Soundboard Enables Phonological Disorder Agents Succeed in Contact Center

By CIOReview | Monday, August 10, 2015
839
1341
295

FOOTHILL RANCH, CA: Ytel, a provider of cloud based communication solution has unveiled its much acclaimed advanced sounboard technology that will assist agents with phonological disorders to excel in contact center industry.

Phonological disorder, a type of speech disorder hinders with an individual’s use of particular sounds or all of the speech sounds expected from his/her age group. This latest technology guides agents through conversations with scripted audio responses for inbound and outbound calls to enhance business fine tune pitches.

 Voicepath tool utilizes encryption technology to use digital dictation system, to facilitate the transfer of dictations to Voicepath.

Voice dictation can be made on landline or mobile phone by the users with a simple press of a button. It acts like a digital recorder as the sound file is directly inserted into the in-house system. It also provides an easy and cost effective way of outsourcing.

“Agents can now simply press a button on their keyboard or screen to trigger custom pre-recorded dialogue back and forth with their customers,” says Matt Grofsky, CTO of Ytel.

Voicepath provides its clients with high quality transcription services for both single and multi-speaker dictation or interviews and for copy typing of marked-up documents and manuscripts. Dictations or interviews recorded on compact cassette tapes can be converted and transcribed by voicepath. The tool utilizes encryption technology to use digital dictation system, to facilitate the transfer of dictations to Voicepath.

The technology is already built-in to the X5 Cloud Contact Center, adapts dynamic response tree, a response logic with single key or click interaction. It assists conversations to start and stop instantly, in multiple response variations and intuitive reporting to view where call drop offs occur.