamline contact centre agent workflow and boost productivity.
With the integration, agents using Cisco Finesse software are able to take advantage of contextual intelligence via their physical office environment, while they are wearing a Plantronics sensor equipped headset. To achieve this integration, Cisco has tapped into the Plantronics Spokes™ Software Developers Kit to enhance its Finesse platform and support a more natural way for agents to manage calls. For example, Cisco Finesse will know if and when an agent is wearing their Plantronics sensor equipped headset, automatically logging them in when they are, and logging them out when they are not.
Additionally, each agent’s headset has a serial number which is linked to the Finesse database. When the headset is placed on the ear, the agent is automatically put into the call queue. This is a direct advantage of contextual intelligence at work, eradicating the need for users to physically login or out each time they move away from the computer for a break, resulting in immediate availability and speed. A call centre agent can spend up to eight minutes per day logging in and logging out of a system, meaning that this capability can save users up to 30 hours over the average working year.
“Contextual intelligence is a major driving force shaping and improving communications both today and increasingly in the future. This is another example of how our strategic partners like Cisco and developers can take advantage of the unique smart sensor technology in Plantronics devices to enhance communication solutions and improve business efficiency” said Graeme Gherbaz, Managing Director of Plantronics Pty Ltd.
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