Agent VoIP headset selection guidelines
To help agents select headsets, 8x8 Contact Center recommends professional-quality equipment manufactured by leading companies such as Plantronics or Jabra (AKA GN Netcom).
Consider the following criteria when selecting an agent headset:
Headset Component | Description |
---|---|
Connection interface | Manufacturers of high-quality telephone headsets offer products that can be connected to
either:
|
Microphone sensitivity |
|
Note: Consumer-grade headsets are generally not suitable for contact center agents due to inferior audio performance, lack of all-day comfort, and limited durability. Agent productivity and customer frustration losses quickly negate any benefits of low-cost and ill-suited headsets.
8x8-suggested headsets
8x8 recommends using any of the professional Plantronics models listed on the 8x8 web store. You may also use alternative brands such as Jabra. Professional headsets are sometimes sold in two parts. In this case, the TOP PART is the headset itself, and the BOTTOM PART is the interface adapter (which is either USB for softphones, or an adapter designed for a particular brand and model of desk phone).
8x8 suggests the following professional headsets with USB connectors for softphones:
Headset | Description |
---|---|
Plantronics |
|
GN Netcom or JABRA |
|
Important: The headset components listed above are suitable for a USB softphone connection. For a desk phone, substitute the headset BOTTOM PART with a desk phone adapter. Refer to the headset manufacturer’s web site for the BOTTOM PART adapter that is designed for your brand and model of desk phone.
Tips for choosing headsets
- Many alternate TOP PART headset styles are available from Plantronics and Jabra (GN Netcom), and can be respectively substituted for the TOP PART models listed above.
- For environments with high ambient noise, select models with noise-canceling microphones and binaural ear speakers.
- Select TOP and BOTTOM parts from the same manufacturer. TOP and BOTTOM parts from different manufacturers do not interoperate.
- Avoid using units with built-in line volume controls. Adjusting the volume between the headset and PC/softphone can be confusing in these units.
- An agent’s preferences for in-ear vs. over-ear headset designs should be respected.
- Select hardwired or wireless models based on need. If you choose a wireless model, be sure that local radio frequency congestion is not excessive (check the manufacturer’s recommendations).
- Select a headset interface based on need for use with a softphone or desk phone, or both.
For more information, visit support.8x8.com.