Call Center. Solutions

Transcription

1 Call Center Solutions

2 Plantronics One Company, One Solution More call centers partner with Plantronics than with anyone else That s because we re the industry expert, and we understand call centers. Plantronics is the only company you need for quality, selection and service. Unsurpassed quality We have years of experience developing headsets for missioncritical applications, including 911 centers and the FAA. The same attention to durability and reliability goes into the headsets we design for business-critical environments like your call center. A headset for your every need We ve developed an unbeatable product range to meet every call center application and work environment so you can have exactly what you need, where and when you need it. Service that s as innovative and reliable as our technology You get hassle-free replacement and, guaranteed 48-hour turnaround service, so you can concentrate on your customers not on your equipment. Keep repairs, costs and headaches down and productivity up with Plantronics. DuoPro H151

3 Headset Solutions New! DuoPro H151 One-stop shopping You may supervise hundreds of agents, but you don t want to manage hundreds of different headset models. That s where Plantronics industry leadership comes in. Comfort counts When you wear a headset all day, it had better be comfortable. That s not luxury it s productivity. At Plantronics, we thoroughly research and develop headsets for style, fit and stability. Our ergonomic innovations offer unsurpassed comfort ensuring lower fatigue levels, higher morale and greater productivity. Communication is everything Your business is communicating with customers and the headset is the last link between your agents and your customers. All our products deliver superior sound quality and Plantronics legendary reliability, so you can keep the lines of communication open. Plantronics offers the industry s widest range of headsets for the call center. Whatever you need, we ve got it. Why go anywhere else? H151 H151N H181 H181N DuoPro Headset Family H161 H161N H171N Converts from Over-the-Head to Over-the-Ear Versatility is the hallmark of our DuoPro line, with the best-in-class audio performance and all-day wearing comfort required for call center professionals. DuoPro offers an uncompromising selection of wearing styles to satisfy your agents preferences and simplify your inventory management requirements. All models available with our trademark voice tube or noise-canceling microphone Industrial-strength ruggedness in sleek and stylish designs Superior comfort no matter which model you choose: H151(N) Over-the-ear conformable earloop provides a secure, comfortable fit H161(N) Over-the-head unique double T-pad headband distributes weight evenly so there s never a speaker pad pressing on your ear H171(N) Convertible includes over-the-head and over-the-ear configurations for maximum versatility and convenience H181(N) Behind-the-head neckband offers a stable, discreet fit (not included in convertible model) *Polaris direct-connect models available.

4 Headset Solutions Plantronics listens and delivers! We were looking for a partner in our call center business and Plantronics provided the solutions we needed to improve our performance. TriStar H81 H91 Daryl Lister Operations Manager First USA Encore Headset Family H101N H91N H101 Top-of-the-line model that leads the industry in all-day comfort and superior sound quality featuring our unique SES tone control system to improve your listening experience. Sound Enhancement System (SES ) lets you select bass or treble setting for full, rich tone Lightweight monaural and binaural designs for comfortable extended-wear use in any environment Stable click-stop headband and turret for superior fit and consistent microphone placement Available with our trademark voice tube or noise-canceling microphone H81N H81 TriStar Headset Family Ultra-lightweight and exceptionally stable over-the-ear headset design that s so comfortable, you ll forget you re wearing it. Advanced three-point design provides unsurpassed stability and all-day comfort Four user-selectable earbud sizes for a custom fit, even for eyeglass wearers Available with our trademark voice tube or noise-canceling microphone *Polaris direct-connect models available. *Polaris direct-connect models available.

5 Headset Solutions DuoPro H151N H41 H51 Mirage Headset Family H51N H61 H61N Supra Headset Family Recognized as the headset standard in demanding call center environments worldwide. Combines excellent sound quality with both durability and comfort. Lightweight, over-the-head design with adjustable, click-stop headband and soft ear cushions for stable fit and all-day comfort Available in monaural and binaural designs for extended-wear use in any environment Available with our trademark voice tube or noise-canceling microphone H41N Lightweight, compact, over-the-ear headsets with convenient easy-on/off design for all-day comfort. External receiver rests lightly against the outside of the ear Available with our trademark voice tube or noise-canceling microphone Ergonomically shaped to fit perfectly behind either ear *Polaris direct-connect models available. *Polaris direct-connect models available.

6 Amplifier & Adapter Solutions DuoPro H161 and A20 Amplifier We ve got you covered Plantronics offers a full range of amplifiers and adapters to meet your call center needs. Our amplifiers deliver premium sound with a variety of convenient features, including volume, mute and tone controls, in-use indicator and headset stand. M12 Vista Telephone Headset Amplifier This compact universal amplifier established the industry standard for call center applications. Connects Plantronics headsets to most popular call center telephones. One-button selection between headset and handset Separate controls adjust outgoing and incoming volume and mute function Unique Call Clarity and SoundGuard Plus technologies improve voice quality and maintain sound at a comfortable level From the industry-leading M12 Vista telephone headset amplifier to the MX10 Headset Switcher TM Adapter, which is perfect for training applications if you need it, Plantronics has it. And our innovative DA50 USB-to-headset adapter with customizable PerSono Pro TM software addresses your evolving call center environment: it s perfect for emerging Voice over IP (VoIP) applications. Compatibility All Plantronics amplifiers work with our full range of headsets and with virtually every phone system worldwide. Our amplifiers are designed with features like SoundGuard Plus TM and Call Clarity TM technologies for noise reduction and sound quality. So no matter what the application, sound is maintained at a safe, comfortable level. MX10 Headset Switcher Adapter Connects a single headset to a telephone and PC, making it ideal for Web-based agent training. Separate controls adjust outgoing and incoming volume Unique Call Clarity and SoundGuard Plus technologies improve voice quality and maintain sound at a comfortable level Enables advanced features such as music on hold and call recording

7 Amplifier & Adapter Solutions SQD Amplifier The Switching Quick Disconnect Amplifier is RNA* enabled, to eliminate missed calls and improve customer satisfaction. Dual headset port provides improved training and supervisory capability Unique Call Clarity and SoundGuard Plus technologies improve voice quality and maintain sound at a comfortable level Optional knee well mount for cord and desktop management Features adjustable volume control * Representative Not Available DA50 USB-to-Headset Adapter Bring the quality and comfort of Plantronics call center headsets to VoIP softphones. The DA50 USB-toheadset adapter features Digital Signal Processing (DSP) technology and includes Plantronics exclusive PerSono Pro software. PerSono Pro software enables agents to optimize the audio qualities of their headsets for enhanced communications with their customers USB connection for easy installation no sound card required Features inline volume and mute controls Telephone not included A20 Telephone Headset Amplifier and Accessory Deck A unique and efficient under-the-telephone design streamlines your agents workspace and provides a host of added features, including amplifier, in-use indicator, headset stand and cord management. Installs easily with seamless telephone integration Audible cues and visual display simplify the adjustment of incoming and outgoing volume, tone control and mute Unique Call Clarity and SoundGuard Plus technologies improve voice quality and maintain sound at a comfortable level Add one-touch, call-answering convenience with the HL10 telephone handset lifter HL10 Handset Lifter Add one-touch call-answering convenience without requiring additional desk space.

8 Amplifier & Adapter Solutions P10 Plug Prong Adapter The P10 plug prong adapter is designed for use with specific PBX and call center systems. Features adjustable volume control Dual-prong adapter compatible with most ACD systems I couldn t run my call center without them. Well I could, but I don t think I d want to. We have a very good relationship with our Plantronics rep. When I need something, he s there right away. Reggie Green Voice technical Analyst Group Health DuoPro H161 Direct-Connect Headset Solutions Many call centers have stations with headset-ready telephones and agent consoles. Plantronics has partnered with leading telephone manufacturers to provide the following direct-connect solutions, with no additional amplifier required: Polaris direct-connect headsets, a complete solution for headset-ready telephones. Adapter cables to connect your existing Plantronics H-Series headsets directly to headset-ready phones. T10H Headset Telephone An analog amplifier that features a complete telephone dial-pad. A great cost-effective solution for outbound calling when no phone terminal is available. Can be used with all Plantronics H-Series call center headsets equipped with Quick Disconnect Adjustable volume and tone controls Redial, flash and mute buttons In-use indicator and convenient headset stand

9 Cordless Solutions Be where you need to be We know that managing a call center means being constantly on the move. That s why we developed a line of cordless headset solutions, so you get Plantronics unbeatable sound quality, comfort and hands-free convenience with the added benefit of mobility. Give your call center a competitive edge With Plantronics cordless headsets, supervisors can keep their finger on the pulse and keep business flowing smoothly as they move around the office whether it s to confer with an agent or monitor calls. Improve your customer response time With a cordless headset, you can be helping with an important call before you even reach the agent s station. The result? Uninterrupted work flow, improved response time and higher quality service to your customers. Encore H101 TriStar H81 and CA10 Cordless Amplifier

10 Cordless Solutions CA10 Cordless Telephone Headset Amplifier Avaya LKA10 Cordless Headset System with Dial Pad Remote Hands-free mobile convenience with the flexibility to take and make calls remotely. The LKA10 includes the 900MHz cordless amplifier, convertible headset and dial pad remote. Connects directly to the headset port on all Avaya 6416D+M and 6424D+M models Ultra-compact remote includes dial pad, volume control, mute, redial,10-number speed dial and audible indicators Delivers range of up to 150 feet and six-hour continuous talk time DuoSet headset converts for over-the-head stability or over-the-ear convenience Includes adapter to enable compatibility with your Plantronics H-Series call center headset Combines with the HL10 Handset Lifter for remote call answering and initialization with virtually any Avaya desk set The perfect cordless amplifier for the mobile agent or the call center supervisor who needs to be on call from anywhere on the floor. Connects Plantronics H-Series headsets to your corded business telephones Ultra-compact remote delivers range of up to 150 feet from base unit and six-hour continuous talk time on rechargeable battery Unique Call Clarity and SoundGuard Plus technologies improve voice quality and maintain sound at a comfortable level Adjustable tone and transmit/receive volume controls allow for superior sound Add remote call answer/end capability with the optional HL10 Handset Lifter HL10 Handset Lifter Add one-touch call-answering convenience without requiring additional desk space. (Also available for Avaya LKA10)

11 The Best Service & Support Period The service and support you receive from Plantronics is the result of our unparalleled commitment to excellence. The world s best-quality headsets are backed by rigorous acoustic performance testing and genuine Plantronics parts so, when you send us your worn-out headsets, they re not just repaired, they re completely rebuilt and returned to you like new. Service that s fast and worry-free No waiting, no downtime. At Plantronics, our unconditional warranty provides hassle-free product backing and service. If any product fails to perform to the highest standards, we ll replace it within 48 hours at no additional cost. QuickWEB and QuickFAX are the fastest service options available: we ll next-day airship a replacement product to you. Stream s clients receive highquality technical support around the clock and around the world. Plantronics headsets meet Stream s high service delivery standards day in and day out, and they are our first choice for our centers. Stream International DuoPro H151 To get your hassle-free replacement within 48 hours, simply follow these steps: At our cost, Plantronics ships you a replacement product via next-day air. 3 1 Turn Around In 48 Hours Via QuickWEB or QuickFAX, report your problem to Plantronics. Defective products must also be returned. 2 Plantronics readies a replacement, and you receive a product that is to factory specifications! Support where you need it: on site With the Plantronics Headset Service Station, we partner with you to provide support where it counts. A one-stop shop where employees can drop off a headset for testing, replacement or inventory control. Headsets, parts and accessories available at a centralized, secure inventory control center.

12 Accessories From our AttiTube voice tubes in a range of eye-catching colors to a choice of ear cushions, Plantronics accessories offer style, comfort and convenience so you can have the headset system that suits your agents individual work style. Replaceable spare parts help you keep your headset in perfect condition. Headsets suit today s active lifestyle. Handsfree use and versatility help you keep in touch wherever you are, whatever you re doing. Value Packs Supra Supra NC TriStar Encore DuoPro Mirage Cables Y-Adapter Trainer Coiled,10' Polaris to QD Coiled, 10' Adapter to QD Coiled, 10' Extension Ear Cushions Kit Ear Cushion Supra Encore Kit, Muff Leatherette Supra Encore Ear Cushion Foam Pad DuoPro Voice Tubes StarSet Mirage Supra pack, Rainbow StarSet Mirage, Supra TriStar Encore DuoSet DuoPro pack Rainbow TriStar, Encore DuoSet DuoPro Misc. AC/DC Converter Inline Mute Switch Kit Headset Stand, M Kit QD Clamp Mobile Headsets Discover the freedom of hands-free communication outside the office! Plantronics offers a full range of mobile headsets for lightweight convenience on the road, at the airport or anywhere you need to stay in touch with family, friends and colleagues. Computer Audio Headsets Delivering incredible sound for Internet telephony, speech recognition, online chat and playing games Plantronics has analog and DSP digitally-enhanced headsets for multimedia applications in every price range. Visit our website at to learn more or request a brochure.

13 Product Selection Guide Wearing Styles Headset Models DuoPro Encore Supra TriStar Mirage Benefit Convertible Over-the-Ear Adjusts for over-the-head or over-the-ear wearing styles Over-the-ear designs are more discreet and unobtrusive Over-the-Head Over-the-head designs are more stable Behind-the-Head Behind-the-head designs are more stable and discreet Monaural (sound in one ear) Allows interaction, multitasking Binaural (sound in both ears) Enables total concentration Match headset features to your working environment Intermittent telephone use while multitasking Telephone used for extended periods of time Confer with colleagues when making or taking calls Total concentration when making or taking calls Working under typical busy Over-the-ear styling that is easy to put on and take off Designed for maximum all-day comfort call center noise levels Working in environment with heavy background noise Require tone control (treble/bass) Backed by industry-leading support and 2-year warranty Sound in one ear allows you to interact with people in your area Sound in both ears reduces ambient noise to improve concentration Voice tubes are the right choice for most call centers, offering easy positioning, great sound quality Noise-canceling models significantly reduce backround noise Sound Enhancement System (SES ) for full, rich tone Robust durability

14 345 Encinal Street Santa Cruz, CA (800) Plantronics Inc. All rights reserved. Plantronics, the logo design, Plantronics and the logo design combined, AttiTube, Call Clarity, DuoPro, Encore, Mirage, PerSono, PerSono Pro, Polaris, Quick Disconnect, SES, SoundGuard Plus, Supra, Switcher, TriStar, Vista, the voice tube clear color trade dress and shape trade dress are trademarks or registered trademarks of Plantronics Inc. All other trademarks are the property of their respective owners. Printed 7/1/02 ST 206 Shown on cover: DuoPro H181