Noise in multilingual call centers

Posted by admin
On May 29, 2019

Some of the call centers provide service in more than one language. This happens in countries that have more than a single formal language or in call centers that provide offshore BPO service to many countries. In these call centers calls are conducted in parallel in many languages. In this post we will not discuss […]

High Availability In Call Centers

Posted by admin
On February 5, 2019

The telephony system in call centers is a critical component that is the heart of the operation. Any disruption to the normal flow of the phone calls will result in a significant damage to the business. For example, let’s look at a busy call center that is unable to accept new calls for few minute […]

Noise cancelling headsets for call centers, what’s next?

Posted by admin
On October 7, 2018

Noise removal in a call center environment is a challenging task. As opposed to non-human ambient noise like street noise and car horn, the background noise in call centers is actually human voices of people talking in the background. When performing noise removal in a contact center environment the challenge is to identify which of […]

Cancel noise in cloud-based call centers

Posted by admin
On August 1, 2018

Virtualization and cloud computing were the triggers for the emerging market of cloud-based call centers. We see more and more vendors offering cloud-based contact center software. If you are looking for a proof that this is no longer a small niche, just take a look at the efforts that Amazon is investing in its new […]

Noise cancellation for at-home agents

Posted by admin
On May 27, 2018

In today’s world, an increasing number of employees are working from their home-office. Few of the advantages of this work model are: reducing cost on infrastructure and shared work spaces, minimizing geographic limitations and saving commute time. There are many organizations that appreciate the advantages of such work model and encourage it. Following are few […]

Transcription in noisy call centers

Posted by admin
On March 25, 2018

Today, modern call centers are deploying sophisticated software components to help them improve customer experience, increase productivity and comply with new regulations. One of the enablers for these new capabilities is the requirement to have a reliable and accurate analysis and transcription of the agent’s voice. Such analysis and transcription is used for many purposes […]

Noise map for call centers

Posted by admin
On September 4, 2017

Background Call centers suffers from significant ambient noise that is originated from multiple locations like: Other agents talking in the background. The supervisor/team-leaders shouting to instruct or enthuse the agents. A nearby gathering in the coffee corner. Such noise reduces the quality of the calls and directly impacts customer satisfaction. In addition the existence of […]

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