Poly’s CEO Joe Burton was in Sydney recently to meet with staff, customers and partners. I had the privilege of interviewing him about the roadmap ahead for the company. Plantronics acquired Polycom for $2 billion at the end of March 2018 and earlier this year at Enterprise Connect, Poly was unveiled as the new brand – the coming together of Plantronics and Polycom. The company prides themselves on the strong engineering heritage they have across their product portfolio. Poly is playing in a large addressable market and these segments include unified communications (UC), video, headsets and contact centres.
Big news last week – Poly and Zoom partnership
At Zoomtopia last week, Zoom announced purpose-built appliances for their Zoom Rooms conference room system. These appliances are custom developed hardware that lets users gather room intelligence and analytics and will simplify installation and management of large-scale conference room deployments. One of the major partnerships for this was with Poly. Joe Burton was on stage with Eric Yuan the CEO of Zoom to unveil the Poly Studio X Series – The X30 (for smaller rooms) and the X50 (for midsize conference rooms).
What is promising about this offering is that the whole concept of launching a meeting by connecting to a screen has become simple. In a world where user experience is everything, simplicity and quality are what end-users expect. The Poly Studio X Series are all-in-one video bars that will simplify the Zoom Rooms experience and will feature Poly Meeting AI capabilities. Some of the features include advanced noise suppression to make it easier to hear human voices while simultaneously blocking out background noise.
For Poly, this is a great partnership given Zoom’s good growth in the Asia Pacific region. Poly is also increasingly deepening their relationships with other major players in the Video and UC market including Microsoft.
Flexible Workspaces and Contact Centres drives the headset market in Asia Pacific
According to JLL, the flexible space sector in Asia Pacific is expanding rapidly. From 2014 to 2017, flexible space stock across the region recorded a CAGR of 35.7% in Asia Pacific – much higher than in the United States (25.7%) and Europe (21.6%) over the same period. When you consider the changes in the modern workplace which include the rise of open flexible workplaces, remote and home working and the rise of freelancers, providing a seamless experience for the office worker will be important – it should be the same for a contractor as it is for full-time staff. As we move into more mobile and agile work practices and with the rise of open offices, headsets will play an important role for the office worker. More organisations across Asia are investing in headsets and whilst it may sound simple to just buy the headsets, it is more sophisticated than that. There is no one-size-fits-all headset and IT managers will have to invest in headsets to suit the persona of employees taking into account the role, workload, use of voice and video services and ultimately their comfort level. Vendors in the headset space are heavily investing in easy-to-use features, more automation, deep workflow integration and machine learning to deliver that experience. The opportunity for headsets does not stop there. In the contact centre space as agents spend long hours on calls, designing the right headset with feature rich AI capabilities will go a long way especially for training and coaching.
The one area Burton emphasised on is how AI and analytics is transforming this market and Poly investing in building these features into the headsets. Some of these examples include:
- Tracking conversations by using analytics to gain insights into long pauses of silence and “overtalking”. The analytics generated from these insights can help for training and coaching.
- AI can help track user behaviour patterns related to noise, volume and mute functions. These patterns can be used to detect problems during the call and could lead to possible training sessions for the agents. It is a great mechanism for supervisors to understand and work through where agents are struggling during the call.
Partnerships to expand their reach into the contact centre markets in the Asia Pacific region will be important. The market for contact centres is seeing a big shift and new entrants are making their presence felt in the Asia Pacific region. Poly will need to capitalise on this and expand their partnerships beyond the traditional vendors to expand their footprints across the contact centre markets.
Asia Pacific – an important growth theatre
The shift to mobility and the cloud has changed everything and is driving a new level of user experience. The ability to offer the same and frictionless experience when on the desktop, mobile device as well as other applications is what is driving fierce competition in the market. Users get frustrated when they cannot launch a video session instantly or when there is poor quality in audio. These may sound simple but addressing these frustrations are critical. Vendors in the UC, Collaboration and Video space are working hard to make sure that the experience is seamless when they are inside the office, out of the office and when they are working in open plan offices. Ultimately users want their daily office communication and collaboration solutions to work seamlessly and to integrate well into the various workflows such as Microsoft Teams.
On the contact centre front, Digital and AI initiatives are taking centre stage in nearly every conversation I have had with end-users. Company-wide CX strategy and customer journey mapping and analytics are what CX decision makers are talking about most. Poly is addressing that segment of the market by providing quality headsets coupled with AI to help in coaching and training by identifying trends and bridging the training gaps. There are new vendors starting to disrupt the status quo of some of the more traditional vendors in the contact centre market and hence deepening the partnerships with these new vendors in the contact centre space will be important.
Poly has a good addressable market to go after in unified communications and collaboration with their headsets and extensive range of video solutions. The most important part will be deepening the partnerships with the wide range of vendors in this space and engineering their products to be tightly integrated with their partner ecosystems’. The release of the Studio X series at Zoomtopia is a good example. I am confident that the road ahead for Poly is promising given the deep engineering capabilities the company invests in and how they are taking their partnerships seriously.