Noise in multi-channel contact centers

On August 9, 2020

Today, some of the legacy call centers are being converted to multi-channel contact centers. In addition to taking phone calls, the agents also provide service via other non-voice channels like: live-chat, social media and emails. These multi-channel contact centers are noisy like the legacy call centers but is there a difference in the approach for […]

Mask noise and handle privacy in the call center

On July 27, 2020

This special blog post is dedicated to a video that explains the advanced Noise Firewall technology for call centers that is implemented in both PBXMate for call centers and SoliCall Connect.

Noise Cancelling Headsets – the soft version

On March 19, 2020

What is required from a software to replace a noise cancelling headphone? In this post we will review the multiple functions of the noise cancelling headsets and discuss how they could be replaced by a software. Echo Cancellation Echo is one of the most disturbing source of noise. It appears when the audio that is […]

Bandwidth to cancel noise in call centers

On August 8, 2019

How much money are you loosing every day due to the noise in your call center? How many outbound sales calls fail since the customer is annoyed by the disturbing noise coming from your call center? How much effort needs to be invested to fix the inaccurate results of your speech-to-text engine that are caused […]

On April 12, 2019

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 & […]

call center quality – noise cancellation

On August 29, 2018

[EDITED] For an explanatory video please check the post on reducing noise in call centers. Background Call centers are crowded locations in which agents are sitting next to each other making phone calls to customers. As a result, these phones calls contain a lot of ambient noise that is caused due to the physical conditions […]

Cancel noise in cloud-based call centers

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 […]

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 […]