It seems everything is coming equipped with “high def,” or high definition, or really, HD for short. Television pioneered all of this HD talk, so much that other technologies and gadgets are following suit. This, of course, includes voice technology through the powers of Voice over IP (VoIP).
Much like HD entertainment, which touts clear views and pretty pictures, HD voice provides ultimate clarity. Unlike the tinny sounding voices from the POTS days, HD voice enables more natural conversations without ever having to repeat oneself, thereby offering better productivity when it comes to matters of business.
What Destination CRM reported was that VoIP providers, specifically upstart ones, are the guys pushing the HD voice as a service. What’s surprising about this is it’s something that is expected of, say, wireless providers, not so much the IP players.
A lot of people ditched voice in favor of voiceless communications, whether it’s e-mail or SMS text messaging, so providers had to make it a more attractive once again. HD voice was one of those technologies saved for conference calls, as its technology provides recognizable voices, accents that are more readily deciphered, and superfluous noise is cut out while it's easier to hear people talking over one another. Since it’s so great, it made sense to shift it over to everyday communication.
"HD voice will eliminate a lot of the misunderstandings and make the conversation go faster. The agent wouldn't have to ask the caller to repeat himself as often," said Jim Machi, senior vice president of marketing at Dialogic (News - Alert), an advanced communications systems provider.
"With [standard-definition] audio, the customer often has to repeat himself, and that costs money in the contact center," added Chris Thorson, director of product marketing at Polycom (News - Alert).
The most obvious comparison for HD voice would be watching television on a regular set versus an HD model. The picture quality is sharper and much more beautiful, bettering the overall viewer experience. That is what HD voice does in audio form.
In the contact center, this means better communication with customers which, of course, means happier customers and more efficient agents.
If the technology can translate over into VoIP recording, then it’s all the better for agents, customers and call center managers.
VoIP recording allows managers to train new employees, evaluate current and new employees as well as provide ongoing coaching. By bringing HD clarity to recording tools, it will allow managers to better monitor and hear the challenges that their staff and customers face and better identify problem areas and review ways to improve.
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Edited by Rachel Ramsey