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Text-to-Speech for Telecommunications

Telecommunications is a multi-billion dollar industry known for providing fast and excellent customer service, largely in part due to how Text to Speech plays an integral role in organizations’ Interactive Voice Response (IVR) systems. But how is the telecommunications industry going to continue to innovate in the next few years? According to Global Industry Analysts, the global market for IVR systems is projected to reach US$3.5 billion by 2022, driven by the growing role played by customer service automation in shaping brand experience. IBM Watson mentions that 265 billion customer support tickets are made every year, costing businesses an estimated US$1.3 trillion to service these requests.

With this projected industry growth, how will new technology be introduced to improve accuracy and efficiency? By integrating text-to-speech technologies into the telecommunication systems, companies are quickly discovering it can save them both time and money, as well as an improved customer experience.

Image of a common telecommunications interaction. Text to speech for call centers and IVR systems.

This blog article is part 4 in an 8-part series highlighting the applications of Text to Speech. 

Here are some ways text-to-speech technology can be used in telecommunication systems:

  • Call Centers
  • IVR Systems
  • Outbound Call Notifications

Call Centers

Everyone has experienced this frustrating situation once in their life: you have a minor problem – such as a question about your internet bill – and call a number to receive customer support, expecting to talk to a real person. Unfortunately for you, hundreds, or maybe even thousands of people are trying to contact the same call center all at once. What happens next is you are placed on hold for an hour or longer before you finally connect with a support agent. This is frustrating for both the customer and the call center staff, as the customers waste their time waiting to speak to someone and the call center staff can only support a limited amount of customers concurrently. How can this process be improved and streamlined? With Text to Speech, of course!

Text to Speech can eliminate the need for hiring a large number of support agents for a single call center by automating part of the process. Instead of a caller being placed on hold, they can immediately receive a customized voice prompt that provides them – with answers to basic questions – or to be redirected to the appropriate department if needed. Call centers are then able to reduce costs by hiring less support agents and focusing efforts instead on solving higher priority customer issues.

IVR Systems

Interactive Voice Response (IVR) systems are now the benchmark of the telecommunications industry. Most major companies and modern call centers implement IVR systems because of its evolving technology with new improvements in Artificial Intelligence (AI) and speech technology.

Here’s a basic rundown of how it works:

  • First, the IVR system receives a call and it immediately greets the caller.
  • Next, the customer communicates an inquiry using a keypad or their voice.
  • All great IVR systems accept voice response – meaning it utilizes Automatic Speech Recognition (ASR) technology to process the customer’s speech into a query and then processes it.
  • The IVR system gathers the requested information and generates an accurate response, then returns it to the customer in the blink of an eye.
  • For more complex inquiries, the IVR system can also redirect the customer to the next available agent if needed.  

 

So, what is the role of text-to-speech technologies in this landscape? Well, Text to Speech can be implemented as the voice of an IVR system. From the moment the customer makes the call, processes a request, receives help, and hangs up – Neospeech’s pleasant-sounding voice will provide a seamless experience for the customer. The customer will remember a meaningful interaction, rather than a quick solution to their problem, and without needing to speak to an actual representative.

NeoSpeech’s text-to-speech technology also uses Natural Language Processing (NLP) to generate responses so that when a voice is heard – it sounds like part of an everyday conversation. Genesys powers their award-winning IVR solution with text-to-speech voices to personalize that customer experience. The customer’s overall satisfaction with the call experience is made better simply from feeling as though it was a conversation with a real human being.

Outbound Call Notifications

Few companies can afford to manually send outbound calls to all of their customers – and in many cases, it is not cost-effective. But with Text to Speech, it is fast, easy, and cost-effective for an organization to automatically send appointment reminders, emergency notifications, and other important information to its valued customers.  For example, Callfire allows their clients to send voice broadcasts of important alerts within minutes. These outbound calls will also be heard with Neospeech’s natural sounding voices so customers might not even notice an automated system was sending them these reminders.

Check out the first four blog posts of the series on the applications of text-to-speech:

Learn More about NeoSpeech’s Text-to-Speech

Learn more about how Text to Speech can be used to improve your organization’s capabilities by visiting our Text-to-Speech Areas of Application page. And check out our Text-to-Speech Products page to find the right package for any device or application.

If you’re interested in integrating text-to-speech technology into your product, please fill out our short Sales Inquiry form and we’ll be in touch with more information and a free customized demo!

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