The HD Strategy

摘要

As contact centers move into the IP environment with new recording solutions they should also look down the road at preparing to handle HD/wideband voice. This new mode promises to greatly improve communication with customers by hearing more what they are saying and in doing so obtaining literally unheard of information via recordings. It permits for example agents to distinguish between similar-sounding names and syllables much easier. These features will reduce talk time, repeat calls, call costs and boost customer satisfaction.