Plantronics Releases Contact Centre Headsets

Plantronics has announced a new family of contact centre headset solutions. In addition, the company announced their next-generation USB audio processors for Plantronics headsets that allows for a more complete audio experience by providing contextual information that contact centre managers can leverage to improve their customer interactions operations.

The customer service landscape has changed. Today’s calls are more complex, making each and every communication between the customer and the customer interactions associate crucial as it can either strengthen or weaken an organization’s brand. Plantronics new solutions are specifically designed to create positive customer experiences that also help attract and retain staff.

A new family of USB Digital Audio (DA) Processors will deliver Plantronics SoundGuard to protect your employees hearing during acoustic shock events. Lightweight and simple to use, DA series audio processors come with USB easy-to-operate connections and Quick Disconnect features so your team can easily switch between workstations. The audio processors, with exclusive contextual intelligence as standard, make possible new efficiencies in a range of areas, such as automation of agent status updates, screen-locking for security when a headset is disconnected, dashboard management of headset inventory and warranty status, tracking of agent use of physical call controls and supervisor alerts to conversational conflict between agent and caller. Alliance integrations with vendors such as Alcatel-Lucent Enterprise, Aspect, Avaya, Cisco, Genesys, Interactive Intelligence and additional third-party software application vendors are expected to enter market during 2015.

“With the rise of social media, smartphones and self-service, customer interactions are now in the public domain. Engaged and prepared customer interactions associates are vital to making every call matter and end in a positive resolution,” said Philip Vanhoutte, Senior Vice President and Managing Director E&A, Plantronics. “With our new portfolio, organizations will immediately see the value of equipment and intelligence that enables operations to be more effective, not to mention creating a positive experience for both the customer interactions associate and the customer.”

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David Dungay

Editor - Comms Business Magazine