Tag Archive for: Call Center

Contact Center Headset Solutions

Contact Center Headset Solutions for 2021

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It’s been a year since the first stay-at-home orders were issued here in the US. I remember how incredibly easy it was for Call One, Inc. and our sister company Hello Direct to transition from in-office to working from home because we had invested in cloud platforms for our ERP/CRM and business communications and collaboration platforms. We’re looking at the best contact center headset solutions for 2021.

8x8 Contact Center Difference Between UCaaS CCaaS Contact Center Headset Solutions

Our businesses utilize 8×8 as our primary voice and UCaaS platform however, we also use Microsoft Teams, Zoom, Cisco Webex, and other collaboration platforms to communicate with our customers, partners, and vendors. Our team has access to pretty much any headset they would like. Many of our team members are using the Poly Voyager Focus UC (MSRP $299.95, currently only $199.95). It was great in our open office environment, and it’s also a great solution in their home office environments. It provides ANC speakers, compatibility with all major business communications and collaboration platforms, wireless connectivity to their computer and mobile device, and up to 12 hours of talk time which is more than enough to cover an 8hr workday. Shop all Poly Voyager Focus Series Here!

For this blog I’m focused on Contact Center Headset Solutions that are available from the leading manufacturers: Poly (formerly Plantronics + Polycom), Jabra, EPOS, Cisco, and JPL.

Compatibility

Poly, Jabra and EPOS are the current leaders globally in the contact center headset solutions space for a reason. Poly has been in the call center/ contact center space since the 1960’s and Jabra is a subsidiary of the GN Group that’s been around for over 150 years. These leaders have deep relationships and integration with all leading contact center on-premise and cloud platforms like Avaya, Cisco, Genesys, NICE inContact, Amazon Connect, 8×8, Five9, talkdesk, twilio, and more!

Poly Voyager Focus UC Contact Center Headset Solutions

Flexibility – Wearing Styles, Corded and Wireless

Headset Wearing Styles – Headsets are available in a variety of wearing styles to include: Single or Dual Ear Headband Style, Over the ear, Neckband (behind the neck) and Convertible options that include multiple wearing styles with a single sku (Headband, Over the ear, Neckband, other).

USB Corded Headsets – As many contact centers shift to cloud-based platforms, there has been an increased demand in USB corded headsets. Manufacturers have developed headsets with USB-A and USB-C connectivity as well as offer UC and Microsoft Teams certified models. Look at available corded USB headsets from Jabra, Poly, Logitech, Cisco, JPL, EPOS and Yealink here!

Dect vs Bluetooth

QD Corded Headsets – Headsets that terminate in a QD or Quick Disconnect (Easy Disconnect for EPOS Headsets) allow agents to change out interface cable to support connectivity to a desk phone, computer, dispatch console, turret and more. There is not a universal cable that allows you to connect a headset to all phones, computers, and consoles. An authorized headset vendor like Call One, Inc. can provide compatibility and help you choose the right interface option.

Wireless headsets today offer a ton of flexibility. They utilize DECT and/or Bluetooth to support multiple connectivity options and provide you freedom to move about your workspace.

The preferred wearing style for most contact center agents is single or dual-ear headband style like the new JPL Element TT3 Avant Monaural and Binaural options that have QD (Quick Disconnect) feature that allow agents to change out interface cable to support connectivity to a desk phone or computer.

Contact Center Headset Solutions
Jabra Engage 50 series

The Jabra Engage 50 series are headsets designed for the digital contact center. The Jabra Engage 50 features a powerful processing chip in the earcup that delivers advanced functionality including call analytic data. A unique, 3 microphone system with intelligent noise-cancelation filters our background noise and breathing sounds, giving callers a superior experience. For greater efficiency and call control, pair with the Jabra Engage Link. The call control unit accessory enables agents to adjust volume levels and mute, speed dial, answer and end calls, and update their status lights at the touch of a button. The control unit is easy to use and designed to stay in place.

Contact Center Headset Solutions Blackwire

The Poly Blackwire Series offer a broad range of solutions that include ANC speakers, USB-A, USB-C, and 3.5mm Connectivity options, UC and Microsoft Teams certified variants, and headset models that align with all budgets. From the entry-level Blackwire 3200 and 3300 Series all the way to the Poly Blackwire 8225 that includes Hybrid Active Noise Canceling (ANC) speakers and microphone that is Noise canceling with Acoustic Fence Technology and meets Microsoft Teams Open-Office certification levels. Check out this video below showcasing Poly Blackwire 8225 vs Barking Dog!

https://youtu.be/cr5ILr2HrhU

Pre-and Post-Sales Support

All leading headset manufacturers along with their authorized partners like Call One, Inc. and Hello Direct understand the challenges of the contact center. Together we can work to support Proof of Concept or Pilots that allow you to thoroughly evaluate headset solutions before you make a purchasing decision. Additionally, for those contact centers looking to deploy wireless headsets, select brands offer Wireless Density Surveys to determine which wireless headsets and how many you can deploy.

Call One, Inc. offers Agent in a Box service to help simplify deployment of headsets nationwide by including all the required components in one box. We can ship headsets to your contact center agents wherever they are (Business and/or Residential addresses in the US). Learn about how Agent in a Box helped one organization deploy thousands of EPOS SC230 & SC260 Headsets, CAVA31 phone cable and ED01 USB Adapters here!

  • How Agent in a Box Delivered
  • How Agent in a Box Delivered
  • How Agent in a Box Delivered

Warranty Service – Most Contact Center headsets include a 1-3 Year Warranty depending on brand and model. In-Warranty Service is available directly from the manufacturers.

Full Line of Accessories – Save money and Increase the life of your headset by replacing accessories like ear cushions, mic screens, voice tubes, wireless headset batteries, and more!

Wireless Headset Accessories

Corded Headset Accessories

Headset Management Software

 As Contact Centers shift to working remotely, a robust CCaaS solution like available from 8×8 is becoming critical, as well the ability to monitor and manage headsets remotely. Most IT leaders understand that you need more than the ability to push out software and firmware updates. Headset Management Software continues to evolve. Today, headset software from select partners allows you to monitor, manage and maintain your headsets. IT can help troubleshoot and fix issues remotely as well as manage deployment and inventory effectively. But there’s so much more! Contact Center customers can improve the customer experience by leveraging the power of analytics to influence business results with unique data captured directly from the headset. Please contact us to learn more about current headset management software.

Poly Lens

 Other Contact Center Services

Call One, Inc. can support contact centers of all sizes. Global Contact Centers may have additional services available directly through the manufacturers depending on size and global footprint. Contact us directly to see if you qualify!

Trade-In Programs – To help simplify the deployment of new headsets, trade-in programs are sometimes enabled to leverage existing headsets by assigning them a dollar amount and using that as a credit towards the purchase of new. Contact us to see if you qualify!

Eprocurement – Our in house Ecommerce team can integrate with your existing purchasing platforms and even help to develop and manage CIF and PunchOut catalogs to help simplify access to the headsets and full line of accessories you need. Contact us to learn more!

Budget Optimization Program – Call One, Inc. offers convenient monthly payment options for your contact center headset needs. We understand the value of positive cash flow and provide equipment financing options to help you make the most of your budget. Contact us to see if you qualify!

CCaaS Solutions – Call Center as a Service (CCaaS) solutions enable you to architect a customer experience that will leave your customers pleased and feeling good about interacting with your brand when they call. They enable a more dynamic business with on-demand scalability, global reach, and easy, out-of-the-box integrations into the widely used software that makes your business run. Contact us to learn which CCaaS provider is best for your Contact Center!

Conclusion

2021 marks 34 years of servicing customers. In the beginning we served primarily call centers and dispatch centers with Plantronics, GN Netcom, ACS and Unex headsets. Today, the contact center manages multiple channels of communications with customers that includes email, social media, chat, voice and increasingly, video. Our long term and very strong relationships with the leading brands and providers give us an additional layer of support when it comes to helping meet your contact center headset solutions needs. If you would like to learn how we can help your contact center, contact us today!

Changes in Poly Contact Center

What Changes Has Poly Seen in the Contact Center?

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We are heading into a year of living and working during a global pandemic. One industry that had to make significant changes is the Contact Center space. What changes has Poly seen in the Contact Center space over this past year?

Today we are joined by Richard Kenny, Sr Product Marketing Manager – Contact Center & Unified Communications for Poly (formerly Plantronics and Polycom) to learn about what they are seeing. Below are some excerpts from our discussion. Watch the video to hear the complete discussion.

Danny: What changes has Poly seen in the Contact Center space over the past year?

Richard: This is one of those significant years where a lot of the trends that we’ve been predicting for a while have suddenly accelerated. We’ve always talked about if you move to cloud and then we started talking a little bit about when you move to cloud. For contact centers that’s turned into two different ways of looking at that. There’s hybrid working from a technology point of view. So, you’re mixing your cloud solution and your on premises solution, and then you also you’re looking at hybrid working from a location view…”

Danny: Does Poly recommend different solutions if agents are working from home vs physical contact center?

Richard: So we think that the solutions that people have got in the office will work as well at home.

Danny: What about this one? (New Savi 7300 Series)

Richard: That would be an awesome one! 30% of call centers are in some sort of financial vertical, and they have a really big focus on security.

Danny: Has Poly seen a change in use of video in contact centers?

Richard: It’s huge, is the honest answer. You know, if you could have predicted a perfect timing for the merger of Plantronics and Polycom, that would have been it. The video is taken off extensively. And that video has been seen as a really big tool for helping keep teams engaged, helping keep teams together.

Danny: Has Poly seen an increase in the need for device management?

Richard: There’s twofold reasons for wanting device management. The first one is you sent everybody home so you can’t see what they’re using anymore. The call center has said they don’t want to be big brother but they do want to guarantee the audio quality…”

Danny: Why should contact centers chose Poly?

Richard: We used to ask about remote agents and you used to ask, “How far away is your furthest away agent?” and people would say, “like 50 miles 100 miles.” We’ve managed a headset that is over 200,000 miles away. So we put the headset on the moon with Neil Armstrong. If you think your agents are far away, we’ve done it further. And what that drives in Poly is this idea of durability, reliability, and audio quality. So if you want the best of those, we’ve proved it through the moon program…

To get all the great information Richard Kenny provided that is not in this blog, watch the entire video. If you would like to schedule a proof of concept or pilot of Poly solutions for your contact center, contact us!

8x8 Contact Center Difference Between UCaaS CCaaS

What’s the Difference Between UCaaS and CCaaS? | Discussion With 8×8

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Danny Hayasaka, Sr Director of Marketing and Emerging Technology for Call One, Inc. and Hello Direct interviews Tony Poer, Contact Center Practice Lead for the Channel for 8×8 and discusses CCaaS (Contact Center as a Service). It was much easier for organizations who had implemented a CCaaS platform to transition to remote work during the pandemic. Some organizations have been using a band-aid during this period and are looking for better solution. Cloud may be the answer. We discuss things customers need to know about CCaaS, differences between UCaaS and CCaaS and other topics. Stick around until the end fora link to the full interview.


Danny Hayasaka: What are some things customers need to know about CCaaS?

Tony Poer: One of the biggest things to understand about Contact Center as a service is that it’s a hosted platform. And so a lot of the limitations that we have with our legacy on premise platforms don’t really exist in the cloud.

Danny: What’s the difference between UCaaS and CCaaS?

Tony: UCaaS is unified communications as a service whereas CCaaS is contact center as a service. Unified communications generally includes telephony, obviously, but then it also includes all of the other communication options that you might utilize with your organization. Contact center is a little bit more robust than that right now.

Danny: When agents were physically in the same building, supervisors used hardware like training-y cables, how do they do that remotely? Or can they?

Tony: In a cloud environment or a hosted environment. All of that application hardware doesn’t exist on Prem. It’s all in the cloud. It’s all at a separate data center that is invisible to you guys as the end user.

Danny: What are some monitoring tools that are available for supervisors via 8×8?

Tony: I can live monitor calls. I can live monitor the desktop. I can listen in, I can barge in. I also have the ability to access all sorts of different data points and metrics. Right? I can see that information, but I don’t have to be looking at a wall board to do it. I could get that sent to my desktop.

Thanks for tuning in! If you would like to schedule an 8×8 Demo, contact us! Want to see the full interview? Check out the Youtube video below:

What EPOS is Seeing in This New Normal

What EPOS is Seeing in This New Normal? | Interview With Scott Houston

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Danny Hayasaka, Sr Director of Marketing and Emerging Technology of Call One, Inc. and Hello Direct had a virtual Q&A with Scott Houston, Field Engineer with EPOS to learn what they’re seeing in this new normal. What questions did we ask? Here’s a list

1. In regard to peripherals, what changes has EPOS seen from users when it comes to headsets and speakerphones?

2. How are organizations managing these assets for remote users? Does EPOS offer a solution?

3. What technologies does EPOS utilize in their solutions that make them a good fit for Contact Centers?

Scott answered the first question( In regard to peripherals, what changes has EPOS seen from users when it comes to headsets and speakerphones?) with the following:

“What we’ve seen before, you know, pre-pandemic and everything that’s happening. You’re in your office space, and you’re kind of just handed a headset.

But now with so many working from home and utilizing so many of the features that are out there for these devices, it’s just having a quality product to deliver that message.”

For the second question (How are organizations managing these assets for remote users? Does EPOS offer a solution?) He states:

“There was such a focus for so many enterprises on how do we keep our workers and and the information and, everything that they’re doing secure, right?

“But also what’s been changing is the UC landscape as a whole, right? Changes coming from Microsoft people switching from, island mode into teams only and now with the removal of Skype for business.”

And finally, the last question, (What technologies does EPOS utilize in their solutions that make them a good fit for Contact Centers?) here is what Houston had to say;

“So that’s where our offering for it is called EPOS manager. There you have a cloud service where your admin can go in and have visibility of everyone who has kind of the client version on their machines at home.

“It’s not just EPOS devices. So you can see what your people are using out there, which will help you with, you know, troubleshooting calls and keep the burden of support tickets to a minimum.”

Thanks for tuning in! We want to thank Scott Houston for joining us on this Q&A with Danny Hayasaka. If you want to watch the full interview to see what EPOS is seeing in this new normal, check it out below:

Replacing Headset Accessories save money

Replacing Headset Accessories Can Save You Money!

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You can save money by replacing headset accessories instead of buying a new headset! (Yes, some folks replace the entire headset when the ear cushion starts falling apart)

If you have ever been in a major contact center, there are vending machines you can go to for replacement ear cushions, mic screens and other essential accessories to keep your headset in optimal working condition. In a corporate office, there were processes in place you followed to get those accessories. The challenge for anyone working from home is they don’t have that same convenience.

What Replacement Accessories are available for your headset?

Companies like Call One, Inc. have been helping people do their business better since 1987. Our team can help you identify what replacement accessories are available for your specific headset. With multiple brands and headset models that exist, there are literally thousands of different accessories available. It can be extremely overwhelming. The Call One, Inc. team is here to help with Poly (formerly Plantronics), Jabra, EPOS (formerly Sennheiser), JPL and Cisco headset accessories.

Jabra Contact Center

Available Corded and Wireless Headset Accessories: Foam and leatherette Ear cushions, ear tips, ear wings, mic screens, voice tubes, replacement and spare batteries, headbands, neckbands, ear hooks, AC power supplies, Bluetooth Dongles, QD to modular coil cords, QD to USB adapters, training-y’s, charging stands, EHS cables, handset lifters, lapel clips, headband cushions, carry cases, amplifiers, audio processers, and more!

When should I replace accessories?

There are obvious times when you should replace, i.e., your AC power supply had a wrestling match with your vacuum cleaner and lost. Anytime a specific piece you need to use your headset effectively gets broken or goes missing, it’s time to replace. Foam ear cushions and mic screens should be replaced as often as you’d like but at least every 3-6 months depending on wear and tear. When it comes to wireless headset batteries, that typically depends on how heavy a user you are. Wireless headset batteries typically last at least twelve months however, we have seen batteries being replaced after only three to six months. Some batteries are field replaceable (you can DIY) while some are not (typically smaller form factor Bluetooth headsets)

Call One Inc Contact Center

Brands like JPL have modular headsets models like their Element TT3 that allow you to replace key components like the headbands and speaker and mic boom. This modular approach provides an overall lower cost of ownership.

  • JPL Contact Center Solutions
  • Replacing Headset Accessories save money

Is there a minimum quantity order requirement?

That depends on the accessory, however, Call One, Inc. has been able to “break packs” to provide customers with the quantities they need. Another consideration when replacing headset accessories is shipping cost and how often you need to replace certain items like ear cushions. It’s best to order at least enough to last the length of the headset warranty.

Can you ship headset accessories to my home office?

Yes! Call One, Inc. can ship anywhere in the US including business and residential addresses.

How do I get started?

The best way is to contact us directly M-F, 8 am – 5 pm ET.

📞 1-800-749-3160

📨 sales@calloneonline.com

💻 https://www.calloneonline.com/contact-corporate-sales

It’s best to have the headset brand and model you need accessories for in hand. Don’t know what headset you have? No problem. Take a picture of your headset and send it to us. Be sure to include what accessory you are looking for.