As we all know, the business world is experiencing some seismic shifts when it comes to technology and communications. A corporate world once dominated by enterprise applications on dedicated servers and people talking on deskphones via landlines, is now firmly entrenched in a cloud-based, wireless, mobility-centric reality. And when it comes to unified communications between business people, the options for businesses have exploded. One thing that hasn’t changed however, is the need for interpersonal collaboration. Whether it is via voice or video calls, business people need and expect to connect and communicate wherever and whenever they want, on whatever device they have handy and in the manner they prefer. And, oh yeah, they expect it to sound perfect, every time.
Call Quality Challenges Facing Businesses and End Users
Since we were little, we’ve all learned to expect flawless sounding phone calls – and more and more we expect seamless video calls as well. However, the trends towards cloud and mobility can cause challenges for businesses looking delivering this experience for colleagues, customers and partners.
We’ve talked about the network challenges here in the past, but add on the fact that there are more cloud and software based voice and video solutions on the market, and the workforce has become virtual with teleworking on the rise (see this post on the rise in At-home Call Center Agents) . Smart phones and tablets are becoming the devices of choice of a mobile workforce, and the trend towards PC-based softphones continues. But one thing hasn’t changed is that voice is still the dominant communications method, whether it’s a one-on-one phone call, conference call, webinar or videoconference.
All of these changes are driving the need for reliable, high quality voice and audio endpoints, both headsets and speakerphones. To get into more detail on why voice endpoints have taken on even more significance, we caught up with Urban Gillis, the Vice President of Sales at Carousel partner Jabra.
Voice and Audio Endpoints Needs to Perform
“With the challenges of being on the road, connecting from an airport parking lot, or even as a home-based contact center rep connecting through your computer, the need for a high quality audio endpoint has never been greater,” says Gillis. “We’ve all experienced call jitter as the move towards IP phones and video calls has accelerated and these seem to be increasing as we’ve all been connecting through different types of networks. Eliminating the possibility of poor quality originating from your headset or mobile speakerphone just makes sense.”
Devices that incorporate technology that support a professional experience can make all the difference. For example, noise cancelling technology to minimize the impact of that dog barking in the yard next door, or wind noise protection for that sales person on the road. “Having software-centric products so that adjustments can be made as environments change provides real benefits to a mobile workforce. The endpoints businesses and their employees choose can deliver tangible results. There are few pieces of technology that you use as often as your voice endpoint and it needs to deliver and perform for you.”
We couldn’t agree more. Stay tuned for upcoming information on Jabra’s new Jabra Express solution that allows IT managers to manage all voice endpoints in the enterprise from one location, push updates to devices to streamline workflow, ensure compliance, manage roaming areas and more.