Plantronics, the world leader in lightweight communications headsets, today extended its technology leadership with the launch of the DA60, a powerful digital voice platform for voice over Internet protocol (VOIP) softphones.
The Plantronics DA60 combines a digital USB-to-headset adapter with the PerSono Pro 2.0 software application, which is designed for call centres and provides unparalleled control over voice communications. The DA60 is the latest in a series of Plantronics products that bring the power of voice communications to the enterprise, office and consumer.
Building on more than 40 years of voice technology expertise, Plantronics worked with call centre managers, supervisors, agents and key OEM softphone developers to design the DA60, which includes a powerful set of hardware and software features to support softphone applications, including:
* Digital signal processing (DSP) and call clarity technology to enhance audio quality and suppress echo;
* A USB-compatible adapter for simple plug-and-play installation;
* PerSono Pro 2.0 software, with preset profiles and individual agent settings;
* Supervisor control over agent settings;
* Continuous decibel monitoring of agents` exposure to loudness levels; and
* Increased screen security when agents leave their stations.
"Customer care centres are beginning to understand the benefits of IP technology, particularly in centres of 250 or fewer seats where IP deployments are starting to gain traction," said Paul Stockford, chief analyst for Saddletree Research. "While there are still some technology issues to be overcome, many of these issues are being addressed by solutions such as the DA60. Plantronics` digital voice platform addresses problems such as echo and latency, and brings voice clarity up to par with traditional telecommunications solutions. This is a significant development in the drive toward growing IP deployments in the customer care centre," Stockford added.
Clear conversations for increased productivity
The digital clarity of the Plantronics DA60 helps agents quickly understand and respond to customers without having to repeat themselves. Less repetition means shorter calls, allowing agents to increase their productivity by handling more customers per shift. For customers, clearer conversations and shorter calls translate into a better overall experience.
To enhance agent comfort and consistency, PerSono Pro 2.0 features preset profiles for every Plantronics professional headset. Through a simple onscreen menu, agents select the headset they use, and immediately all settings are optimised for that model. Agents can still adjust listening and microphone volumes to suit their personal comfort levels, as well as monitor audio levels via onscreen meters.
Understanding market requirements has been key in the DA60`s development. Because call centre agents and managers need the flexibility to share or rotate stations, PerSono Pro 2.0 stores settings on the network, so agents can retrieve their own settings wherever they`re assigned.
The DA60 also includes a patented security feature to protect sensitive information if an agent needs to leave his or her station. Once an agent disengages the headset`s Quick Disconnect feature, PerSono Pro 2.0 activates Windows` password-protect mode so that no unauthorised person has access to customers` financial data or personal details.
For supervisors, PerSono Pro 2.0 gives remote control over all system features so they can enable or disable agent settings individually or across a workgroup to promote consistent audio quality. Supervisors can also monitor continuous decibel agent exposure to accumulated loudness levels over time to maintain a safe, comfortable working environment.
"With the DA60, Plantronics has clearly established its leadership in delivering next generation digital audio for the call centre," said Garth de Haan, business development strategy manager at Plantronics South Africa. "The DA60 represents an intersection of technology and application where we`ve tailored the technology to address the specific needs of a market, in this case the call centre. Moreover, the DA60 is a platform product that clearly lends itself to future extensions."
System requirements and availability
The Plantronics DA60 is compatible with all USB-enabled PCs running Windows 2000/XP. The adapter is plug-and-play; one end plugs into a PC USB port, letting agents connect the other end to any Plantronics professional headset. The adapter also includes inline mute and volume controls that are linked to the PerSono Pro 2.0 software, so changes to volume and mute are shown on screen.
The DA60 will be available in the spring from Plantronics distributors worldwide and at www.plantronics.com.
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Plantronics introduced the first lightweight communications headset in 1962 and is recognised as the world leader in communications headsets. A publicly held company with more than 2 400 employees, Plantronics is the leading provider of headsets to telephone companies and the business community worldwide. Plantronics headsets have been featured in many high-profile events, including Neil Armstrong`s historic "One small step for man" transmission from the moon in 1969.
Plantronics, Inc, headquartered in Santa Cruz, California, was founded in 1961 and maintains offices in 20 countries. Plantronics products are sold and supported through a worldwide network of authorised Plantronics marketing partners. Information about the company and its products can be found at www.plantronics.com or by calling 0800 22 0202.
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