A headset for every use case: Cisco 500 series headset
January 03, 2022

A headset for every use case: Cisco 500 series headset

Anonymous | TrustRadius Reviewer
Score 3 out of 10
Vetted Review
Reseller

Software Version

Cisco Headset 500 Series

Overall Satisfaction with Cisco Headsets

It is used as a headset by the client's switchboard operators. The switchboard operators work in a high call volume environment and they needed to be able to answer calls even when they are not on their desk. We supplied the 561 headsets. The use case was limited to switchboard operations only although the client would have extended the use of that headset to their contact center agents who had a similar requirement.

Pros

  • Clear audio
  • Good microphone sensitivity.
  • Easy to use controls, even for the visually impaired.

Cons

  • Firm connection with the charging cradle ( for 561 headsets).
  • Solid build like their competition or the 700 headset.
  • Braille on the controls for the visually impaired.
  • 13% decrease in the ring duration before calls are answered.
  • 4% increase in call volumes handled.
[The] quick start guide is straightforward. The process was not long and complex. We got the headsets working in no time at all. Cisco should continue to make endpoint onboarding simpler with less administrative work.
Call duration decreased slightly as the operators were now able to hear their calls clearly and not have to ask the customer to repeat themselves. From a customer perspective, their experience with the switchboard improved significantly ( customer rating of 4/5 from a previous 2/5). The most notable improvement being called answered quicker and being directed to the right person the first time.
I did not use the app as I wasn't aware of it.
The build quality for the Jabra and Poly headsets was poor. Unfortunately, the Cisco headset didn't outperform them in that aspect.

Do you think Cisco Headsets delivers good value for the price?

Yes

Are you happy with Cisco Headsets's feature set?

Yes

Did Cisco Headsets live up to sales and marketing promises?

Yes

Did implementation of Cisco Headsets go as expected?

Yes

Would you buy Cisco Headsets again?

No

The Cisco 531 headset was a breeze to use, it just worked. [However] the 561 needs some work on the charging stand cradle. The connection is not firm so charging the headset becomes a problem. Both headsets work very well for what they were designed to do, it is only the charging port that wasn't built properly. Build quality is another issue. Cisco should consider using the same [materials] as used in the 70p series headsets or even better. Customers are willing to pay more for a headset that lasts longer and works as intended.

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