Cloud Contact Center Software

Five9 and the Five9 logo are registered trademarks of Five9 and its subsidiaries in the United States and other countries. Other marks and brands may be claimed as the property of others. The product plans, specifications, and descriptions herein are provided for information only and subject to change without notice, and are provided without warranty of any kind, express or implied. Copyright © 2018 Five9, Inc.

Recommended HeadsetsReference Guide

July 2018

Use these guidelines when acquiring headsets for your Virtual Contact Center (VCC) agents and supervisors.

ii Recommended Headsets

About Five9

Five9 is the leading provider of cloud contact center software, bringing the power of the cloud to thousands of customers and facilitating more than three billion customer interactions annually. Since 2001, Five9 has led the cloud revolution in contact centers, delivering software to help organizations of every size transition from premise-based software to the cloud. With its extensive expertise, technology, and ecosystem of partners, Five9 delivers secure, reliable, scalable cloud contact center software to help businesses create exceptional customer experiences, increase agent productivity and deliver tangible results. For more information visit www.five9.com.

Trademarks

Five9®Five9 LogoFive9® SoCoCare™Five9® Connect™

iii Recommended Headsets

Chapter 2

What’s New

This table lists the changes made in the last six releases of this document:

Release Changes

July 2018 • Corrected the image for Plantronics Blackwire C5220T Stereo.

June 2018 • Added Plantronics Blackwire C5220T Stereo.

May 2018 • Removed Jabra Biz 2400.• Added these Plantronics headsets:

– Plantronics EncorePro HW515– Plantronics EncorePro HW525– Plantronics EncorePro HW715– Plantronics EncorePro HW725– Plantronics Voyager Focus UC B825

April 2018 • Added Plantronics Savi 740/745.

November 2017 • Added Jabra BIZ 1500, Jabra BIZ 2300, Jabra BIZ 2400 II, and Jabra Evolve 40.

October 2017 • Added Windows 10 to Plantronics Savi 4XX.

September 2017 • Added Plantronics Blackwire C435.

1 Recommended Headsets

Headsets Suggested for Your Contact Center

This guide lists wired headsets that Five9 recommends for your VCC agents and supervisors. These headsets were tested by Five9 personnel and are proven to work effectively with Five9 applications in the listed operating systems.

Use this guide only as reference when acquiring headsets because test results can vary depending on your hardware, network traffic, operating systems, and general work environment. To ensure that you select the best headsets for your environment, test the headsets before purchasing them.

Five9 recommends USB-connected headsets with noise-canceling features.

Five9 does not recommend wireless (non-USB and analog) headsets because use in when more than 10 agents are active simultaneously because voice quality and other audio characteristics may be impacted, which would result in a customer experience of low quality. If you plan to use wireless headsets, test them thoroughly in your environment.

For the iPad, you can use any headset that is compatible with A2DP-compatible (Advanced Audio Distribution Profile) Bluetooth device certified by Apple for use with iPad devices.

Testing Protocol and ResultsFive9 asked more than one hundred users who acted as agents to test the calling party and the agent experience by calling home users on an analog phone:

• Each headset is tested in the listed operating system.• Each call contained these test elements:

– Measurement of latency: counting by the parties.

Important If you report voice quality issues with wireless or other unapproved headsets, you may be asked to test and analyze the network characteristics in your work environment to determine whether the wireless or unapproved headsets are contributing to the issues.

Headsets Suggested for Your Contact Center Headsets

2 Recommended Headsets

– Clarity of letters, such as F, X, and S: serial number.– Overall clarity of the conversation by using tongue-twister text.

A good headset provides the same audio experience for the agent and the other party, for example: four stars each. Testers assigned a rating as follows:

HeadsetsFor complete product information, contact the manufacturers.

Rating Description

Best (5 stars) Highest rating, which indicates that sound and voice quality are good.

Good (3 or more stars) Headset not tested but part of a tested series that received a high rating.

Jabra BIZ 1500Jabra BIZ 1900Jabra BIZ 2300Jabra BIZ 2400 IIJabra Evolve 40

Logitech G35Logitech H570ELogitech H650E (Stereo PN: 981-000518)Logitech H650E (Mono PN: 981-000513)Logitech H820E

Plantronics Blackwire C435Plantronics Blackwire C5220T StereoPlantronics Blackwire 520Plantronics Blackwire 720Plantronics Blackwire 725Plantronics EncorePro HW515Plantronics EncorePro HW525Plantronics EncorePro HW715Plantronics EncorePro HW725Plantronics Voyager Focus UC B825Plantronics Savi 4XXPlantronics Savi 740/745

Sennheiser SC 630 USB ML

Headsets Suggested for Your Contact Center Headsets

3 Recommended Headsets

Jabra BIZ 1500

Jabra BIZ 1900

• Windows 7 (Home Premium 64, Pro, Enterprise, and Ultimate)

• Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit)• Windows 10 (Home, Pro, and Enterprise)• Mac OS X (10.9 – 10.12)

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Apple Mac• Microsoft Windows

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

4 Recommended Headsets

Jabra BIZ 2300

Jabra BIZ 2400 II

• Windows 7 (Home Premium 64, Pro, Enterprise, and Ultimate)

• Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit)• Windows 10 (Home, Pro, and Enterprise)• Mac OS X (10.9 – 10.12)

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows 7 (Home Premium 64, Pro, Enterprise, and Ultimate)

• Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit)• Windows 10 (Home, Pro, and Enterprise)• Mac OS X (10.9 – 10.12)

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

5 Recommended Headsets

Jabra Evolve 40

Logitech G35

• Windows 7 (Home Premium 64, Pro, Enterprise, and Ultimate)

• Windows 8 (Pro, 8.1 Pro, and 8.1 64 bit)• Windows 10 (Home, Pro, and Enterprise)• Mac OS X (10.9 – 10.12)

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows 7• Windows 8• Windows 10• Mac OS® 10.7 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

6 Recommended Headsets

Logitech H570E

Logitech H650E (Stereo PN: 981-000518)

• Windows 7• Windows 8• Windows 8.1 (32-bit or 64-bit)• Windows 10• Mac OS® 10.6 and higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows Vista• Windows 7

• Windows 8 (32-bit or 64-bit)• Windows 10• Mac OS® 10.7 and higher• Linux

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

7 Recommended Headsets

Logitech H650E (Mono PN: 981-000513)

Logitech H820E

• Windows 7

• Windows 8 (32-bit or 64-bit)• Windows 10• Mac OS® 10.7 and higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows 7

• Windows 8 (32-bit or 64-bit)• Windows 10• Mac OS® 10.7 and higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

8 Recommended Headsets

Plantronics Blackwire C435

Plantronics Blackwire C5220T Stereo

• Windows 7

• Windows 8 (32-bit or 64-bit)• Windows 10• Mac OS® 10.9 and higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows® 7 Pro, Enterprise, Ultimate, and Home Premium 64-bit

• Windows 8 Pro • Windows 8.1 Pro (32 and 64-bit)• Windows 10 Pro, Home, and Enterprise• Mac OS 10.11 and higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

9 Recommended Headsets

Plantronics Blackwire 520

Plantronics Blackwire 720

• Windows® 7• Windows® 8• Mac OS® 10.7 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows® 7 SP1 or later• Mac OS® 10.7 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

10 Recommended Headsets

Plantronics Blackwire 725

Plantronics EncorePro HW515

• Windows® 7• Windows® 8• Windows XP® • Windows Vista®• Mac OS® 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows® 7• Windows® 8

• Windows® 10• Mac OS® 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

11 Recommended Headsets

Plantronics EncorePro HW525

Plantronics EncorePro HW715

• Windows® 7• Windows® 8

• Windows® 10• Mac OS® 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows® 7• Windows® 8

• Windows® 10• Mac OS® 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

12 Recommended Headsets

Plantronics EncorePro HW725

Plantronics Voyager Focus UC B825

• Windows® 7• Windows® 8

• Windows® 10• Mac OS® 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows® 7• Windows® 8

• Windows® 10• Mac OS® 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

13 Recommended Headsets

Plantronics Savi 4XX

Plantronics Savi 740/745

• Windows XP• Windows Vista• Windows 7• Windows 8• Windows 10 Home, Pro, and Enterprise (5 stars all)• Mac OS 10.6 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

• Windows® 7 Home Premium x64, Pro, Enterprise, and Ultimate

• Windows 8 Pro, 8.1 Pro, and 8.1 x64• Windows 10 Home, Pro, and Enterprise (5 stars all)• Mac OS 10.11 or higher

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party

Headsets Suggested for Your Contact Center Headsets

14 Recommended Headsets

Sennheiser SC 630 USB ML

• Windows Server 2008 R2• Windows Server 2003 (except IA-64)• Windows Server 2000 with Service Pack 4 (SP4)• Mac OS 10.4.8 or the latest version (Intel-based)

Product details

Average Rating Windows Environment Mac Environment

Agent

Other party