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Plantronics Next-Generation USB Audio Processor Makes Customer Interactions Smarter, Service Centre Operations More Effective

Plantronics DA80 features advanced audio optimization and Plantronics Spokes software solutions to deliver CSR and customer insights

Tuesday, February 24, 2015 5:00 am PST

Dateline:

Berlin
"By building the Plantronics DA80 into their softphone strategy, our customers will be on a platform that will provide unprecedented insight into CSR and customer interactions, leading to real business results."

CALL CENTER WORLD BERLIN, 24th February 2015 – Plantronics (NYSE: PLT) today announced the Plantronics DA80 for customer service centres, a high-performance USB audio processor for softphones with high-quality audio, and one-touch call answer/end, mute and volume control is now available for order. Delivering contextual intelligence to the contact centre, the DA80 used with Plantronics Manager Pro and Plantronics Hub can result in smarter customer interactions and more effective operations.

 

The first in the new Plantronics DA Series of audio processors, the DA80 improves the call experience for both customer service representatives (CSRs) and customers with superior audio optimization technology, so both parties achieve richer, clearer communication. With Plantronics Manager Pro and Plantronics Hub software, the DA80 delivers contextual intelligence, leveraging information from CSR activities to inform applications and take actions, simplifying workflows and providing managers with insights to improve operations. In addition, the DA80 is compatible with all Plantronics Quick Disconnect-equipped headsets, including the recently launched EncorePro family. This helps protect businesses' headset investments during architectural migrations by enabling a managed migration by simply replacing existing amplifiers.

 

“The DA80 is far more than a simple step forward in performance and usability for a USB connection device. It helps our customers provide smarter customer service and impact business outcomes,” said Philip Vanhoutte, Senior Vice President and Managing Director Europe & Africa, Plantronics. “By building the Plantronics DA80 into their softphone strategy, our customers will be on a platform that will provide unprecedented insight into CSR and customer interactions, leading to real business results.”

 

Today, the role of the customer service agent is more crucial than ever and every call matters – 89% of customers leave for a competitor after one bad customer service experience1. To help meet the demands of rising customer expectations, the DA80 helps CSRs solve customer problems with noise- and echo-cancelling technology and an easy, at-your-fingertips interface that lets them bypass on-screen call control menus. SoundGuard digital technology monitors and controls daily individual noise exposure to aid in compliance with workplace noise regulations such as Noise At Work, and eliminates sudden loud sounds that could cause CSR discomfort.

 

Plantronics Spokes software solutions take the DA80 one step further by revealing insights on CSR and customer communication to contact centre managers through the detection and delivery of multiple pieces of intelligence, such as headset disconnections and frequent use of mute control. Several major ACD and CRM systems vendors will be integrating these events into their systems to help manage call centre performance. For example, Plantronics Hub software can automatically lock a CSR’s screen when the headset is disconnected, eliminating a process step and helping with security compliance. Simple incremental improvements like this add up to large overall gains in operational effectiveness, and improved CSR and customer satisfaction.

 

When integrated with Plantronics Manager Pro software, a contact centre manager can configure, update, and track their DA80’s by their unique serial number. Additionally, Plantronics offers developers free, open APIs to integrate events from the DA80 with third-party software applications.

 

The new DA80 high-performance USB digital audio processors will be available in March. Visit www.plantronics.com/contactcenter for information and pricing.

 

About Plantronics

Plantronics is a global leader in audio communications for business and consumers. We have pioneered new trends in audio technology, creating innovative products that allow people to simply communicate. From unified communications to Bluetooth® headsets to gaming solutions, we deliver uncompromising quality, an ideal experience, and extraordinary service. Originally designed for commercial aviation, today Plantronics products are used by every company in the Fortune 100™, as well as by emergency call operators, air traffic controllers, and consumers around the world.  www.plantronics.com

1) Customer Experience Impact Report, Right Now Technologies, 2011

 

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EncorePro, Plantronics, SoundGuard, and Spokes are trademarks of Plantronics, Inc. registered in the US and other countries, and DA80, Plantronics Hub, Plantronics Manager Pro and Quick Disconnect are trademarks of Plantronics, Inc.  All other trademarks are the property of their respective owners.

 

Contact:

Emily Yuan

Connected PR

+44 (0) 787 269 4239

emily@connectedpr.com

 

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