SHARE



ABOUT THE AUTHOR


Melanie Turek
Melanie Turek is Vice President, Research at Frost & Sullivan. She is a renowned expert in unified communications, collaboration, social...
Read Full Bio >>
SHARE



Melanie Turek | November 16, 2012 |

 
   

Bringing Context to the Call

Bringing Context to the Call Headset manufacturers are looking at analyzing user data to improve not just their products, but the user experience as well.

Headset manufacturers are looking at analyzing user data to improve not just their products, but the user experience as well.

Headsets are fast becoming a critical part of any UC solution, since soft phones and conference calls demand both high-quality audio and hands-free flexibility. To drive adoption, leading headset vendors have been updating their products at a rapid rate, adding features ranging from multi-device support and longer battery life to advanced calling capabilities such as call control, caller ID and voice recognition.

Still, the Holy Grail in unified communications is context: getting users the information they need when they need it, and enabling action that's relevant to the task at hand. To that end, some headset manufacturers are looking at analyzing user data to improve not just their products, but the user experience as well.

For instance, Plantronics' Smart Sensor technology, integrated into its Voyager Legend device, senses when the headset is on or off and makes decisions based on that information about whether to connect a call automatically, or announce the call and wait for a voice or touch-tone command. Since the Voyager Legend also supports streaming audio, the sensor pauses that feed when a call comes in or when the headset is off. And when users put the headset on, the device will automatically transfer an ongoing call from the handset to the headset.

Partners are helping Plantronics develop contextually-aware solutions by integrating the vendor's headsets with communications and collaboration applications, social media, CRM, sales force automation, analytics, and other business apps. To aid in that effort, Plantronics has launched a developer program that lets partners download its SDKs and access Plantronics engineers and documentation. As with most partner communities, the goal is to deliver more holistic solutions for customers while sparing them the costs and hassles associated with doing the integrations themselves; and to offer the participating vendors sales and channel opportunities.

(An entirely unrelated but still useful capability of the Voyager Legend is the Find MyHeadset Android app, which helps locate a misplaced device...can they develop that for my TV remote?)





COMMENTS



Enterprise Connect Orlando 2017
March 27-30 | Orlando, FL
Connect with the Entire Enterprise Communications & Collaboration Ecosystem


Stay Up-to-Date: Hear industry visionaries in Keynotes and General Sessions delivering the latest insight on UC, mobility, collaboration and cloud

Grow Your Network: Connect with the largest gathering of enterprise IT and business leaders and influencers

Learn From Industry Leaders: Attend a full range of Conference Sessions, Free Programs and Special Events

Evaluate All Your Options: Engage with 190+ of the leading equipment, software and service providers

Have Fun! Mingle with sponsors, exhibitors, attendees, guest speakers and industry players during evening receptions

Special Offer - Save $200 Off Advance Rates

Register now with code NOJITTEREB to save $200 Off Advance Rates or get a FREE Expo Pass!

March 8, 2017

Enterprise IT's ability to innovate is critical to the success of the business -- 80% of CIOs agree. But the CIO role has never been more challenging than it is today, with rising operational respo

February 22, 2017

Sick of video call technology that make participants look like they're in the witness protection program? Turns out youre not alone. Poor-quality video solutions can give users an unprofessional ap

February 7, 2017

Securing voice communications used to be very simple since it was generally a closed system. However, with unified communications (UC) you no longer have the walled protection offered by a dedicate

February 17, 2017
From the most basics of basics to the hidden gotchas, UC consultant Melissa Swartz helps demystify the complex world of SIP trunking.
February 7, 2017
UC&C consultant Kevin Kieller, a partner at enableUC, shares pointers for making the right architectural choices for your Skype for Business deployment.
February 1, 2017
Elka Popova, a Frost & Sullivan program director, shares a status report on the UCaaS market today and offers her perspective on what large enterprises need before committing to UC in the cloud.
January 26, 2017
Andrew Davis, co-founder of Wainhouse Research and chair of the Video track at Enterprise Connect 2017, sorts through the myriad cloud video service options and shares how to tell if your choice is en....
January 23, 2017
Sheila McGee-Smith, Contact Center/Customer Experience track chair for Enterprise Connect 2017, tells us what we need to know about the role cloud software is playing in contact centers today.