The Importance of Audio Quality in Call Centers

  • Posted by admin
  • On June 1, 2011
Background Telephony is the main (and usually the only) communication channel between Call Centers and their customers. The efficiency and quality of the telephony interactions between a Call Center and its customers is a key factor to the Call Center’s business success.  This efficiency and quality can be divided to two major categories: Information & […]
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Automatic Speech Recognition (ASR) in IVR Systems

  • Posted by admin
  • On May 1, 2011
Background The most important role of an IVR system is to efficiently handle incoming calls allowing the organization to improve its service while saving time & money when processing these calls. In order to improve ROI and increase customer satisfactions, organizations need to implement an efficient IVR that quickly gathers the necessary information from the […]
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Critical Factors to Assure High Audio Quality in VoIP

  • Posted by admin
  • On April 1, 2011
Background Many organizations today want to deploy / develop VoIP applications. The need for audio communication is required for many applications like customer support, internal communication between employees etc. VoIP is used as the underlying technology because it is the industry standard for voice communication, it can give high quality and it is usually a […]
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Improving the Accuracy of Speech Recognition Applications

  • Posted by admin
  • On February 24, 2011
Background One of the main problems that can badly impact the accuracy of speech recognition is ambient noise. Ambient noise and especially non-stationary noise is very problematic. See Cancelling Ambient Noise In Telephony for explanation on the nature of ambient noise. The problem with ambient noise is that the speech recognition engine has difficulty to […]
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Cancelling Ambient Noise in Telephony

  • Posted by admin
  • On February 13, 2011
What is ambient noise? Ambient noise is all sounds that are picked up by the microphone but are not part of the conversation. Usually all sounds that are not originated from the vocal tract of the speaker are considered ambient noise. Types of ambient noise Stationary Noise – monotonic sound that has similar acoustic characteristics […]
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