High Definition Voice, a Boon to the Contact Center – Really?

Ken Landoline
Ken Landoline

Summary Bullets:

  • As VoIP and SIP become commonplace in the contact center environment, high definition voice is a potentially appealing enhancement to improve agent/customer communications, which some believe would result in shortened call times and therefore reduced phone bills.
  • However, with complaints about customer service escalating, there seem to be more pressing customer service issues to tackle that cannot be solved by simply broadening the bandwidth of the voice connection in order to improve audio quality.

Recently I have been reading and hearing a great deal about how high definition (HD) voice is, or soon will be, changing the world of voice services. The major cellular carriers are planning to introduce HD voice on their mobile phone connections in the coming year, the new Apple iPhone 5 has HD voice capabilities, audio and videoconferencing providers are already offering HD voice as an enhancement to their teleconferencing portfolios, and several landline carriers (at least those outside the U.S.) are providing HD capabilities on their public phone networks. However, for HD voice to really make a difference the connection must be HD quality (between 50 Hz on the low end and 7 kHz or higher on the high end) from end-to-end, as opposed to standard voice lines that transmit between 300 Hz and 3.4 kHz. Therefore, it is not likely that customers calling into a contact center today can be connected via an end-to-end HD voice connection and that HD voice will improve the quality of the conversation between customers and agents. Continue reading “High Definition Voice, a Boon to the Contact Center – Really?”