Cloud Sound
Kian Trip
You can test and adjust sound levels for input and output devices and set up audio profiles in your sound preferences. For more information about audio device profiles, see Create a new audio profile.
Genesys Cloud's microphone sound processing provides the best audio experience for most environments. In some environments, you may improve the audio experience by disabling some or all microphone sound processing.
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.
For more than three decades Cloud has led the field in high-quality commercial audio systems. Over time the world's most prestigious and respected brand names have turned to us without question, again and again.
Blue-chip brands from the world of high street retail, International hotel chains, Museums, entertainment venues, health and fitness centres: they all choose Cloud Electronics. The reason? Together we share an uncompromising commitment to excellence. We understand the importance of reliability in our respective enterprises. We know that quality pays for itself in the end, many times over.
Our clients value clear and faultless sound that is easily managed and consistently trouble free. Cloud products enjoy a worldwide reputation for delivering exactly that, a reputation for reliability and performance that is won almost entirely through word of mouth.
Recently whilst reviewing contact center recordings we found that majority of the calls have bad audio or a lot of background noise from both agent as well as customer's end. We wanted to understand the measures being taken for good voice/audio quality by other Genesys Cloud CX users.
We are currently facing the exact same issue within our Genesys system.
We get varying levels of background noise across agents with the same settings (as you've mentioned above) and with the same headsets.
Agent A could be picking up so much background noise that it's hard to hear the customer, where as Agent B seems the noise suppression is actively working.
I work on the AppFoundry team here at Genesys and I've had demos of both the Solical and Krisp.ai solutions. They both work amazingly well. If you are having trouble with background noise on calls then it might be worth reaching out to both companies and ask for a demo and maybe an evaluation of the software.
Also, I know that EPOS and I believe Jabra both offer some kind of noise cancellation/suppression technology if their headset software is installed on the agent's workstation. The headsets themselves can have some noise cancellation tech built-in, but the additional software can apply algorithms to filter out background noise from the agent side.
I've been told by agents that when they have noise cancellation enabled on both their headset and within Genesys, then the level of background noise becomes unbearable for the caller. Their solution was to ensure that noise cancellation was only enabled once on their headsets and not Genesys.
We have found that noise suppression works great on the Jabra headsets however if there is an interruption to the connection of the headset on the agents PC, even briefly, then Genesys Cloud goes to the next microphone it can find in windows sound input devices, which in our case was the webcam microphone and this doesn't have noise suppression and picks up nearby conversations, but have seen it revert to the laptop microphone too.
Once the connection is restored to the original headset (in our case Jabra Evolve 40 UC), Genesys sound settings still indicated it was using computer settings, but the computer settings had changed back to the Jabra headset microphone. As there wasn't a change in state for the webcam mic it didn't force Genesys Cloud to recheck Windows sound settings to revert back to the Jabra headset so it continued using the webcam microphone.
Often a refresh or reselecting the blue 'Use computer settings' from the audio device profile resolves the issue and can be done on a call with immediate impact to call quality.
I'm following too because noise cancelling headphones get very expensive and my biggest issue now is the background noise on the customer side causing false detections in our IVR menus. It has largely stopped us from deploying solutions other than touch tone / button presses. On the agent side. Someone mentioned Jabra. I can say that "some" of their noise cancelling headphones are fantastic, while other models suck horribly. The Evolve series works great. I've tested the Evolve 75 and Evolve2 Buds and would recommend both, however the 75's boom will die if over used to mute calls. Would love to learn about these solutions. It would save us from having to buy top tier headsets and help out on the customer leg as well.
Solicall and Krisp both work in a similar manner to each other. They both install a virtual audio driver into the OS. The audio driver proxies audio between the agent's mic/speaker device and applies audio transform logic to remove ambient noice, high/low frequencies, etc. Since they are a virtual audio device their noise cancellation tech can be applied to any mic/speaker, even the computer's built-in mic/speakers. Since they work bi-directionally they can even cancel noise on the caller's line as well (I believe).
Reflection Clouds are a low-cost, lightweight solution for ceiling hung sound reflective clouds. Due to high ceilings in churches, performance halls, music rooms and auditoriums, these environments can sound dull and flat.
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