PETRALEX Speech Communication Family of applications PETRALEX Speech Communication consists of multiuser, multi-functional processors of incoming and outgoing audio signals invoice communication systems, designed to equip call- and contact-centers and used to increase business efficiency of voice communications.
Petralex speech
TECHNOLOGIES THAT IMPROVE VOICE OF A CALL-CENTER OPERATOR MODIFICATION OF OPERATOR’S VOICE – “PERSUASIVE VOICE.” This module is the most technologically advanced of all our developments for call centers. We know the right way of voice transformation! We analyzed researches on this subject, made for over the last 20 years. In addition, we conducted our own research. As a result, we have managed to identify what kind of voice people find persuasive, confident and serious. We found out that people feel the greatest confidence to the voice of a man, who is a little older than middle-aged. No “robot-like” voices – the technology ensures profound voice transformation
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preserving its absolute naturalness. Call centers employ many young people and people with high-pitched voice. “Persuasive voice” mode is just necessary for these operators. Operation mode is best to estimate when a young woman with high-pitched voice uses it. To adjust the mode operator needs to specify his gender, after that our analyzer “pulls out” all the necessary characteristics of his voice. Implementation effect: increased confidence to the operator.
MODIFICATION OF OPERATOR’S VOICE – “EXPRESSIVE VOICE.” Technology, emotionally coloring user’s speech. This technology can help operators when they feel tired and their voices lose vividness. It is also necessary for those, whose speech is unemotional in itself. This mode changes voice timbre. This is a subtle and delicate change, preserving naturalness and recognizability of voice. The effect of the technology is “cumulative”; it increases with the duration of dialog. This module can be used in combination with “Persuasive voice” mode. Implementation effect: increased expression of operator’s speech
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ANALYTICAL ASSESSMENT OF OPERATOR’S WORK TO BE USED BY SUPERVISORS: • H ow many times and for how long the operator activates the mode during a shift, • F or how long the mode was used / total time of all the talks (%) • A verage duration of conversations with the mode on and off (min.) • C hanges in operator’s speech* with the mode on and off * Absolute value – speaking time of the operator, relative value – speaking time of the operator / total time of all the conversations with the callers.
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NO NEED FOR CALLERS TO STRAIN THEIR EARS – “COMPRESSION”. Due to the new mode, a caller will be better able to hear operator’s voice and understand his speech. Now the callers hardly need to strain their ears and ask again. Soft sounds of operator’s speech become louder, while loud sounds remain unchanged. Leading manufacturers of hearing aids use similar technologies as they are well proven. Implementation effect: less pressure to the caller’s hearing, reduction of auditory effort due to better speech intelligibility.
“MICROPHONE NOISE REDUCTION” Technology filters sound arriving to a subscriber and eliminates unpleasant noises, which may be heard as a result of: • a ccidental contact with the headset microphone; •w hen pronouncing aspirates, consonant sounds with a strong breathing, like “P”, etc. (“Spitting” to the microphone). Implementation effect: noise reduction and better quality of audio signal.
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“SPEED OF SPEECH” – AN INDICATOR OF THE CURRENT SPEED OF OPERATOR’S SPEECH. Like speedometer in an automobile that helps driver to control the speed, – the speech speed indicator informs the operator of exceeding the speed limit. This indicator does not allow the operator to get inspired and speak hurriedly. Implementation effect: using this indicator operator will be able to maintain the right speed of speech, for maximum comfort of the caller.
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ANALYTICAL ASSESSMENT OF OPERATOR’S SPEECH TO BE USED BY SUPERVISORS BASED ON “SPEECH SPEED” INDICATORS: • a verage speech speed of a particular operator; • h ow many times and for how long the limit was exceeded; • t otal speaking time of the operator (min.) per shift; • s peaking time of the operator / total time of the conversation with the caller (%) • t otal time of the conversations using a certain mode (min.) per shift; • s peaking time of the operator / total time of the conversation with the caller (%) – for a specific voice mode.
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TECHNOLOGIES THAT IMPROVE PERCEPTION OF OPERATOR’S VOICE HIGH INTELLIGIBILITY OF SUBSCRIBER’S SPEECH + ACUTE HEARING OF THE OPERATOR – «PETRALEX HEARING IMPROVEMENT» Sometimes to hear what the caller says on the other end is as hard as trying to imagine the whole puzzle picture when seeing only a couple of pieces of it. The proprietary technology improves listening comprehension of the operator, preserves his hearing and reduces fatigue. Thanks to our experience in the field of hearing improvement we have managed to elaborate the world’s first range of applications for the hearing impaired, including hearing aid, radio and music player.
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The operator can use a variety of settings to customize the sound to his ears and find the best, most comfortable adjustments. Implementation effect: better perception of information by the operator, less fatigue, minimizing professional harmful factors for hearing. Analytical indicators to be used by supervisors based on the perception level of the operator: • c hanges in the operator’s hearing for the period of work; • f requency of changes in the custom settings as an indirect indicator of the operator fatigue.
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CHANGING THE CALLER’S VOICE – “ANTISTRESS” MODE Speech processing technology that makes the caller’s speech more relaxed. There are situations when the user gets angry, rude, starts shouting, complaining, or pouring out his irritation, grief, and tragic details for the operator to listen to. This results in a degree of psychological stress for the operator. The main objective of this mode is to reduce emotionality of the caller’s speech while maintaining intelligibility and naturalness of his voice. Implementation effect: lower stress level experienced by the operator, higher level of service to the callers. Analytical indicators for the supervisor: • how many times and for how long the operator activates the mode per shift, • time of use of the mode / total time of all the conversations (%) • average speaking time with the mode on and off (min.) • changes in operator’s speech* with the mode on and off * Absolute value – speaking time of the operator, relative value – speaking time of the operator / total time of all the conversations with the callers.
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“MEANS OF NOISE SUPPRESSION IN CALL CENTERS” This is the newest noise abatement technology! Everyone knows that voice of just 3 or 4 people talking on the phone at the same time, merge into a strong buzz. Neither expensive noise insulating materials, nor specialized headset is capable to cope with this noise. Our technology helps the operator to hear the caller without increasing the volume (if the noise comes from the call center itself). Unlike conventional noise suppressor, which removes noise in the telephone line, this technology allows the operator to hear speech through the surrounding noise. UrbanDenoiser Player won first prize in the competition “Europe Cup developers” organized by Microsoft in March 2015 that confirms the prospects of our technology. Implementation effect: better listening comprehension of the operator, less fatigue and less professional harmful factors for hearing. Analytical indicators for the supervisor: improvement of the operator’s noise environment.
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