Looking for a way to reduce background noise in Genesys and enhance customer experience through improving audio quality? In this article, we go over the best solution available on the market to effectively reduce not only unwanted noises but also nearby agent conversations.
What is Genesys?
Genesys is a cloud-based contact center platform that enables organizations to deliver high-quality global voice calls. Genesys is used by over 6,000 contact centers worldwide, including some of the largest call centers in the world. It was developed by Genesys International Corporation based in California. Genesys has been in business for 30 years and was founded by Gilbert Verdian in the early 80s, used to cover only the US market. In 1995 the company started to expand into Europe, Asia, Australia and the Middle East.
Genesys enables contact centers of all sizes to deliver crystal clear global voice calls through the Genesys Cloud audio platform. Any organization can easily deploy, manage and scale a comprehensive contact center solution that helps their agents deliver a seamless experience for customers—no matter where they are located.
With Genesys’s cloud-based contact center solution, you can:
- Provide more intuitive and human experiences through innovative AI-powered voice automation capabilities
- Optimize agent performance by identifying and addressing training gaps with real time reporting capabilities
- Help your agents stay on top of the latest industry trends with an award winning learning management system
A cloud-based contact center solution is a critical component of any customer care strategy for companies that want to increase their sales and improve their customer service. However, background noise can be a very big problem for call centers because it can affect agent productivity and decrease customer satisfaction.
Why do call centers need noise cancellation?
Call centers are typically loud and busy places, with agents yelling across the room to communicate with each other, phones ringing loudly in the background and customers often speaking at a high volume. All of this noise can be difficult to ignore and can make it hard to concentrate on the task at hand.
In fact, research shows that background noise can reduce productivity by up to 20 percent and increase errors by up to 50 percent. It’s also been shown that customers are twice as likely to hang up if they have difficulty hearing or understanding what you’re saying.
Background noise affects agent productivity
Call center agents often work in open-plan offices with other agents and support staff. This makes it difficult for agents to concentrate on their calls because they are constantly distracted by other people’s conversations or phone calls. This can lead to agents being more likely to make mistakes during their calls and may also mean that they take longer than necessary over each call because they have difficulty hearing what customers say. As a result, agents become less efficient when working in noisy environments and this can lead to lost revenue for companies who use them as part of their customer service teams.
Background noise affects customer satisfaction
Background noise can also affect customer satisfaction with your company’s service if your agents aren’t able to hear what customers say clearly enough through the phone lines. Customers may hang up before finishing what they wanted to say which means that you won’t.
Call centers are in the business of communication, but this gets difficult when there is too much background noise. The problem does not just affect the caller; it also affects the agent as well. It reduces their productivity, and makes it hard for them to perform their job tasks efficiently. In addition to this, it may even lead to increased complaints from customers regarding bad audio quality on their end.
Battling noise is a constant challenge, but it can be avoided with proper planning. With noise cancellation software, you can eliminate background noise and have crystal clear calls.
How to Reduce Background Noise in Genesys?
You can use Genesys with Krisp to have noise cancellation during customer and support calls. Krisp app runs on PC or Mac, supports over 800 communication and VoIP software as well as many wired and wireless headsets.
Krisp’s unique AI-powered noise cancellation technology detects background noises and eliminates them, leaving only clear human voice. The best part is that it works bi-directionally. This means that not only your customers will hear clearly but that your agents will be able to hear them more clearly even when they’re talking in a noisy environment—making it easier for you to understand what they’re saying and helping them more effectively.
Besides noise cancellation, Krisp also provides echo cancellation to eliminate distracting room and acoustic echo as well as voice cancellation. Background voice cancellation is a breakthrough technology that cancels all other nearby human voices, leaving the the primary speaker’s voice intact.
Setting up Krisp is easy. All you need to do is select Krisp Microphone and Krisp Speaker from Audio settings in Genesys. Then choose the headsets and microphone from the inside of Krisp app. You can additionally set up Voice Cancellation by running a voice analysis for Krisp to detect the speaker’s voice.
During the pandemic, Krisp became an essential solution for call centers. After turning Krisp on, customers report a 6% reduction in Average Handle Time (AHT), and an 8% increase in customer satisfaction score (CSAT), while noise complaints are reduced by 78%.
“We frequently refer to Krisp in internal meetings as ‘working like magic’ Agents, their managers, and customers are all ecstatic and happy, and the difference is black and white.”
Nathan Yap, CEO at SupportZebra, a business process outsourcing (BPO) company
Noise is a problem for every contact center, but it can be especially challenging for call centers that deal with customers on a daily basis. Noise is distracting to agents and can cause them to lose focus or forget what they were saying. It also makes it harder to hear the customer, which can lead to miscommunication, confusion and even customer dissatisfaction. The first step in solving this problem is by understanding how background noise affects your business and how it can be resolved through proper planning and use of additional tools.
If you use cloud-based contact center platforms such as Genesys, it’s important to consider having an additional layer of protection from background noises, voices and echo to enable your agents deliver effective and professional support. Genesys’ cloud solution is used by thousands of organizations across the globe, including some of the largest contact centers in the world, and Krisp easily integrates with Genesys to provide high-quality and noise-free calls.