Who owns your data?

On March 11, 2025

In today’s digital age, data is often referred to as the new currency. From the photos we share on social media to the conversations we have with call centers, personal data is constantly being collected, stored, and analyzed. But who owns all of this data? The short answer is complicated—it often depends on where and […]

Can Noise Cancellation Impact Call Authenticity?

On February 10, 2025

Audio processing filters like noise cancellation and accent neutralization are used in telephony in general and specifically in call centers to improve call quality and make communication more efficient. However, these technologies can also have unintended consequences that impact the authenticity of calls, and they may even create liability issues for call centers. Here’s an […]

Is the call authentic?

On June 8, 2024

In this post we do not want to discuss fraud related issues like impersonation and deepfake. We will discuss legitimate scenarios in which, for example, the call center agent might not hear the original voice of the customer but a slightly different voice due to audio filtering and specifically due to aggressive noise cancelling software. […]

Voice bots in call centers

On November 1, 2023

An emerging technology for call center is the usage of voicebots. The main purpose of introducing bots is to reduce the load from the call center agents. Voicebots are usually the first to receive the telephone call from the customer, provide initial assistance and if required route the call to the best human agent group […]

ASR in a Noisy Environment

On September 19, 2023

Automatic Speech Recognition (ASR) is a powerful technology that uses advanced machine learning and artificial intelligence techniques. ASR improves the quality of service while reducing its cost. Modern ASR engines are being trained to recognize different languages and dialects. They can also be trained for an industry-specific vocabulary. Overall, modern ASR engines are very accurate […]

Boost Speech to Text Accuracy

On July 4, 2022

Natural Language Processing (NLP) is a branch in science that is gaining momentum in the last years. Its holy grail is to build a machine that understand and respond to text or voice data the same way that humans do. NLP has gained momentum due to two main correlated reasons: (1) the increasing usage of […]

Transcription in noisy call centers

On July 18, 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 […]

On November 20, 2016

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 […]

On November 20, 2016

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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