With the introduction of the premium DA80 USB audio processor this year, Plantronics has created a product that delivers high-quality audio and contextual intelligence to provide the best possible customer experience out there. It replaces the DA45.

The solid, high-quality DA80 (MSRP $99.00) has intuitive rocker-style buttons with controls for most-used call functions: Answer/End; Volume Up and Down; and Mute – along with indicator lights that alert incoming calls (flashing green); active calls (steady green); and mute (red).

Plantronics Spokes software solutions take the DA80 one step further by revealing insights on CSR and customer communication to contact center managers through the detection and delivery of multiple pieces of intelligence, such as headset disconnections and frequent use of mute control. Several major ACD and CRM systems vendors will be integrating these events into their systems to help manage call center performance.

For example, Plantronics Hub software can automatically lock a CSR’s screen when the headset is disconnected, eliminating a process step and helping with security compliance. Simple incremental improvements like this add up to large overall gains in operational effectiveness, and improved CSR and customer satisfaction.

Now more than ever, customer satisfaction is of utmost importance; concerns must be worked through quickly and effectively. According to research by Lee Resources, 91% of unhappy customers will not willingly do business with you again. With the prohibitive cost of bringing in new customers – 6 to 7 times more expensive to gain a new customer than to keep a current one (source: White House Office of Consumer Affairs) – it benefits a company to pay attention to its first line defense: the contact center.

Bill Loewenthal, vice president of enterprise solutions at Plantronics told TMCnet.com that “the DA80 is far more than a simple step forward in performance and usability for a USB connection device. It helps our customers provide smarter customer service and impact business outcomes.”

By building the Plantronics DA80 into their softphone strategy, our customers will be on a platform that will provide unprecedented insight into CSR and customer interactions, leading to real business results.”

More great features of the DA80:

•Superior digital audio helps meet OSHA and Noise at Work regulations

•Plantronics technology that detects and reports on call events, revealing insights to make operations run more efficiently

•Downloadable firmware updates and the ability to carry unique serial numbers creating consistent, managed service levels across your center

•Open APIs add intelligence and inform work flows

•Unique serial numbers for asset management

•To train agents, or to include supervisors on calls, a Y-cord can be used with the DA80.

Check out this video that features the compatibility of the DA80 with Customer Interaction Center from Interactive Intelligence:
The DA80 is covered by a two year warranty.