Vonage, a prominent figure in cloud communications, has unveiled the addition of Vonage Enhanced Noise Cancellation to its Vonage Contact Center (VCC) platform. This cutting-edge feature utilizes machine learning to eradicate disruptive background noises and voices, thereby enhancing agent productivity, reducing average handle time, and ultimately improving the overall customer experience.

Through Krisp’s proprietary Voice AI technology, Vonage Enhanced Noise Cancellation stands out as one of the few offerings on the market with noise cancellation fully embedded and readily available, eliminating the need for manual integration by onsite developers or IT departments. Users can effortlessly add the noise canceling feature via the VCC dashboard. What sets this feature apart is its ability to cancel noise and voices around agents as well as any inbound noise behind the caller, resulting in a remarkably clear connection and a superior experience for all parties involved.

“The ongoing prevalence of voice in a world where consumers are connecting with businesses and their favourite brands from literally anywhere has driven a considerable demand for clear, concise and noise-free, two-way connections,” said Mary Wardley, VP, of Customer Service and Contact Center for IDC. “Vonage’s introduction of Enhanced Noise Cancellation provides an immediate and effective way to improve customer experiences that drive engagement while also providing better recordings and analytics to help businesses resolve issues faster and gain better insights that drive data-driven decisions.”

“Audio quality is often a concern when it comes to a busy contact centre environment, and the addition of inbound noise from a caller can make the experience a challenging one,” said Savinay Berry, EVP of Product and Engineering for Vonage. “By embedding the technology to ensure optimal audio quality from within the Vonage Contact Center, agents are more productive and more efficient while providing a better experience for customers. This seamless experience helps drive the kind of personal and meaningful engagement that leads to long-lasting customer relationships.”

“Customer communications with contact centres should only be focused on solving issues and extending services, and agents should not have concern or angst about the noises and other voices around them,” said Robert Schoenfield, EVP of Licensing and Partnerships at Krisp. “Krisp’s Voice AI technology, integrated seamlessly within Vonage Contact Center, delivers on the promise of clear communications for agents and customers on every call, no matter the environment on either side of the call.”

Real-world success stories attest to the transformative impact of Vonage’s Enhanced Noise Cancellation. Champion Power Equipment, a global market leader in power generation equipment, has experienced significant improvements in call resolution and customer satisfaction since implementing the feature.

Pedram Koukia, Customer Service Supervisor for Champion Power Equipment, Inc., remarked, “The Enhanced Noise Cancellation feature’s remarkable effectiveness in minimizing background noise has transformed the way our agents handle inbound calls, leading to quicker resolution and heightened customer satisfaction.”

Similarly, Lowell Five Savings Bank has witnessed tangible benefits, with the Contact Center Manager highlighting the tool’s role in enhancing agent productivity and delivering personalized client experiences.

Vonage Enhanced Noise Cancellation is currently in beta and is set to be Generally Available in April 2024. With over 100,000 calls into VCC already leveraging this feature, its potential to revolutionize contact centre communications is evident. Attendees of Enterprise Connect can experience a demo of this groundbreaking feature at the Vonage Booth #818 from March 25 – 28, 2023, at the Gaylord Palms Convention Center in Orlando, Florida.