Vital Key Players in Contact Centers’ Operations: The Link between Employee Productivity and Technology and System Integration

A success of a modern contact center is made possible through the combination of a lot of factors. One of the key factors though is the state of the art equipment and technology, which a contact center uses in their daily operations. This is why it is considered necessary to invest on this element for a contact center to be successful. And this was further proven by a Jabra-Frost & Sullivan study.

79% of all contact managers and 89% of the large contact center managers, who participated in the Jabra and Frost & Sullivan study, believe that technology plays an important role in the improvement of agents’ productivity. In fact, it is vital for a business’ success that all existing equipment and headsets are accurately integrated.

A successful purchase would require a versatile headset or audio end point, which have the ability to seamlessly integrate with the center’s current technology in use. In addition to that, a time-efficient solutions, which delivers not only comfort but as well as high sound quality, is obviously a successful purchase.

Developer Relations and Alliances and Avaya Vice President Eric Rossman believes that there is a positive impact, both on the customer and contact center agents, if there is a perfect integration between the communications systems and the headsets used. He said that customers will most likely experience customer satisfaction and agents will improve the quality of service they offer and reduce stress in the process. Furthermore he said, “Jabra’s headsets have been tested for compatibility with Avaya solutions through our rigorous, DevConnect evaluation process, to help provide agents with reliable hands-free communication that saves time and increases productivity. 

Most contact center managers, who participated in the study, strongly backed up the importance of having quality headset and technology in attaining optimum productivity in their operations. Based on the study, here are the statistics that came out:

• 21%: opted budget over technology
• 81%: choose intuitive software solutions for their contact centers
• 97%: considers compatibility as the most important feature in their business processes

Jabra Vice President of Marketing, Products and Alliances, Holger Reisinger is pleased with the results. He said, “I am glad to see these results. It confirms our business model and proves that our efforts of ensuring headset compatibility now positions Jabra as the preferred contact center headset partner. Contact center managers all across the world may rest assured that with a Jabra headset, they also get the assurance of investing in a portfolio of dedicated contact center headsets with the world’s highest degree of phone system compatibility.

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In choosing a provider, majority of the contact center managers knows that products and services are not created equally but amidst that, they find it necessary to consider two critical factors before making the choice, which are:

• Compatibility of software and hardware
• Intuitiveness of software and hardware

22% of larger and 32% of smaller contact center managers, who see advanced technology as an obstacle in their center’s performance, is due to two factors, which are:

• Complexity in usage
• High maintenance requirement

The great thing about Jabra products is that before they are even made available in the market, these obstacles have already been countered in the company’s research and development facility, found in Ballerup, Denmark. This process is called the Jabra products development phase.

In the Jabra products development phase, the company’s different technology processes as well as those of the company’s partners are taken into consideration. This makes sure that Jabra headsets are compatible with other telephony and unified communications platforms and products. In fact, it is through Jabra’s method of working closely with its partners that the company is able to ensure compatibility of its products with others.

Frost & Sullivan Industry Analyst Brendan Read admitted that he was surprised, but not shocked, with how many contact center managers view advanced technology. In addition, he said, “New technology is meant to make jobs easier, not harder. This shows that the industry needs to do a better job of creating reliable, easy-to-use software and demonstrating its ease-of-use and benefits to its customers. Jabra is taking the right step by incorporating this knowledge into its product development.”