Call center VoIP software offers many benefits for businesses which choose to switch over from traditional circuit-switched communications. Call center VoIP software allows providers to communicate through many different modes; fax, voice, instant messaging, and web are just a few of those options. There are also obvious cost reductions included with call center VoIP software. However, there are sometimes audio quality problems associated, such as background noise, packet loss, and echo. Now voice quality enhancement (VQE) software can fix these problems.
VQE software can be integrated directly into an IP media server. An IP media server is a common, shared IP media processing resource used for a broad range of applications. This is the most obvious, and effective, place to put the VQE software, because it branches out and corrects any and all sources of poor audio quality.
How can your company, and your call center VoIP software, benefit from VQE software? According to an article in Communications Magazine by Ray Adensamer, much is to be gained, and all of those problems can be tackled.
1. Audio Noise – VQE offers three approaches to eliminating excessive noise:
a. Noise Gating: This mechanism allows the reduction of background noise by sensing when someone is speaking. When they are not, unnecessary noise is blocked from coming through the line.
b. Noisy Line Detection: Noise line detection reports four noise conditions to the application server: background noise, impulsive noise, continuous signal noise, and low signal-to-noise ratio. The moderator can then choose whether or not to mute the line.
c. Noise Reduction: This service is similar to noise gating, but goes a step beyond. It removes any unwanted noise, but still allows speech to come through.
2. Packet Loss – Packets can get lost or delayed when networks get busy or congested. Packet loss concealment replaces lost or delayed packets with predictions from previously received audio. This process is designed to restore these packets for a majority of congested network scenarios, and speech replacement makes the packet loss almost undetectable to customers.
3. Acoustic Echo – When a speaker’s voice is transmitted through the receiver’s microphone and back to the speaker, a caller can hear a delayed echo of their voice. Acoustic echo cancellation can reach in and remove the sender’s voice before it makes it back through the line.
4. Voice Quality Metrics – VQE also offers a way to monitor quality and performance of call center VoIP software. The metrics capture statistics for all three categories: packet loss, audio noise, and acoustic echo.
By incorporating call center VoIP software and VQE software, businesses are now able to realize the economic and technical benefits of VoIP networks while still delivering the highest quality service possible to their customers.