Fraunhofer IDMT presents a solution for call and service centre workplaces at the Call Center World / 2016
Individual hearing settings and improved speech intelligibility on the telephone
Oldenburg/Berlin. Working in call and service centres demands a high level of concentration. Employees have to access information from different databases during communication with the customer. Listening to other people talk for hours on the telephone also demands mental effort – particularly if a large number of employees are talking on the phone at the same time in an open-plan office and the background noise level is correspondingly high. Scientists at the Fraunhofer IDMT will present a software application at this year’s Call Center World in Berlin from 23 to 25 February which allows service staff to adapt the telephone signal output to their individual hearing needs. Studies show that the technology permits a significant improvement in speech intelligibility particularly in conditions with ambient noise or poor signal quality.
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