Genesys Cloud CX

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  • 1.  Preferred headsets for Genesys Cloud

    NEW MEMBER
    Posted 12-07-2022 11:37

    Hi!

    Does anyone know if there is a preferred headset when using Genesys Cloud?  Are there any requirements/options/considerations that should be considered when purchasing headsets?  Are there any plug & play headsets that do not have to be configured? Are there any videos that show how to configure a headset for Genesys Cloud?  Thanks in advance for your help.


    #Unsure/Other

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    Nancy Watts
    Henry Ford Health
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  • 2.  RE: Preferred headsets for Genesys Cloud

    Posted 12-07-2022 12:59
    didn't have to do this.  Moved to Genesys and our agents all just used the same USB headset as before.  Now, our headsets are Teams Certified, but we were informed that any USB headset should work.  You will need to configure your sound settings when first accessing.

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    John Anaya
    Amdocs Management Limited
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  • 3.  RE: Preferred headsets for Genesys Cloud

    Posted 12-07-2022 13:25
    The short answer is that if your computer says 'hey I have a recording device and a playback device' it will work. We have users who (choose to) use their laptop speakers and built-in mic without issues, and a plethora of users who bought their own very random headset - and they all 'just work.'

    Now if you want your reps to be able to use some of the call control functions that some headsets have, like the answer button or hangup, then only a few brands and models work, and they require you to install the right software for it and the reps have to set some stuff up on their end... aka don't bother with that rabbit hole.

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    Brad Murlin
    Zillow, Inc.
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  • 4.  RE: Preferred headsets for Genesys Cloud

    Posted 12-07-2022 14:07
    My advice is to try to avoid wireless headsets, particularly in a busy office (less of an issue if agents work from home, but still.)

    There is only so much "room" in the wireless frequencies and I have seen headsets interfere with each other. They can also be affected by other interference from either wireless devices or things like electric motors nearby! Wired headsets don't tend to suffer from this....

    HTH

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    Paul Simpson
    Eventus Solutions Group
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  • 5.  RE: Preferred headsets for Genesys Cloud

    NEW MEMBER
    Posted 12-07-2022 14:19
    Thank you for the information!

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    Nancy Watts
    Henry Ford Health
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