Genesys Casual

We are curious what headset others are using in their Contact Centers. We currently are using Dell wireless headset but found out they time out after a time period or turn off when they agent removes them from their head. Issues include dead air and Non Responding spikes.  We are considering going back to the wire headset like Sennheiser. Any recommendations?  Thanks 

#Unsure/Other

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Chas Desper
USSFCU - Project Coordinator
Alexandria VA
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Hi Castidade 

In many contact centers we've seen the same behavior with wireless headsets that have wear-detection or power-saving features. When the agent removes the headset or it stays idle for a while, the device can automatically mute, sleep, or disconnect, which sometimes results in dead air or temporary audio drops in the softphone.

Because of that, quite a few contact centers still prefer wired USB headsets for floor agents. Wired models eliminate battery management, pairing issues, and power-saving timeouts, which makes them more predictable in high-volume environments.

In environments I've worked with, the most common brands deployed are:

- Jabra  Evolve 20 or Biz series) 

- Poly / Plantronics (Blackwire 5220)

- EPOS / Sennheiser (SC 60)

All three are widely available in the US

I hope this help you

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Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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Thank you for the information! 

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Chas Desper
USSFCU - Project Coordinator
Alexandria VA
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Original Message:
Sent: 04-10-2026 08:39
From: Kaio Oliveira
Subject: Headsets

Hi Castidade 

In many contact centers we've seen the same behavior with wireless headsets that have wear-detection or power-saving features. When the agent removes the headset or it stays idle for a while, the device can automatically mute, sleep, or disconnect, which sometimes results in dead air or temporary audio drops in the softphone.

Because of that, quite a few contact centers still prefer wired USB headsets for floor agents. Wired models eliminate battery management, pairing issues, and power-saving timeouts, which makes them more predictable in high-volume environments.

In environments I've worked with, the most common brands deployed are:

- Jabra  Evolve 20 or Biz series) 

- Poly / Plantronics (Blackwire 5220)

- EPOS / Sennheiser (SC 60)

All three are widely available in the US

I hope this help you

------------------------------
Kaio Oliveira
GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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I would also review this article from the resource center.
https://help.genesys.cloud/articles/configure-headsets-for-embedded-clients/

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Evan Feick
Sr Technical Account Manager
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