www.jabra.co.uk
ADVERTORIAL A IN UNIFIED COMMS SALES
The provision of UC- optimised headsets helps users make the most of key UC features including the improved sound quality offered by wideband. The hands-free nature of headsets also enables staff to realise the full benefits of collaboration during calls, and headsets make it easier for wearers to initiate a voice call in response to multi- channel communications in a contact centre environment.
Contact centres Stuart Back, Product Marketing Manager, Jabra, noted: “Historically with contact centre use of headsets, one headset fitted every organisation. Therefore it didn’t matter what department you were in and you rolled out a number of identical headsets into an organisation. With UC, it is very much more job centric, so it is a case of identifying who is doing what role within that organisation and finding a headset for that individual’s needs. Now, you may have four or five different products in one organisation, whereas before it would just be one product across the whole company.”
In a service environment, people need to collaborate in order to provide an outstanding customer experience based on the fast, efficient provision of accurate information. Trials show that Jabra headsets have won the vote of end users by the power of their ability to enhance and improve communications and collaboration, bringing
added comfort and driving big improvements in productivity through handling more calls and multi-tasking. Users equipped with wireless headsets have the ability to move around the office and be more productive.
Headsets also deliver much better sound quality than handsets with noise- cancelling and duo earpiece options. Users can both hear better and also be heard more accurately by customers because of the noise cancelling function which reduces background noise. “If your audio device has got noise cancelling, it’s only going to enhance your voice to give you greater accuracy and more productive results,” added Back.
Despite these unassailable arguments in favour of the widespread adoption of headsets, Pedersen noted that Jabra’s biggest challenge as a headset vendor has been the conservatism of individuals whose immediate reaction to them is to perhaps shy away. This was cited as a main reason why the office penetration of headsets is below 10 per cent. But this picture is being redrawn and headsets are now coming in from the cold, observed Neil May, Managing Director, Post CTI. He said: “No one really cares about what you look like making a phone call on a conventional handset, but as soon as you talk about headsets people have a choice and a preference. This makes them think about how they want to make calls, whereas before a phone was a phone.”
Round table conclusion: Jabra UC-optimised headsets provide optimum conditions for high quality customer interactions.
UC presence is a key benefit for knowledge workers, and by providing service staff with the ability to determine a colleague’s whereabouts, UC enables more effective collaboration with colleagues during calls to allow for a full resolution of a caller’s query upon first contact. Jabra UC- optimised headsets provide optimum conditions for high quality customer interactions, by helping the wearer hear and be heard by the customers, by facilitating multi- tasking during calls, and by making it easier for users to benefit from the full range of collaboration opportunities afforded by the UC environment.
Perfect fit
A headset with a PBX sale also makes perfect sense, commented Smith. “Headsets enhance the user experience, they make life easier and promote handsfree working. However, some resellers
Headsets enhance the user experience, they make life easier and promote handsfree working
To optimise your UC solutions contact 01784 220140 or email
ukpartner@gn.com www.jabra.co.uk COMMS DEALER OCTOBER 2010 29
do not understand the margin potential. When they do understand the opportunity they quickly realise the margin that they can command. Meanwhile, using a headset with a mobile phone is becoming second nature. We need to transition that trend towards using a headset with UC because there is a requirement.”
Headsets capture the essence of unified communications, and in an ironic twist May suggested a scenario where they could be the only piece of hardware in the communication chain. “With the cloud, an audio device may become the most tangible piece on site because all you will
have at the customer side is a client and the audio device, a combination of a soft phone, screen activity and headset.”
The Jabra range of UC- optimised devices is designed to bring the benefits of hands-free communication to UC users, together with improved sound quality, greater mobility and user comfort for staff who spend a significant part of their working day on the phone. Back commented: “Without the audio device users don’t get the full true experience in using the UC application.”
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