Written by Pete Morano on September 13, 2012
Categories: Blog Posts

While VoIP has flooded the business landscape as the most popular telecom trend, the next technology in the telephony space is sure to be HD voice, also known as wideband audio. Destination CRM recently wrote that the technology is now debuting in the marketplace, particularly in business call centers.

HD voice offers superior voice quality, making telephone voice quality sound like a face-to-face conversation. The technology works on a wider frequency, allowing more sound waves to pass through, which captures natural inflections and cuts out problematic interference. The benefits are numerous:

Improved voice recognition.

Improved call clarity will reduce misunderstandings and decrease the duration of customer support calls. HD voice makes the process of communicating more seamless and saves businesses money by making telephony more efficient.

Increased flexibility for calls on-the-go and conferencing.

HD voice allows customers to place calls in noisy environments from their mobile phones, and permits users to work outside the office. Conferencing is another feature that ensures faster, clearer communication by eliminating environmental background noise.

Heightened worker productivity and profitability.

Call centers can facilitate a greater number of calls at a much faster rate to guarantee customer satisfaction. Time savings equates to monetary savings.

HD voice works in tandem with VoIP systems, and much of the equipment used by contact centers is already HD voice enabled. The transition to securing the technology will be seamless for call centers, but customers will not be able to access it as easily. In order to enjoy the benefits of improved call quality, the other end of the phone line must support HD voice, and currently no consumer landline or cellular network is HD-capable in the United States.

Carriers including Sprint, Verizon, AT&T and T-Mobile have discussed plans for HD Voice, but will have to upgrade their networks first, which could take some time. It appears that businesses will be the first to engage with this exciting development in telecom technology, which could certainly change global communication.