Welcome to IRIS Clarity Pro tips, our series featuring tried-and-true solutions to any situation you might find yourself in, so that you can make IRIS Clarity work for you, your team, and your customers.
Pro tip #1: Use the background noise slider to manage noise on the other side of the call
We pride ourselves in giving you control in uncontrollable situations. That’s why we developed the background noise slider in IRIS Clarity. Sitting at the bottom of the Speaker section within the app, the background noise slider allows you to allow a little bit more background noise from the other side of the call — i.e. the customer side. When might you want to do this? Read on and find out…
First, make sure you’ve activated the feature as follows:
Go to the hamburger menu (3 lines) on the top right of the app
Check the box next to “Show background noise level slider”
You’ll only need to do this once. It will remain visible in future updates as well unless you manually uncheck the box.
Here are a few common uses cases:
Use case: A very quiet customer
IRIS Clarity is usually pretty good at identifying and isolating a quiet voice, but if you encounter a particularly soft-spoken customer, IRIS Clarity could mistake their voice for background noise and remove it from the call.
Play with the background noise slider to allow more or less background noise until you find the right balance for that particular call.
Use case: A customer using speakerphone
Another case where IRIS Clarity might mistake a voice for background noise is when a customer puts you on speakerphone.
First, we suggest asking the customer to speak closer to the microphone.
If that’s not enough, use the background noise slider to allow more background noise in.
Alternatively, toggle IRIS Clarity’s Speaker off to remove voice isolation entirely. (Make sure to toggle it back on for the next caller, though!)
Use case: Bad call quality
Sometimes, the quality of the call will just be bad. It’s important to note that IRIS Clarity can only isolate voices if the quality of the call is decent. If the call is very quiet, echoey, or low quality, IRIS Clarity might consider all audio as background noise and remove it accordingly.
Use the background noise slider to adjust how much of the original audio you hear, applying more or less of IRIS Clarity’s voice isolation. This will help you identify if background noise is the issue, or if the incoming call quality is just too poor.
Toggle IRIS Clarity’s Speaker off to remove voice isolation entirely. (Again, make sure to turn it back on for the next caller!)
If that still fails, the issue is most likely the quality of the call. Try asking your customer to call from a better line.
Use case: A customer whose background noise you actually want to hear
Depending on the service you’re providing, you might encounter a customer who needs you to hear what a product or device sounds like at their end of the call. Because it will appear as background noise to IRIS Clarity, you’ll need to adjust your settings in the IRIS Clarity app.
Use the background noise slider to adjust how much of the original audio you hear. If the noise is close enough to the mic, it will come through with just a small scroll to the right.
If the sound is further from the mic, you may need to toggle IRIS Clarity’s Speaker off to remove voice isolation entirely.
Those are just a few use cases where the background noise slider comes in handy. We’re always looking for new ways to empower you on your calls, so if you have feature requests or feedback, please share it with us via the app by going to the hamburger menu (3 lines), Support, and clicking on Send feedback.