Plantronics Announces Contextual Intelligence Integration to Enhance Contact Centre Agent Performance


Friday, March 8, 2013 5:08 am PST


Sydney, Australia

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.


This integration is enabled by Plantronics’ software developers kit (SDK), which provides information such as mobile phone caller ID, mobile phone call state, proximity to a connected PC and headset wearing state. Plantronics launched a developer’s community in May 2012 to provide software developers access to physical aspects of a person’s work life. By incorporating information from the Plantronics Announces Contextual Intelligence Integration to Enhance Contact Centre Agent Performance physical world, context aware software can dramatically improve business productivity. For more information and to download the software developer’s connection (SDK), visit the Plantronics Developer’s Connection at

You can find out more about Plantronics Integration partners here:

Interested in learning more about Plantronics and the Cisco Finesse integration?

Visit Plantronics at Cisco Live 2013, Stand #65 from March 6‐8th in Melbourne.


Plantronics is a global leader in audio communications for business and consumers. For 50 years we’ve pioneered innovations in audio technology, creating solutions that combine superior call clarity and noise reduction with uncompromising quality and service. Originally designed for commercial aviation, today Plantronics products are used by every company in the Fortune 100, as well as by emergency call operators, air traffic controllers, and consumers around the world. From unified communications to Bluetooth headsets, Plantronics products allow you to simply communicate.

Plantronics, Simply Smarter Communications, Smart Sensor and Spokes are trademarks or registered trademarks of Plantronics, Inc. The Bluetooth trademark is owned by Bluetooth SIG, Inc. and any use of the mark by Plantronics, Inc. is under license. All other trademarks are property of the respective owners.

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