{"id":3948,"date":"2020-02-27T11:03:55","date_gmt":"2020-02-27T19:03:55","guid":{"rendered":"https:\/\/blogs.poly.com\/?p=3948"},"modified":"2020-02-27T11:03:55","modified_gmt":"2020-02-27T19:03:55","slug":"cloud-in-the-contact-center","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/cloud-in-the-contact-center\/","title":{"rendered":"Cloud in the Contact Center \u2013 Don\u2019t Lower Your Standards"},"content":{"rendered":"

In the early stages of cloud-based technologies being used in contact centers, IT Managers had to make a choice between the flexibility and scalability of cloud or the feature rich, secure, and highly reliable on-premises solutions.\u00a0 This meant that for many organizations, moving to the cloud would result in lower standards.<\/p>\n

In today\u2019s modern tech stack, cloud solutions have proven themselves by effectively addressing security challenges, overcoming reliability concerns, and including feature sets at parity \u2013 if not above on-prem solutions.\u00a0 It\u2019s fast becoming a case of\u00a0when, not if<\/em>\u00a0the majority of contact centers will begin the migration to cloud \u2013and, there\u2019s no need to lower standards!<\/p>\n

In addition to the benefits of flexibility and scalability, a move to cloud and softphones can deliver a significant reduction in costs.\u00a0 However, many companies make the mistake of thinking they can achieve further cost reductions with low-quality peripherals like headsets.\u00a0 The recent rise in consumer softphones such as Skype have driven up the presence of very low-cost consumer-grade USB headsets.\u00a0 At first glance, the price points for these headsets may seem appealing for us in enterprises or contact centers, but they are not designed for or intended for use in the intensive environment of a contact center and will inevitably lead to a poor customer experience.<\/p>\n

Gear for a Job Well Done<\/strong><\/h3>\n

A New Desktop Experience <\/strong><\/h4>\n

Depending on their IT approach, organizations have the choice to invest in new deskphones that support cloud connection<\/a>, migrate completely to softphones, or to keep both to ensure they always have a way to answer inquiries.\u00a0 The right headsets won\u2019t restrict organizations to one approach if future plans change.\u00a0 Headsets equipped with a reliable connection to audio processors such as MDA500<\/a> give you a solution that connects simultaneously to telephones and PCs and provides great quality audio.<\/p>\n

\"\"<\/p>\n

The MDA500 connecting softphones and desk phones<\/h5>\n

This new desktop experience can be the same across the whole organization.\u00a0 Many cloud providers now have a single standardized softphone interface for use across an entire company.\u00a0 This provides reduced IT training and management costs.\u00a0 Furthermore, a headset should work seamlessly across the organization \u2013 for example, companies using Microsoft solutions have the right portfolio<\/a> that can meet all their needs.<\/p>\n

Headsets That Provide Insights <\/strong><\/h4>\n

Contact centers thrive on data. However, up until recently, the voice experience has been very difficult to monitor and manage.\u00a0 The right USB headsets have the ability to run intelligent software like Plantronics Manager Pro<\/a> (PMP), allowing users to gain insights into conversational health and respond to individual needs without interrupting the customer experience. Additionally, PMP gives your IT managers the ability to troubleshoot technical issues and ensure all headsets running the latest firmware \u2013 all from their web browser.<\/p>\n

\nhttps:\/\/blogs.poly.com\/wp-content\/uploads\/2020\/02\/Plantronics-Manager-Pro-Video-Overview-1.mp4<\/a><\/video><\/div>\n

Matching Device to Workstyle<\/strong><\/h4>\n

Getting the headset matched to the employee\u2019s workstyle is vital to ensuring they are properly equipped to deliver great customer experiences.\u00a0 If your contact center provides a service 24\/7 and utilizes hot-desking, the right headset for these employees is QD based<\/a> with a matching audio processor<\/a>.\u00a0 For those working in third level support, or senior teams with a dedicated desk, these employees need dedicated USB headsets.<\/a><\/p>\n

\"EncorePro<\/p>\n

EncorePro 500 USB Series Corded USB Headset<\/h5>\n

What is common across all these solutions?\u00a0 A focus on durability, comfort, and audio quality. When cloud contact centers enable you to raise your standards, the right headsets will keep those standards high across every call and customer interaction.<\/p>\n

 <\/p>\n","protected":false},"excerpt":{"rendered":"

In the early stages of cloud-based technologies being used in […]<\/p>\n","protected":false},"author":50,"featured_media":3953,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509,536,526],"tags":[1499,200,201,8,1526,1527,1210,1380,1528],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/3948"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=3948"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/3948\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media\/3953"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=3948"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=3948"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=3948"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}