Text-to-Speech (TTS) software transforms written text into a speech format. Every day, a new voice recognition technology improves TTS by making it more human and less machine-like. These upgrades occur by analysing authentic spoken language and generating voice output with proper intonation, pitch, and clarity so that the user on the other end can easily understand it.
TTS or Text-to-Speech is a kind of assistive technology. It is often used by people with hearing difficulties or disabilities and the elderly to help them understand the text. It is represented by a voice icon on most websites. It is also commonly referred to as "read aloud" technology since it reads the text when you simply click on it. This option is available to people of all ages. In addition to elders, children may use it to learn and read. Text-to-Speech can also be helpful in learning a new language.
Though Text-to-Speech has been around for a while, it has gained enormous traction with the recent emphasis on cloud-based platforms. Text-to-Speech delivers high-quality voice service, lowers costs by automating calls, and therefore helps to give a tailored experience to clients.
Let's take a look at how TTS software works and how it can be utilised to improve the customer experience in the contact centre.
What role can Text-to-Speech play in enhancing personalised customer engagement with the business?
With companies striving to simplify their customers' lives, cloud-based solutions such as Knowlarity are passionately working to meet the criteria for bridging corporate communication gaps. Text-to-Speech undoubtedly assists organisations in providing quick and efficient customer support as well as closer communication to provide smoother client experiences.
Text-to-Speech can be used by businesses to increase customer satisfaction in the following ways:
Interactive Voice Response (IVR)
Every business nowadays chooses intelligent technology elements that bring value to the company and enable them to contact clients more quickly. With its continual upgrades and implementation of new technologies to satisfy market expectations, IVR is one such technology that benefits organisations of all sizes.
The Text-to-Speech plugin options allow call flows to be adjusted by integrating DTMF keypress options in a multi-widget based IVR. When conducting survey campaigns or obtaining consumer feedback, these keypress choices assist customers in recording their responses precisely. Instead of email or SMS surveys, which may not receive an immediate response, surveys can be done through IVR with the likelihood of receiving a higher response rate from clients.
Outbound dialling has revolutionised the way in which organisations connect with their consumers. The use of Text-to-Speech software for outbound calls is popular among businesses not only because of the speed, but also because it is one of the most cost-effective methods.
Let's assume your customer service centre receives 1000+ calls every day from clients who want to check their account balance or payment due date. It might be time-consuming and costly to connect them to a customer service staff every time. Therefore, with Text-to-Speech, the process can be automated by generating outbound calls set up to notify the clients with payment reminders, appointment reminders, and promotional offers, among other things.
When the flow is modified using widgets from IVR that allow consumers to enter a proper answer by keypress, outbound dialling can not only generate calls but also collect inputs from customers. For example, when customers receive an appointment reminder call, they can press 1 to confirm availability, 2 to reschedule, or 3 to cancel. This will address most of the frequently asked questions that support agents receive from clients and save the time of both the consumers and the agents, resulting in increased revenue and customer satisfaction.
Knowlarity is a leader in delivering the best cloud telephony solutions to small, medium, and big businesses. Knowlarity has delivered positive outcomes for several of the country's largest businesses. By utilising cloud-based technologies, internal communication can be made simpler, more efficient, and cost-effective. Learn about the different alternatives available for your company to help it become more profitable. To get a free trial, kindly visit Website.Written By: Aakanksha