To help you select agent headsets, 8x8 recommends professional-quality equipment manufactured by leading companies such as Plantronics or Jabra (AKA GN Netcom).
|Connection interface||Manufacturers of high-quality telephone headsets offer products that can be connected to
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 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:
TOP PART = headset
HW261N binaural noise-canceling microphone
HW251N monaural noise-canceling microphone
BOTTOM PART = USB adapter
DA55 USB-to-Headset Adapter
- GN Netcom or JABRA
TOP PART = headset
GN2125 binaural noise-canceling microphone
GN2120 monaural noise-canceling microphone
BOTTOM PART = USB adapter = Jabra Link 220
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 details, visit support.8x8.com.