High-Quality Professional Headsets Improve the ROI of Collaboration Tools

-- Frost & Sullivan discusses why high-quality, cost-effective headsets boost user performance and drive adoption of advanced communications tools
2014-06-18 19:44 1733

MOUNTAIN VIEW, Calif., June 18, 2014 /PRNewswire/ -- Improved economic conditions, as well as growing adoption of personal computer (PC)-based communications and unified communications (UC) are driving demand for contact center and office (CC&O) headsets. In particular, end users in the UC space are using CC&O headsets that improve sound quality, reduce background noise and boost comfort in a voice over Internet protocol (VoIP) call. Superior user experience accelerates adoption of advanced collaboration tools. Market participants should take advantage of this trend by offering UC-enabled headsets, which are expected to account for 42 percent of total CC&O headset revenues by 2020.

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A new analysis from Frost & Sullivan entitled Analysis of the Global Contact Center and Office Headset Market reveals that in 2013 the market earned revenue of $1.06 billion, which is estimated to more than double to $2.45 billion by 2020 at a compound annual growth rate of 12.7 percent. Thus far, market growth has been mostly driven by renewed demand for CC&O headsets in North America and improved headset sales volumes in Europe.

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"The CC&O headsets market will continue to expand as the installed base of activated PC communication clients more than triples by 2019," said Frost & Sullivan Unified Communications Industry Manager Alaa Saayed.

However, the high cost of advanced headset models is deterring price-sensitive companies from acquiring these devices. Many such businesses are purchasing less expensive knock-off brands instead. That trend, coupled with the use of low-priced consumer headsets in the enterprise setting is reducing the overall growth potential of high-quality, enterprise-grade headsets and is effectively preventing users from experiencing the full benefits of advanced communications tools. In addition, limited demand in the mature and saturated contact center market has also slowed down market growth.

"To overcome these challenges, CC&O vendors should promote the capabilities of headsets against other types of enterprise endpoints," suggested Saayed. "They could also consider leasing headsets and offering more economical enterprise-grade headsets to cost-conscious customers looking to move to UC and cloud-based communications."

Vendors must also focus on providing robust customer service and strengthening their existing channel structure by partnering with UC and cloud-based communication providers. They would also do well to broaden their product portfolio and stay abreast of the latest trends in the market.

Analysis of the Global Contact Center and Office Headset Market is part of the Conferencing & Collaboration ( Growth Partnership Service program. Frost & Sullivan's related studies include: The Future of Enterprise Communications from a Customer Perspective, A Sustainable Approach to Hosted IP Telephony and UCC Services Deployment, Analysis of the Global Web Conferencing Market, and Microsoft Lync: Market Impact and Growth Potential. All studies included in subscriptions provide detailed market opportunities and industry trends evaluated following extensive interviews with market participants.

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Analysis of the Global Contact Center and Office Headset Market

Clarissa Castaneda
Corporate Communications – North America
P: +1-210-477-8481
F: +1-210-348-1003

Source: Frost & Sullivan
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