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.
With the HS-1500BT 11’s AI-powered noise cancellation and Active Noise Cancellation (ANC), it creates a quieter environment for both agents and coaches, boosting productivity across the floor.
The fact that these headsets are wireless and come with built-in noise-cancellation is another selling point for Cyber Acoustics.
The HS-1500BT II offers a more cost-effective, scalable solution, allowing agents to move freely across the call center without relying on expensive base stations or DECT-specific infrastructure.
Another advantage of the Agent Assist Solution is that it eliminates the need for costly noise-canceling software subscriptions.
These noise-cancellation subscriptions can incur costs of $3 to $5 per agent per month in additional fees.
The AC-304TR and HS-1500BT II headsets provide “superior” noise cancellation without the need for monthly subscriptions, delivering significant long-term savings, as Mitskog explains:
“These solutions that have been around for 35 years often don’t have any background noise cancellation, making it harder for customers to hear agents in noisy environments.”
The Future of Call Center Technology: Why Choose Agent Assist?
Adopting the Agent Assist Solution helps contact centers stay ahead of industry trends and improves both agent performance and customer satisfaction.
“When we brought this solution out nobody had it,” Mitskog says.
“We filed IP on it, and it’s been so well received by financial customers, by healthcare, and by the General Consumer Service Center for customer experience centers.”
Mitskog details how the solution’s ROI is “immediate,” thanks to savings on hardware, software, and maintenance costs.
Additionally, over time, the flexibility, AI-powered capabilities, and wireless design of the system contribute to a more productive and efficient call center environment, ensuring even more business value.
According to Mitskog, Cyber Acoustics’ Agent Assist offers a forward-thinking, cost-effective alternative to traditional contact center technologies.
By replacing outdated QD headsets, DECT wireless systems, and costly noise-canceling software subscriptions, it improves communication, training, and overall efficiency.
The solution’s wireless design, AI-powered noise cancellation, and seamless coaching features “set a new standard for modern contact centers,” providing a competitive edge and delivering both short-term and long-term benefits.
To find out more about Cyber Acoustics and its CEO, Thor Mitskog, you can watch his two exclusive interviews with CX Today here and here.
For more information on the company’s headsets, check out this story on CX Today or visit the Cyber Acoustics website.
