At this year's Call Center World the Division Hearing-, Speech- and Audiotechnology of the Fraunhofer IDMT will show how telephone workplaces can be more efficient and comfortable through intelligent solutions.


Better sound, less noise!


Fraunhofer IDMT in Oldenburg has developed algorithms that make it possible to adjust sounds of telephone conversations to personal hearing preferences. Ambient and background noises are automatically reduced. The call volume - depending on the noise level in the office - is intelligently readjusted. This can optimize speech intelligibility and reduce hearing effort. As an example of application the experts of the Fraunhofer IDMT bring a plug-and-play device that can be easily combined with analoge telephones or softphones and that was developed in cooperation with call centers regarding their specific requirements.


Automatic speech recognition in customer service


When it comes to customer communication, automatic speech recognition can create many benefits. Voice Assistants receive customer requests. Documentation tasks can be done via speech-to-text and the generated text remains searchable for different tasks. The recognition of keywords in calls helps the agent at the telephone workplace to offer the best possible and complete service. The Fraunhofer IDMT offers diverse speech recognition systems that can be integrated into B2B solutions. Through an individual customization and integration support they can be adapted to the required vocabulary and further needs. Low resource requirements, good scalability and offline-operation locally on the desired system or the corporate cloud work in compliance with DSGVO and with the highest data protection requirements.


Learn more and visit the Fraunhofer Institute for Digital Media Technology IDMT, Division Hearing-, Speech- and Audiotechnology from Oldenburg in Hall 2, C11 from 03/02/2020 - 03/04/2020 at the CCW 2020, Berlin!