HP Poly Encore Pro HW520 Binaural V. Tube Headset
The HP Poly EncorePro 500 Series is an all-new generation of headsets for customer service centers and offices that deliver greater comfort for all-day wearing, superior noise-canceling for clearer calls, and increased reliability to help manage costs. In addition, the company announced their next-generation DA Series USB digital audio processors for HP Poly headsets that deliver a more complete audio experience by providing context for every call. With these new HP Poly customer service solutions, organizations improve metrics, attract and retain Customer Service Representatives (CSRs) and create a better customer experience. Smart phones and self-service have shifted the balance of power in the customer service center; when a customer reaches a CSR, they have likely attempted self-service and have much more information than the agent. In these situations, customers want to reach someone immediately and have the issue resolved quickly. They consider their call an escalation putting extraordinary pressure on the agent to perform, even while the customer is likely in a mobile environment with questionable audio quality. Furthermore, businesses are using over-the-phone routes for complex, high-value transactions. In these situations, center managers need to ensure that every call sounds high-quality and customers don’t overhear other callers’ confidential information.
The series includes the following models: EncorePro 510/520 (dedicated over-the-head), EncorePro 530 (over-the-ear) and EncorePro 540 (convertible), the latter is unique in its simple design and high-performance audio no matter what the preferred wearing style. All models support wideband audio. The new HP poly digital audio processors are designed to connect Plantronics quick disconnect headsets to computers through a USB port. Some incorporate user controls like the ability to answer a call, mute the call and adjust volume. All support Noise @ Work, based on Plantronics SoundGuard® digital technology. Not only are CSRs protected from sounds above 118 dBA, but anti-startle protection detects and eliminates sudden increase in sound and Time Weighted Average (TWA) measurement which manages average daily sound exposure for CSRs. What’s more, these new devices are smart. All are support by Plantronics Hub, and each contains firmware that can generate notifications based on hardware state changes. Some models can also generate notifications based on acoustic events or other telemetry that is important to the service center, but has been previously unavailable. For example, the Plantronics DA-90 will offer acoustic event logging so that customers can be compliant with initiatives like Australia’s G.616 recommendation. These events are exposed through API’s within the Plantronics Spokes suite of software solutions.
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