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Text to Speech (TTS)

Learn the definition of TTS (text to speech) and find out how text to speech is used in call centers

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text to speech (TTS)

Text-to-speech processing is a form of speech processing that is used to convert words into spoken language. TTS is used in a wide variety of applications including assistive processing for the blind as well as many call center applications. Text to speech processing is commonly built into many modern call center ACDs. Text to speech processing may also be implemented using third party service providers.

Examples of text to speech in call center applications include:

  • Agent whispers. TTS may be used to read information about an incoming call (e.g., from a database lookup) to an agent so the agent has some information about the call or the caller before answering. (e.g., the text to speech processor may say “This is a customer service call from an existing customer.”)
  • Simple IVR prompts. Text to speech processing may be used in the generation of IVR prompts so that a human voice over artist need not be hired to create a prompt.
  • Complex IVR prompts. Text to speech is commonly used to generate the voice responses in complex speech enabled IVRs.

Examples of text to speech services

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