Increase Productivity in the Workplace through the Use of Contact Center and Office Headsets

In software-driven offices, the incorporation of software intelligence in headset devices will be paramount for sustained adoption, finds Frost & Sullivan
Frost & Sullivan
2015-11-05 22:20 2332

MOUNTAIN VIEW, Calif., Nov. 5, 2015 /PRNewswire/ -- The global contact center and office (CC&O) headset market is on the cusp of rapid growth driven by the expansion of software-based communications clients. Adoption will continue as organizations realize the role of CC&O headsets in driving productivity in the workplace by enabling hands-free communications and an efficient work environment. As the proliferation and adoption of business desktop communications clients drives the purchase of professional headsets, personal computer (PC)-enabled headsets will also see increasing use by desktop "phone-less" users leveraging unified communications (UC).

Use of Contact Center and Office Headsets Can Increase Productivity in the Workplace, finds Frost & Sullivan
Use of Contact Center and Office Headsets Can Increase Productivity in the Workplace, finds Frost & Sullivan

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New analysis from Frost & Sullivan, Analysis of the Global Contact Center and Office Headset Market (, finds that the market earned revenues of $1.20 billion in 2014 and projects this to more than double to $2.60 billion by 2021. Cordless headset units will represent 31.2 percent of total CC&O headset unit shipments and 58.2 percent of total CC&O headset revenue by 2021. UC-enabled headset revenue is expected to reach $1.51 billion at the end of the forecast period with an estimated compound annual growth rate of 19.4 percent from 2014 to 2021.

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"In new work environments characterized by proliferating user devices, the need for mobility and the desire to eliminate noise, such professional headsets can foster smarter collaboration and enhance worker productivity," said Frost & Sullivan Unified Communications & Collaboration Research Analyst Alaa Saayed. "Providing integration with several devices and applications, as well as extending UC features and contextual intelligence capabilities are added productivity benefits that underline the importance of business headsets."

Despite these evident opportunities, certain factors continue to affect CC&O headset demand. Tough global macro-economic conditions force businesses to shy away from investing in new communication technologies. Additionally, price-sensitive companies prefer low-cost endpoints rather than upper-range devices.

The consumerization of information technology and PC-based communications will drive the use of consumer headsets in the enterprise setting and result in a drop of enterprise-grade headset purchase volumes. To gain market share, professional headset vendors need to integrate new models with popular offerings including UC. Headset suppliers must also build an efficient and ever-evolving channel ecosystem.

"Analyzing different business groups for behavior and endpoint usage patterns will help equipment manufacturers efficiently tailor solutions to end-user requirements," suggested Saayed. "Incorporating software intelligence within headset devices will be another differentiator that will allow vendors to offer significant value to customers in the global CC&O headset 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: Global Enterprise Communications Platforms and Endpoints Market, Growth Opportunities for Professional Headsets in the European Market, Growth Opportunities in the Canadian Professional Headset Market, The Future of Enterprise Communications in the Workplace in North America, among others. 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
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Source: Frost & Sullivan
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