Cyber Acoustics, an expert in agent headsets, is bringing further improvements to contact centers through wireless headsets that include its AI-powered noise cancelation technology.
While equipping agents with best-in-class, noise-cancelling headsets is an excellent start to improving the agent and customer experience, it’s also important to support agents with accurate and insightful feedback and training.
For Cyber Acoustics, this is where the Agent Assist Solution comes in.
The patent-pending tech allows for contact center coaches to wirelessly connect to agents’ headsets at the press of a button.
Coaches can monitor calls live, give instant feedback, and easily switch between agents without swapping headsets or using a split system. This minimizes disruptions and enhances both training efficiency and response speed.
Speaking to CX Today, Thor Mitskog, CEO of Cyber Acoustics, explained some additional benefits of Agent Assist:
“By providing agents with this real-time, AI-powered tool, we can give the call center better experience with their customers, reduce call times, and avoid having to retrain agents on what they did wrong.”
A Modern Solution to an Old Problem
In order to monitor calls and train agents, contact centers have traditionally used wired Quick Disconnect (QD) headsets.
As the name suggests, these headsets are physically wired in, requiring the coach to connect their headset to a splitter for each agent that they want to monitor/train.
Though popular in call centers, QD headsets have significant drawbacks, including no background noise cancellation, requiring additional cables to connect to the computer, limited supervisor mobility, and inefficient setups for monitoring and training.
Mitskog recalled seeing this traditional QD headset setup for himself when visiting a contact center and being asked whether Cyber Acoustics could provide a solution that could drive a better, more efficient training/monitoring experience.
His company delivered.
Cyber Acoustics’ wireless solution eliminates these limitations, offering seamless connectivity and real-time monitoring without the need for physical headset swaps or complicated split systems.
So, let’s take a closer look at how the headsets operate.
The Agent Assist Headsets
Cyber Acoustics’ Agent Assist Solution is built around two advanced headsets – the AC-204TR and AC-304TR – which pair with the HS-1500BT II wireless supervisor headset.
The AC-204TR is an affordable, adjustable headset with a lightweight design and replaceable earpads. It also comes with ComputerTalk’s Environmental Noise Cancellation (ENC) technology.
The AC-304TR, on the other hand, is a high-performance headset equipped with AI-powered noise cancellation, which removes all background. Its multi-microphone design, powered by a hardware AI chip, filters out all background noise, ensuring clear communication in noisy environments.
The HS-1500BT II wireless coach headset connects to both the 204 and 304, and is the key to seamless real-time monitoring and training.
The Agent Assist Headsets offer other benefits, including the ability for agents to freely move to product labs for customer troubleshooting and for contact center clients to listen to agent calls during onsite audits.
