TTS Provider Definitions

TTS in Contact Centers

TTS, an acronym for Text-to-Speech, is speech technology that converts a written text to spoken words. 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 also 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 read the speech for them.

First of all a license must be obtained from Tegsoft. This feature cannot be activated without a license. Please contact us to get a license. After obtaining a license you can check the license from the "Defining Licenses" section in the license management menu. You must have these two licenses.

Definitions

You can access in the "Parameters" menu under "CC Management" in the left bar.

The licensed user must define the TTS provider settings under Parameters in Text to speech.

In order to create a new Text to Speech click "+" key. Have to fill in four fields, these are "Type", "Speaker", "Speed", "Provision URL". After filling the information the TTS provider is defined with the save button. Make sure that it is saved by clicking the refresh button in the "Operations" section or double click the parameters title on the top.

For the TTS provider to work properly, the definition fields on the screen must be filled in as follows.

IVR TTS Provider

After these definitions have been done successfully you should be seeing the new provider in the IVR basic settings in the TTS combobox. When TTS is to be used it should be selected from TTS combobox with the name "NOTES". If the Tegsoft TTS is not available in the IVR basic settings TTS combobox, the definition is not correct in the "Parameters".

IVR Anonunce and TTS Usage

For this feature to work, Complex IVR must be chosen. In the Announcement tab, the necessary definitions should be made and the announcement type should be selected. TTS will read according to the announcement type to be selected. For example, it could be text, money or date etc. If one of these is selected in the announcement type, the text that TTS will read should be entered in the announcement field.

The TTS feature can be used for an IVR that welcomes registered customers by name in CRM. There is an example of this in the screenshot.

Note: If "announces" is selected in the announcement type in this field, an announcement file must be added.