Noise firewall is a software solution for call centers. It blocks the ambient noise of the call center and prevents customers from overhearing it.
The main benefits of the noise firewall solution are:
• Customer experience (CX). Shield the customers from ambient noise of the call center such as other agents talking with other customers, supervisor giving instructions, announcements on the PA etc.
• Security and regulations. Protect sensitive and private data from being overheard by the customers which corresponds with regulations such as PCI, FedRAMP, HIPAA and GDPR.
• Automation. Improve the accuracy of transcription and analytic in noisy call centers.
The noise firewall solution can be deployed by using one of the following products:
• SoliCall Connect. This product does not connect to the telephony infrastructure. It receives the audio by generating a virtual microphone and speaker on the PC. This technique enables simple integration with any softphone that is running on Windows.
In addition to improving audio quality, the noise firewall also provides statistics on call quality and prepares a noise-map of the call center. This information enable ongoing monitoring and improvement.