Contact Center Solutions Featured Article

Plantronics Announces New Business Intelligence Services

January 26, 2017

Analysis is a wonderful thing, but analysis, like any great engine, requires fuel to operate. Fuel, in this case, takes the raw form of data, and without that data, no real analysis can take place. That's where Plantronics' new Plantronics Manager Pro v3.9 system comes into play, and this recently announced new tool should go a long way toward providing that data on certain fronts.

The Plantronics Manager Pro v3.9 system offers a way to gather data—not just operational, but also historical data, and even data in context—about voice interactions and the overall use of headsets. Since much of a call center's voice traffic goes through headsets these days—keeping hands free to work keyboards helps ensure the best responses to customer activity—it allows a large portion of voice traffic to be measured accordingly. With that data in place, users can better get a handle on trends in the making, as well as figure out options in response to these trends. It also helps with issues of compliance and decision making.

The system comes with not only asset analysis systems to determine how devices are deployed throughout an office—as well as a means to track things like firmware versions rolled out—but also overall use analysis. How often muting or volume control is used, for example, or even when the quick disconnect function is used. There's even a new conversation analysis system which helps monitor the ratio of agent to customer speech, the volumes, the amounts of silence and even those times where two people are talking at the same time. Just to top it off, an acoustic analysis helps figure out if there are unusual amounts of loud noises taking place near the call, which may require some adjustment.

Sadly, this system won't perform analysis on the content of these calls, which is where a lot of potential improvement data can be found. What's analyzed as-is, however, is more than worth considering. Being able to tell if the call center is poorly laid out or set up can be the means to remove some impediment in the customer experience on several fronts, and that's the kind of thing that steps up overall customer satisfaction. Though the system is geared toward spotting only a comparative handful of issues, these are likely issues that aren't being gauged by any other system currently on the market. That's good news for users, and the kind of thing that could really deliver some help.

It will be interesting to see the new user reports come out around this system; it may not measure much, but what it does measure is fairly unique.