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Running a Hosted Call Center with Top-Quality Headsets

By TMCnet Staff

There’s a healthy market that’s little known outside of the call center space, but is nonetheless primed for some big expansion, according to growth partnership company Frost & Sullivan (News - Alert) (F&S).

The area is the global contact center and office (CC&O) headset market, and according to a new report from F&S, this market is “on the cusp of rapid growth driven by the expansion of software-based communications clients.”

Frost & Sullivan’s recent “Analysis of the Global Contact Center and Office Headset Market” report notes that “adoption will continue as organizations realize the role of CC&O headsets in driving productivity in the workplace by enabling hands-free communications and an efficient work environment.” Its update also says that “as the proliferation and adoption of business desktop communications clients drives the purchase of professional headsets, personal computer (PC)-enabled headsets will also see increasing use by desktop ‘phone-less’ users leveraging unified communications (UC).”

This is good news for those in the call center space, although budget constraints may hold some back from making what can be seen as a costly investment. Tough and ongoing challenging economic conditions might force businesses to shy away from investing in new communication technologies. It’s also a given that price-sensitive companies prefer low-cost endpoints rather than upper-range devices.

Still, F&S makes a strong case for those seeking an edge in business.

"In new work environments characterized by proliferating user devices, the need for mobility and the desire to eliminate noise, such professional headsets can foster smarter collaboration and enhance worker productivity," said Frost & Sullivan Unified Communications (News - Alert) & Collaboration Research Analyst Alaa Saayed. "Providing integration with several devices and applications, as well as extending UC features and contextual intelligence capabilities are added productivity benefits that underline the importance of business headsets."

But Frost and Sullivan warns that the consumerization of information technology and PC-based communications will drive the use of consumer headsets in the enterprise setting, and result in a drop of enterprise-grade headset purchase volumes. “To gain market share, professional headset vendors need to integrate new models with popular offerings including UC. Headset suppliers must also build an efficient and ever-evolving channel ecosystem,” the company advises.