What is Echo Cancellation?

Echo cancellation technology monitors the incoming and outgoing streams of a phone conversation. If it determines that the outgoing stream is the same as the incoming (an echo), the noise cancellation engine subtracts that part of the outgoing stream.

If you've ever been on a call where you hear your own voice echoing back, you know how much echoes degrade the quality of the call. Echoes are usually caused when the person you're talking to has a phone with a strong speaker and a sensitive microphone that picks up your voice from the speaker and broadcasts it right back to you. This can happen when the other person has you on speaker phone. Echo cancellation eliminates these annoying echoes.

Echo cancellation is often used in call centers with interactive voice response (IVR) systems that use voice recognition. If a caller is on speaker phone when they are interacting with the IVR, it could cause the IVR to hear and then try to process an echo of its own instructions. Echo cancellation engines prevent this from happening, and thus save some callers from having a bad customer experience.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers of all sizes around the world. CXone is a cloud native, unified suite of applications designed to help a company holistically run its call (or contact) center operations. CXone includes:

Omnichannel Routing – routing and interaction management that empowers agents to positively and productively interact with customers in digital and voice channels. These solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and proactive outbound dialer.

Automation and artificial intelligence (AI) – leading-edge, intuitive technology that eliminates mundane tasks and speeds resolutions of customer issues for better business outcomes. It provides self-service, agent-assisted and fully automated alerts and actions.

Open Cloud Foundation – enables rapid innovation with an extensible enterprise-grade platform that scales securely, deploys quickly and serves customers of all sizes globally. We guarantee an industry-best 99.99% availability and offer easy customization through RESTful APIs and DEVone developer program.