Live Voice in an AI Age


The nature of customer care and the role of voice within the contact center is changing. As the volume of interactions grow exponentially across all channels, voice is holding steady. The industry is getting better at resolving issues or queries before they reach the live voice channel. This was one of the themes covered at the recent 2019 Genesys APAC Partner Conference in Thailand.

And the industry itself is changing. As contact centers transform to meet the evolving omnichannel needs of customers, the goal is to elevate channel satisfaction across all channels so it matches the levels of a live agent voice channel. As we get better at deploying artificial intelligence (AI) technologies and blending the customer journey into a true omnichannel experience, the volume of interactions that make it through to the live agent voice channel are likely to be longer and more complex.

AI, Remote Work and Noise Mitigation

The brand promise between a company and its customers will inherently be put on the spot everyday —and in every single transaction — whether it’s through a physical store, online or waiting to speak to a customer representative. This means that the user experience becomes even more important in the contact center, as a way to encompass shifting work environments, the workflow on the desktop, and working within a cubicle or workspace. A large percentage of companies also want to add more remote workers to their customer interaction channels — and that requires a focus on user experience.

Noise mitigation is a key concern to improving the user experience as well as customer experience. Exposure to noise leads to lower productivity, stress and physical ailments like headaches. All these factors lead to unplanned work absences that wreak havoc on capacity planning.

The ability to stay focused while on a highly complex call and receiving customer insights and analytics real-time from the Blended AI assistants by Genesys, means that its time to rethink the last three feet, those that connect your representative with the customer.

Pivot to Cloud with Genesys and Poly

The transition to cloud is well underway in the contact center space. This factor and the customer experience were recurring themes at Enterprise Connect 2019 in Orlando. The industry must focus on voice as an interface outside of the live voice channel.

At the show, Plantronics announced it will transform into Poly, a technology company focused on the human experience of communications and collaboration. Poly, which means many, leverages the 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 offers a comprehensive approach to noise mitigation — from sound scaping to active noise cancelling technology and comprehensive born-in-the-cloud management platforms.

Drive enhanced user experiences with Poly and Genesys

Poly integrates with the Genesys® PureCloud®  and PureEngageTM platforms across our headset and USB adapter portfolios. The extensive line of VVX IP phones also are supported across the PureEngage, PureConnectTM and PureCloud platforms. Genesys and Poly customers can deploy an industry-leading voice architecture around Poly headsets, VVX IP phones and Software to offer a best-in-class voice experience over the headset, desk phone or softphone.

For more information and to learn more about our devices, please visit our storefront on the Genesys AppFoundry Marketplace and on our site at

This blog post was co-authored by Peter Jakobsen. Peter serves as the Director – Global Alliance Go-To-Market for Poly. Peter’s team orchestrates the Global GTM for the contact center and UCC Alliances partners. Prior to joining Poly, Peter spent several years with Cisco Systems based out of Singapore, where he led Cisco Collaboration, Customer Care and Video Solutions Marketing teams inclusive of Tandberg in APJ. Jakobsen was also part of the APJ Collaboration Management Team and the Global Collaboration Architecture Marketing Board.