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      • What Is TTS Text-to-Speech Technology For Contact Center
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      What Is TTS Text-to-Speech Technology For Contact Center

      TTS, an acronym for text-to-speech, is a speech synthesis technology that converts written text to a natural-sounding speech and spoken words. It synthesizes words, rather than playing back pre-recorded messages. This can be difficult with the English language because many words are spelled the same, but have different pronunciations and meanings. For example, Text-to-speech apps must figure out if they should pronounce the word "lead" as it's pronounced in "lead the way" or as it's pronounced in "lead pipe." This is handled by calculating probability and choosing the most likely pronunciation. It's an imperfect approach, and there are mispronunciations as it is with a natural-sounding voice.

      TTS was originally developed as assistive voice technology for the visually impaired to help them understand, for example, website content as a human voice output audio files and the website is read aloud. TTS systems are now a common feature of websites and popular applications like Microsoft Word. There are several text-to-speech technology providers and the TTS functionality can often be incorporated into web browsers, websites and applications using a simple API. TTS is becoming more mainstream as everyday users use it not only for visual impairments reason but for daily activities like reading inbound text messages out loud.

      Image representing text to speech

      TTS in contact centers

      Text-to-speech work amazingly with contact centers around the globe. It has some interesting applications in contact centers, and its innovative use will likely expand. Interactive voice response (IVR) systems can use TTS to provide customers with information such as account balances and how much is due from their latest bill. IVR systems can use TTS to have callers confirm what they entered into the IVR, such as a customer ID. TTS can also be used for administering post-call satisfaction surveys. Organizations just need to type in the questions they want to ask, and the system will synthesize the speech for them. This adds flexibility to businesses that want to change-up their survey questions.

      Deep neural networks (DNNs) have also revolutionized the field of text-to-speech (TTS) by significantly enhancing the naturalness and intelligibility of synthetic speech. Neural TTS systems can learn intricate patterns in human speech, including intonation, stress, multiple languages and rhythm. This helps contact centers produce speech that closely mimics human-like expressions and emotions, making interactions with automated systems more engaging and effective.

      Image representing artificial intelligence reading text aloud in mobile devices

      How NiCE is Redefining Customer Experience

      NiCE CXone is the industry’s only interaction-centric platform where channels, data, applications, and knowledge converge to improve customer experience at scale.

      It is the leading, most complete and unified CX Platform on the market, used by thousands of organizations of all sizes around the world to help them consistently deliver exceptional customer experiences. CXone is a cloud native, unified suite of applications designed to help you holistically run your call (or contact) center operations.

      How NiCE is Redefining Customer Experience

      NiCE offers the industry’s only unified AI platform for customer service automation. CXone Mpower revolutionizes how organizations automate customer service from start to finish—with channels, data, end-to-end workflows, and enterprise knowledge converging to improve customer experience at scale. With domain specific AI trained on the industry’s largest CX dataset, an open framework with endless integration possibilities, and a complete suite of advanced AI applications, CXone Mpower is one platform built for organizations of all sizes to deliver seamless customer service experiences, boost operational efficiency, and drive better outcomes.

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