Headsets. You probably don’t think of them as a particularly exciting conversation topic for a high-tech cocktail party. But they are quickly becoming a key integral part of a knowledge worker’s communications endpoint set. The newest models look snazzy and they help users work in an ergonomic way, while being more efficient and taking better advantage of their communications tools.
I cannot imagine my life without a headset. I think, going forward, as we become an increasingly services-based society with a larger portion of the workforce spending significant amounts of time communicating and collaborating using various forms of voice communication (desktop phones, web-based or thick clients, mobile devices, etc.), headsets will gain even greater popularity.
Frost & Sullivan’s Alaa Saayed and Francisco Rizzo just finished a study titled World Professional Headset Markets. They found out that the contact center (CC) and office (O) headset market bounced back in 2010 after a few years of negative growth. Global revenue in 2010 was $788.9 million, an impressive 19.5 percent increase from 2009. They are projecting a compound annual growth rate (CAGR) for professional headset revenues over the forecast period (2011-2017) of 10.7 percent.
It appears that the increasing adoption of Unified Communications (UC) solutions is the main growth driver for headsets in the enterprise space. Headset vendors are beginning to differentiate UC headset sales from traditional headset sales. Frost & Sullivan estimates that approximately 10 percent of contact center and office (CC&O) headset revenue in 2010 came from UC headset sales.
You are probably wondering what a UC headset is. Even the authors of the study admit that “Unified Communications (UC)-enabled headsets are an emerging and evolving type of devices and, with some ambiguity surrounding UC itself, it’s easy to confuse what these devices are really offering to the end user “. Here is how they defined UC headsets:
“Simply put, UC headsets expand the communication eco-system, permitting remote work groups to efficiently collaborate in real time. Also, UC headsets are usually described as advanced endpoints that are used across devices, platforms and applications. Frost & Sullivan believes that these headsets are both fueling growth in the UC market as well as benefiting from the strong adoption of UC in the enterprise space (snow-ball effect). For a headset to be considered UC it must be able to:
· Interact with a PC via USB dongle, USB adapter or base station.
· Integrate with different UC communications servers (e.g. Microsoft, IBM, Cisco, Avaya, among others)
While many UC headsets offer superior sound quality, smart sensor technology, battery status notifications, and many other advanced features, these should not to be confused as being UC-only features. For a headset to be considered UC it must include the two aforementioned attributes.
A third criterion, headset-user presence, is also beginning to appear on the newest headset models. While not all UC headsets today include presence, Frost & Sullivan considers that this will become a standard in all UC headsets moving forward.”
The majority of headset vendors have picked up on the UC trend and are developing partnerships with UC solution providers such as Avaya, Cisco, IBM, Microsoft, among others. They are launching UC-certified headsets that integrate directly into certain UC platforms and offer advanced functionality such as presence.
First-generation UC deployments tend to use corded headsets and not wireless. The trend, however, has been to purchase wireless headsets once the corded headsets have completed their life cycle.
The UC opportunity is also changing the channel, with system integrators taking a more prominent role. Frost & Sullivan believes that system integrators have the largest future CC&O headset growth potential.
Overall, Frost & Sullivan believes that the UC opportunity is one of the most significant opportunities in the headset market’s history and expects this trend to significantly boost headset sales going forward.
Plantronics’ Savi Office and the newly launched Savi 440 and Savi 700, Voyager PRO UC, as well as their Blackwire 200, 420 and 600 series are examples of advanced, UC headsets, interoperable with various UC technologies.
Look at the Voyager PRO UC. It’s a Bluetooth headset, which automatically answers calls, transfers calls between the mobile phone and the headset, and when the user is on a mobile or PC call, softphone presence is automatically updated. It also eliminates accidental dialing by locking the call button when the headset is not worn. Users also get voice alerts about remaining talk time, connection status, battery level and mute.
Source: Plantronics: http://www.plantronics.com/us/product/voyager-pro
GN Netcom’s portfolio also features a number of UC headsets in the BIZ, GN, Go and PRO series. Let’s take the Jabra Go 6470 Bluetooth Wireless headset system as an example. It is a multi-purpose headset that works with desktop, mobile and PC phones. It also features a touch screen with a smart setup wizard, automatic microphone tuning and phone compatibility settings, wideband sound (150–6,800 Hz), and the dual-microphone Noise Blackout system.
As communications tools proliferate in the workplace, users will be increasingly tempted to seek to consolidate their communications endpoints. Headsets are becoming increasingly intelligent, providing some basic call-control capabilities and a single access to multiple communications devices (desktop, PC and mobile phones). As IT looks to consolidate systems at the back end, users will increasingly demand some consolidation at the front end. And who doesn’t want to be able to communicate hands-free – not just when driving, but also while in the office? Multi-tasking is the knowledge worker’s most common MO (modus operandi) and we are no strangers to typing, filing, viewing web pages or even handling some household chores while on hours-long conference calls. I believe, in the future, headsets will become the most common device among office workers.