Agent VoIP Headset Selection Guidelines

To help you select agent headsets, 8x8 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:
  • Different models and brands of desktop telephones.
  • Computer-based soft phones via a computer’s USB connector.
Avoid PC sound card analog headsets that require the use of separate headphone and microphone plugs. These headsets generally do not deliver high-quality sound, and tend to have poor-quality microphones.
Microphone sensitivity
  • Select a headset that is suitable for the agent’s work environment (e.g. quiet or noisy surroundings).
  • Avoid headsets that use omnidirectional microphones, as they can pick up too much background noise.
  • Conversely, be sure the headset microphone is sensitive enough to transmit the full spectrum of the human voice. Test with external callers.

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 soft phones:

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

For details, visit