An easier way to monitor, manage and maintain audio calls is coming to the market.
Calif., US-based Plantronics, Inc., an audio communications technology vendor, has released Plantronics Manager Pro v3.9, a web-based analytics service that helps users simplify headset adoption, as well as gain insight, troubleshoot and respond to individual needs without interrupting customer experience.
Utilizing a cloud-based architecture, the platform provides businesses with operational, historical, and contextual data on their calls and headset usage patterns so they can “easily understand trends, evaluate options, ensure compliance, and make better decisions,” according to the company’s Jan. 25 press release.
Christopher Thompson, vice president of enterprise product marketing at Plantronics, says that while every company depends on data analytics to make strategic decisions, the types of insight that improve collaboration and customer service at the point of interaction are “scarce.”
“With Plantronics Manager Pro, we’re taking the next steps to assure customers and co-workers hear the smile in the voice on the other end of the call as they communicate and collaborate with each other,” he explains. “We’re transforming the headset from a simple endpoint peripheral into an intelligent system-level data aggregator.”
It comes with asset analysis capabilities, which allows users to track device deployment and configurations, reconfigurations, and firmware updates; and to find non-standard firmware, software, softphone, and communications client deployments.
The Manager Pro also features usage analysis, which helps call centres understand device usage patterns, including “call summary data, calls made and received, duration of calls, device adoption, and the frequency of common actions such as mute, volume and quick disconnect.”
Conversation analysis tools improve the quality of agent conversations by identifying details such as the ratio of agent vs. customer speech and the amounts of silence and over-talking, while acoustic analysis capabilities allow users to review logged histories for any unwanted background noises.
“[Customers] can also predict and prevent problems before they occur in a fraction of the time it would take with outdated methods, and help ensure high quality customer interaction,” the press release adds.
Melanie Turek, fellow and vice president at market research firm Frost & Sullivan, says in the press release that she is excited to see Plantronics move into the business analytics industry, “which has enormous potential for enabling true digital transformation.”
Plantronics Manager Pro is now available in 143 countries as an annual or three-year subscription service, from Plantronics-approved resellers.