Challenges Remain for Voice Services

Some of the most common problems plaguing voice services are computerized spam calls and call quality.

There have been technological leaps when it comes to voice services as they tap into the scalability and agility of cloud capabilities. Many enterprises are shifting to hosted services and watching their communications costs plummet while enjoying a broad range of features and collaboration tools.

Even as voice services advances, there are three major areas where there are still significant challenges:

Voice Bots Powering Spam Calls: Just as enterprises appreciate the ability to automate routine calls and free agents up to assist callers with more complex questions, spammers are benefitting from the same technology. Robocalls are no longer limited to one per agent at a time; instead, bots are able to dial hundreds or thousands of calls each minute from automated call centers.

Some solutions are in the works for this problem. Some countries prevent calls from automated centers with regulatory initiatives. Big tech is also biting back with an intelligent answering machine that recognizes spam calls with a robot sensor and hangs up if the call is spam.

Poor Call Quality: While Voice over Internet Protocol (VoIP) technology has made important advances in recent years, there can still be some difficulty when calls are outside of the network. If a call is made within the same infrastructure, there’s no distortion and there’s a high level of quality to the call. When someone calls a contact center outside of the network, there’s a flow through the network and – as a result – both the call center employee and the caller experience a lower quality call.

Some voice services experts predict that 5G will solve the poor call quality problem, but it’s probably ambitious to think that it will be an instantaneous solution. Not all operators will be covered. Fortunately, it can be expected that each passing year will bring improvements.

Teleconference Sound Quality: The third issue for voice services is in teleconferencing where sound quality can be poor. Enterprises generally accommodate this by preparing the room with solutions for minimizing sound wave reflection on the walls as well as positioning speakers and microphones for the best possible reception.

Artificial intelligence is being utilized to process an outbound signal in real time – eliminating irrelevant noises and adding emphasis to voice. This can be challenging because incidental noises are not uniform and are in constant change. There are existing solutions, but they are still working on identifying incidental noises versus voices on the call.

Despite advances in voice services, there are more improvements to come. For instance, language translation will be a big area of opportunity for global business along with the three challenges listed above.

For more information on voice services,contact us at Compass Solutions. We can help you identify the communications technology best positioned to address these challenges as solutions become available.

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