Cloud Contact Center Software Recommended Reference Guide November 2017 Use these guidelines when acquiring headsets for your Virtual Contact Center (VCC) agents and supervisors. Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright 2017 Five9, Inc.
About Five9 Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com. Trademarks Five9 Five9 Logo Five9 SoCoCare Five9 Connect ii Recommended
What s New Chapter 2 This table lists the changes made in the last six releases of this document: Release Changes November 2017 Added Jabra BIZ 1500, Jabra BIZ 2300, Jabra BIZ 2400 II, and Jabra Evolve 40. October 2017 Added Windows 10 to Plantronics Savi 4XX. September 2017 Added Plantronics Blackwire C435. October 2016 Initial release. iii Recommended
Suggested for Your Contact Center This guide lists wired headsets that Five9 recommends for your VCC agents and supervisors. These headsets were tested by Five9 personnel and are proven to work effectively with Five9 applications in the listed operating systems. Use this guide only as reference when acquiring headsets because test results can vary depending on your hardware, network traffic, operating systems, and general work environment. To ensure that you select the best headsets for your environment, test the headsets before purchasing them. Five9 recommends USB-connected headsets with noise-canceling features. Five9 does not recommend wireless (non-usb and analog) headsets because use in congested environments may impact voice quality and other audio characteristics resulting in a customer experience of low quality. If you plan to use wireless headsets, test them thoroughly in your environment. Important If you report voice quality issues with wireless or other unapproved headsets, you may be asked to test and analyze the network characteristics in your work environment to determine whether the wireless or unapproved headsets are contributing to the issues. Testing Protocol and Results Five9 asked more than one hundred users who acted as agents to test the calling party and the agent experience by calling home users on an analog phone: Each headset is tested in the listed operating system. Each call contained these test elements: Measurement of latency: counting by the parties. Clarity of letters, such as F, X, and S: serial number. Overall clarity of the conversation by using tongue-twister text. 1 Recommended
Suggested for Your Contact Center A good headset provides the same audio experience for the agent and the other party, for example: four stars each. Testers assigned a rating as follows: Rating Best (5 stars) Good (3 or more stars) Description Highest rating, which indicates that sound and voice quality are good. Headset not tested but part of a tested series that received a high rating. For complete product information, contact the manufacturers. Jabra BIZ 1500 Jabra BIZ 1900 Jabra BIZ 2300 Jabra BIZ 2400 Jabra BIZ 2400 II Jabra Evolve 40 Plantronics Blackwire C435 Plantronics Blackwire 520 Plantronics Blackwire 720 Plantronics Blackwire 725 Plantronics Savi 4XX Logitech G35 981-000116 Logitech H570E Logitech H650E Logitech H650E (Mono) Logitech H820E Sennheiser SC 630 USB ML 2 Recommended
Suggested for Your Contact Center Jabra BIZ 1500 Windows 7 (Home Premium 64 but, Pro, Enterprise, and Ultimate) Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit) Windows 10 (Home, Pro, and Enterprise) Mac OS X (10.9 10.12) Jabra BIZ 1900 Apple Mac Microsoft Windows 3 Recommended
Suggested for Your Contact Center Jabra BIZ 2300 Windows 7 (Home Premium 64 but, Pro, Enterprise, and Ultimate) Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit) Windows 10 (Home, Pro, and Enterprise) Mac OS X (10.9 10.12) Jabra BIZ 2400 Windows XP (latest service pack) Windows Vista (32-bit, 64-bit) (latest service pack) Windows 7 (32-bit, 64-bit) Mac OS 10.6 or higher 4 Recommended
Suggested for Your Contact Center Jabra BIZ 2400 II Windows 7 (Home Premium 64 but, Pro, Enterprise, and Ultimate) Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit) Windows 10 (Home, Pro, and Enterprise) Mac OS X (10.9 10.12) Jabra Evolve 40 Windows 7 (Home Premium 64 but, Pro, Enterprise, and Ultimate) Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit) Windows 10 (Home, Pro, and Enterprise) Mac OS X (10.9 10.12) 5 Recommended
Suggested for Your Contact Center Logitech G35 981-000116 Windows 7 Windows 8 Windows 10 Mac OS 10.7 or higher Logitech H570E Windows 7 Windows 8 Windows 8.1 (32-bit or 64-bit) Windows 10 Mac OS 10.6 or higher 6 Recommended
Suggested for Your Contact Center Logitech H650E Windows Vista Windows 7 Windows 8 (32-bit or 64-bit) Windows 10 Mac OS 10.7 or higher Linux Logitech H650E (Mono) Windows 7 Windows 8 (32-bit or 64-bit) Windows 10 Mac OS 10.7 or higher 7 Recommended
Suggested for Your Contact Center Logitech H820E Windows 7 Windows 8 (32-bit or 64-bit) Windows 10 Mac OS 10.7 or higher Plantronics Blackwire C435 Windows 7 Windows 8 (32-bit or 64-bit) Windows 10 Mac OS 10.9 or higher 8 Recommended
Suggested for Your Contact Center Plantronics Blackwire 520 Windows 7 Windows 8 Mac OS 10.7 or higher Plantronics Blackwire 720 Windows 7 SP1 or later Mac OS 10.7 or higher 9 Recommended
Suggested for Your Contact Center Plantronics Blackwire 725 Windows 7 Windows 8 Windows XP Windows Vista Mac OS 10.6 or higher Plantronics Savi 4XX Windows 10 Home, Pro, and Enterprise (5 stars all) Windows XP Windows Vista Windows 7 Mac OS 10.7 or higher 10 Recommended
Suggested for Your Contact Center Sennheiser SC 630 USB ML Windows Server 2008 R2 Windows Server 2003 (except IA-64) Windows Server 2000 with Service Pack 4 (SP4) Mac OS 10.4.8 or the latest version (Intel-based) 11 Recommended