HEADSETS Get ahead in UC selling
The case for selling headsets is stronger than ever, offering resellers a real opportunity to capitalise on the growing collaboration and unified communications markets, says Karsten
H.Pedersen, Managing Director, Jabra.
U
nified comms integrates
technologies such as voice, email
and instant messaging to make it easier for employees to communicate and collaborate freely. However, implementing software is only part of the UC story. UC-optimised headsets can ensure a business realises a full return on its investment, by providing the optimum conditions for high quality customer interactions, based on the collaboration opportunities afforded by a UC solution.
“UC-optimised headsets are essential for businesses to benefit fully from the greatly enhanced call clarity offered by UC,” said Pedersen. “Traditional telephony is transmitted in the narrowband frequency, but UC-optimised headsets, like the Jabra BIZ 2400, offer full wideband audio capabilities of up to 6,800KHZ for optimum call clarity. With wideband frequencies, the Jabra UC-optimised headset range ensures crystal clear voice definition and users will also benefit from the elimination of background noise via noise cancelling technology and protection from sudden loud noises with Jabra’s Peakstop technology.”
A recent study carried out by Jabra and the University of London uncovered the essential role that headsets can play in a UC deployment, providing the optimum conditions for high quality interactions and collaboration. Users moving from a handset to a UC headset reported a 50 per cent reduction in typical call length, increases in first call resolution and easy multi-tasking that boosts productivity. Users involved in the study also highlighted that UC-optimised headsets deliver much better sound quality and they could hear better and be heard more accurately when on calls.
Flexibility However, optimising a UC deployment is not just about headsets. “Audio devices such as personal speakerphones and portable USB handsets also provide the flexibility required as part of a total UC solution,” added Pedersen. “In order to maximise the investment and generate optimum benefits for the user it is important that the right device is selected dependent on the user’s role. By matching the right UC audio device correctly, users benefit from greater collaboration within their chosen environment.
Karsten H. Pedersen
For example, field engineers can use portable USB handsets that slip in to their bag such as the Jabra DIAL 520 to access colleagues while on a customer site.”
An ever changing and flexible workplace environment is driving a constantly evolving communications culture. This is creating growth in the headset market, with new offerings being developed to suit a variety of roles and support technological growth in the UC space. A more mobile workforce is generating increased sales of portable wireless, Bluetooth and multi-use headsets, where users can seamlessly switch between soft phone, desk phone and mobile phone depending on where they are based throughout the day.
“The growth of the service sector, together with pressure on IT departments to streamline processes and create operational efficiencies, also means that UC is rapidly gaining ground,” noted Pedersen.
“This is creating more demand for the UC-optimised headset that is fully equipped and technologically advanced to deliver the excellent sound quality expected in a UC environment, and ensure users can make the most of key UC features. It is important that the investment made in UC technologies is not compromised by a poor investment in the end user audio device. UC enhances customer relations and employee productivity, and audio devices that are not optimised for that environment can have the opposite effect and lead to increased support calls with IT.”
Service matters Another trend causing growth in the headset market is the increased need for outstanding customer service in a tough economic climate, particularly in the call centre. As research by Jabra conducted at the end of 2010 proved, the value of voice within the customer service environment remains high as British customers are much more likely to pick up the phone to a company rather than email or visit their website. The need for a high sound quality headset that enables multi- tasking is of high importance in these more immediate telephone interactions, to ensure a satisfying call experience for both the user and the customer.
According to Pedersen, UC- optimised headsets offer an excellent sales opportunity for resellers, adding real value to any UC deployment with proven benefits. “Resellers should focus on highlighting the key features that improve customer satisfaction and the user
experience, and explaining the headset’s critical role in ensuring organisations can realise a full return on any UC investment,” he added. “Ensuring organisations understand the importance of a headset at the very beginning of a UC procurement cycle presents significant value for resellers, rather than offering these as an afterthought post- deployment. Resellers can match the audio device to the user requirement providing even more opportunity for up sell. Jabra resellers have already seen the benefit of user profiling and have increased their overall sales as a result.”
The Jabra study provides real evidence that headsets produce big improvements in productivity, sound quality and user experience when compared to handset use. A huge 95 per cent of users found it easy to switch between UC functions during calls, compared to just 43 per cent with handsets, providing resellers with the ammunition they may need to highlight the importance of the right audio device in the UC environment.
Sales of UC audio devices are steadily growing and Jabra saw UC deployment take a step forward in 2010. That trend is continuing into 2011 across all kinds of devices, at the low, mid and high end. Pedersen said: “We see organisations fully consider the role and type of audio device at the beginning of their UC solution discussions. This is due to increased end user awareness and the UC specialist partner understanding how the right audio device can deliver substantial benefits in the overall deployment.”
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46 COMMS DEALER MARCH 2011
www.comms-dealer.com
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