Video: 10 Minute IT Jams - The rundown on Poly's headsets

Hybrid work has changed how people connect. For many, the humble headset has become an office essential.

As millions transitioned to remote and hybrid arrangements during the COVID-19 pandemic, technology companies raced to support new ways of working. Account manager Laura Petty from Poly, a company specialising in collaboration devices, discussed how headsets have shifted from being niche accessories to vital equipment.

"We've seen headsets move from being a basic endpoint which only certain users in an organisation required, to a device that's really needed for pretty much everybody in their roles," she explained. "This has come about in the shift to more of a hybrid-based workforce, which was accelerated by COVID."

According to Petty, while remote work surged last year, many people initially made do with whatever headphones they had on hand. "In some cases this was a consumer headset which really aren't designed to be used on platforms like Teams or Zoom. Users and the far end were really kind of having a poor experience with those," she said.

Poly responded by showcasing the tangible improvements a purpose-built device can deliver. "This is where Poly's really helped customers shift to using headsets as a core device," Petty said. "The experience is kind of superior. Organisations are getting engagement, but at the same time users are comfortable. They're not straining to hear what's happening on a call. Our devices look good so they want to wear them, but IT really love them too because they're able to manage and support those devices."

Poly now boasts a broad portfolio of headset options to cater to all types of users and workplaces. "We have four core ranges of devices," Petty explained. "We have the Blackwire range, which is our USB wired devices. We have the Voyager, which is our wireless Bluetooth range. We have Encore for our specialised contact centre wired headsets and Savvy for our wireless contact centre headsets or where maybe office spaces are a little bit congested with wi-fi or Bluetooth."

Petty singled out the Voyager Focus 2, the latest addition to Poly's Voyager range. "We've recently just expanded this range with the release of the new Voyager Focus 2 headset, which takes the user experience to the next level," she said. "We've pulled a number of technologies from our existing devices but also from our video range and our meeting room devices and kind of packed it into this headset."

Among the new features is Poly's 'acoustic fence' technology. "It's kind of like putting a wall around you so that there's no unwanted noises that are passed to the far end," Petty said. Dynamic mute, which warns users if they try to speak while muted, and the ability to enjoy stereo music playback are also included, recognising headsets are now used for more than just calls.

With strict lockdowns still affecting many in New Zealand and around the world, Petty emphasised that having a quality headset can greatly impact productivity and wellbeing in a hybrid work landscape. "It's critical, right? There's been a lot of research out there where we've been talking about this shift to that hybrid workforce model," she said. "By 2024, we expect to see remote workers represent around 30 percent of employees worldwide, which is an increase of 13 percent since 2019."

These workers, Petty pointed out, expect the same level of technology at home as they were provided in the office. "They have the expectation that they're just going to work, and the experience is as lifelike as possible," she said. "Having a good headset really provides the ability to join a meeting or a call no matter where you are or what you're doing and collaborate as if you're talking in person."

She added that professional-grade features improve call quality regardless of background noise. "With a Poly device, with that acoustic fence and active noise cancelling, no one has any idea that the courier's just turned up and my dogs are barking in the background and letting me know that someone's here."

Poly's approach, according to Petty, is not just about offering multiple models, but also ensuring each user has the right device for their working style. "We talk a lot about personas, and there's been a lot of research and work that's gone into this to make sure that the device that you're using is fit for purpose," she said. For someone who works primarily at a desk, a wired device might be ideal. For mobile professionals like Petty herself, wireless is a better match.

Asked why an individual user should choose Poly over other brands, Petty cited the company's long experience and commitment to innovation. "We've been doing this for a really long time. On the headset side it's over 50 years. We know what we're doing. We design devices that are fit for purpose with some of those great technology features like that acoustic fence," she said.

Poly's strength, she continued, is in providing core technology for the whole workflow, not just the individual. "Organisations are using platforms like Teams and Zoom where they require headsets for desktop and remote workers, but typically they're also looking at other areas of technology - meeting room devices or handsets, whether it be reception or warehouses," Petty said. "We don't just stop at the headsets. We can help organisations across all of those different areas to make sure that you've got devices that are able to support your collaboration requirements."

IT departments benefit as well, she added, since having consistent equipment aids support and management. "It's all about consistency in that experience," she said.

For Petty, the heart of Poly's philosophy is straightforward: "We really talk about making sure you've got the right device for that user," she said.