Иллюстрирующие картинки с моего выступления на Берлинской Всемирной выставке по колл-центрам. Мы представляли решение www.petralexsolutions.com, и в докладе демонстрировались три наиболее эффектные и эффективные функции решения: - преобразование голоса оператора коллцентра в более выразительный и убедительный; - срезание стрессовых тонов в голосе звонящего недовольного клиента; - защита слуха оператора, благодаря адаптации входного аудио сигнала к индивидуальному профилю слуха оператора и окружающему шумовому фону.

1. Call Center World 2016 Berlin
International Conference and Trade Show
(www.ccw.eu)
Ph. D. Danil Dintsis
Portfolio coordinator at the ITFORYOU
Petralex Speech communications
For Call (Contact) Centers and Help Desks
1. The ITFORYOU company has 5+ years’ experience in real time audio processing. The
presenter – Danil Dintsis involved as a Portfolio consultant (10+ years’ experience as
Project manager, PMP, PgMP, and 5+ years’ experience as a Portfolio manager).

2. 2. Our portfolio contains special software hearing aid for people with hearing losses
(Petralex®, www.petralex.pro), which won the LERN award as a part of the Specialist
CCT program for lifelong virtual learning of adult people. We really help people with
hearing losses to do their best in the virtual world: communicate with their families and
friends, listen to music, learn virtually, etc.
The Urban Denoiser (www.urbandenoiser.com) is an App for music fans, won the 1st
prize at the Microsoft/IAMCP AppCup 2015 conference and competition. It adjusts
sound levelling to person’s hearing profile, surrounding noises in a safe hearing
protecting manner. For example a music fan can listen to music even in a subway with
high quality and minimal risk for his/her hearing.
The Karaoke Sing Assist (www.singassist.com) is the solution, which improves amateur’s
singing in a real-time mode. A person sings as he or she can, but the out coming audio is
correct in notes.
Our plans include the special phone for aged people acting as a hearing aid and safety
assistant device.

3. 3. At the CCW 2016 we present our solution for call/contact centers and help desks. Let’s
discuss in brief the main challenges and problems to be solved. In a modern world
contact centers (first customer line) becomes a kind of a customer communication and
customer-lead department. We need highly motivated and prepared staff, high level of
job automation. But on the other side we know that contact center agents are often
students or young workers, who consider this job as a starting point for future career.
That is one of reasons the staff at the first line changes often. Different researches
points five main success factors for call/contact centers:
SMART goals
“right” technology
“right” team
business process
measuring progress vs goals
That is the reason of wide use of speech analysis. The speech analysis solves three
important tasks: customer demands classification; opportunity research tools, and
automated traffic of calls control. The speech analysis solutions implement three main
tools: key words search, phonetic analysis, and transcription analysis.
Our solution is partially based on phonetic analysis, but offers reversed approach while
agent and customer talk. The solution improves in some real-time mode speech
parameters as: voice persuasiveness, expressiveness; improve intelligibility; decrease
stressing notes in incoming voice; overwhelm surrounding noises; adjust sound volume
according personal hearing profile and surrounding noise. Additional options are cutting
off tone signals and agent’s aspiration sounds.

5. 4. Why Petralex Speech Communications (www.petralexsolutions.com) is useful for call
center customers?
The Petralex Speech Communications implements frequency- and timbre-based audio
signal real-time processing. The technology is developed by our R&D department and
patented worldwide. The technology (mathematical methods and algorithms and software
based on them) preserves voice recognition for both agent and a client. Simultaneously it
improves agent’s voice persuasiveness, making it more aged. As MSU Voice lab research
shows, 70% of people trust more if an agent is a middle-aged person. The PSC solution
improves both agent and customer’s voice intelligibility due to the following options:
- decrease of number of speech artifacts (such as aspiration) in agent’s audio;
- better intelligibility due to tone signals reduction; noise overwhelm.
Often users switch on recording option, which leads to generating tone signals. Those signals
increase agent’s stress factors, and make incoming audio less intelligible.
After implementing the PSC modules: “Persuasive voice”, “Noise Reduction” more than 70& of
users’ feedback their satisfaction about communication quality.

6. 5. Why the PSC suits contact center and staff?
One of the main problems for contact centers is staff fatiguability due to a lot of internal
and external factors: exceeding hearing pressure, stresses, noises, low speech intelligibility. As a
result: decreased level of perception, mistakes (issues), unhappy customers. And on the other
side: demotivated staff, agent’s hearing issues, etc
As mentioned above the PSC improves incoming audio intelligibility, and more the PSC
contains so-called “Antistress” module. It detects stressing notes in a user’s speech, and cuts
them off. So an agent hears less emotional voice, and can concentrate on a deal rather on
emotions.

7. 6. Implementing technologies for better audio perception and hearing protection.
The Petralex module contains a simple “in situ” hearing test. After creating a user’s (agent’s)
hearing profile according to his/her level of hearing perception at 8 main frequencies, the
Petralex adapts incoming audio according to person’s hearing profile as well to surrounding
noises. This option both protects agent’s hearing and also improves perception.

8. 7. The full list of the PSC functions is below.
Any person or company can download the 30-day trial version and test it, enjoying the technical
support by the ITFORYOU staff.
Persuasive Voice Deep voice transformation, adapting an agent`s voice for remote user`s
better comprehension.
Expressive Voice Technology, founded on changing voice quality and allowing to add
appropriate accents to agent's speech.
Compression Technology of sound volume levelling, due to which a customer will hear low
sounds better.
Microphone Noise Reduction Technology of reduction of microphone equipment artefacts,
expressed in low-pitched noise.
Speech Tempo Technology of agent's voice speed measurement.
Antistress Technology of changing psychological tone of input speech signal, based on changing
phonation mode.
PETRALEX® Hearing Improvement Technology, improving agent`s auditory perception and
taking care of his hearing.
Means of Noise Suppression Technology gives the opportunity to lead a session in very noisy
environment.
Cancellation of Tone Signals Technology of cancellation of tone signals, produced by pressing
phone buttons.