Contact centers are considering HD voice technology
The union of high definition and telephone systems could revolutionize call centers, according to Destination CRM.
HD voice, also known as wideband audio, allows consumers to place calls that are so clear that it may sound as if the customer and company representative are in the same room. Smaller VoIP providers have been utilizing HD voice as a method to hear their consumers more clearly. Some bigger companies, like Skype, are also using the technology to enhance communication between callers.
How it works
HD voice works by using digital signal processing technology to capture and transmit a higher-quality sound over a broadband internet connection. It contains a larger frequency than a regular phone call, so it covers tones closer to the range of human speech, according to Destination CRM's Leonard Klie.
Voice and video conferencing in a business environment are the most common uses of HD voice. According to an interactive multimedia study conducted by a business telephone company, 94 percent of respondents said they thought high definition can enhance voice quality, which in turn can positively impact a business.
Wideband audio can improve speech recognition and do away with misunderstandings. Conversations between an employee and a consumer can go by more quickly, which can lead to an increase in productivity, according to Jim Machi, senior vice president at Dialogic. HD voice is also ideal for making phone calls in busy environments, like the airport. According to Klie, this technology enables crystal-clear voicemails so a person won't have to struggle to understand what is being said.
This integration of this technology is encouraging consumers' interest in VoIP services, according to Klie. Industry experts say that VoIP provides lower costs, flexibility and clearer calls, which is why experts predict VoIP will become the standard phone system in the near future. Sixty-one percent of contact centers already have business VoIP technology, according to research analyst Paul Stockford.
According to the Global Mobile Suppliers Association (GSA), HD technology has already been adopted in 45 mobile networks around the world, and 60 percent of European countries offer services with HD voice, reported Silicon Republic. As American businesses upgrade their phone systems to include VoIP, they should recognize the global impact of HD voice and consider implementing the technology to improve communication.