How to remove background noise on Genesys calls

When your call centre agents are making calls on your Genesys Cloud CX platform, they become the face (or voice) of your brand. They’re also likely to not just be answering any old queries either - with phone channels often handling your most valuable calls.

This is why poor quality calls caused by background noise around both the agent and customer are so frustrating - they’re stopping you from having your most important conversations. The good news is that you have 2 options of how to reduce the noise on your Genesys Cloud calls - and here’s how to use them.

Genesys has its own inbuilt noise removal technology called ‘Noise Suppression’. It uses the open source Web RTC noise reduction which can help with minor levels of noise on the agent side of the call.

In order to use this setting, all you need to do is:

1. Open the Genessy Cloud client
2. Go to the phone settings menu
3. Click on the ‘Sound’ option
4. Click on ‘Advanced Mic Settings’
5. Make sure Noise Suppression is enabled.

Whilst the noise suppression feature in Genesys is useful for removing low background noise levels around the agent, a lot of call centres have issues with background noise that go far beyond this, resulting in inefficient conversations and negative CSAT scores.

The two main examples we hear from call centres are:

1. The amount of noise around the agent still filters through to the customer causing noise related complaints and overheard conversations.
2. Noise around the customer makes it difficult for the agent to hear and understand the conversation leading to high repetition rates and customer frustration.

The IRIS Clarity AI noise cancellation app (now available in the Genesys AppFoundry) solves both of these issues by:

• Using best in class AI technology that scores highest in both noise removal and voice clarity - meaning the resulting conversation is even clearer and noise free.
• Applying the AI bidirectionally so all noise from the customer’s end is removed too, making the agent’s job easier regardless of where the customer is when they make the call.

1. Install the IRIS Clarity app.

1. Open the Genesys Cloud Client > In the audio settings create a new Audio profile.
2. Select IRIS Microphone (IRIS Clarity) as the Mic setting and IRIS Speaker (IRIS Clarity) as the Speaker setting.
3. Open the IRIS Clarity app and select your headset using the drop down menu for both microphone and speaker.

IRIS Clarity is now available as a premium app in the Genesys AppFoundry, providing a seamless path to noise free conversations. WIth an integrated dashboard, all user management and config can be done without leaving the Genesys Cloud UI, whilst integrated billing means your IRIS user licences are simply added as part of your Genesys subscription.

Visit the AppFoundry to arrange a free trial of our noise cancellation app, and start enjoying noise-free Genesys calls today.