TTS is the translation of text to a voice file. It can be used for website translation, calls to both mobiles and landlines or translation of text that can be listened to via an inbound call. Most written formats can be presented to a TTS engine to be translated to voice
Using web services multiple TTS can be sent simultaneously with variables inserted for personal communication.
TTS call flows can integrate with outbound IVR to initiate a 2-way call or direct the recipient to select various options of the IVR menu.
TTS can be used with email so Email to Voice can be employed
How TTS is Used
- Many organisations recognize that TTS calls are used as an alert service as opposed to SMS which is more of a notification service. It is for this reason that it is employed to send alert messages if an IT system crashes.
- Emergency organizations use TTS to send alerts.
- Financial organisations use TTS for margin calls where a contact flow sends an email followed by an SMS followed by a TTS as a last resort before expensive legal proceeding commenced.
- Collection call centers use TTS to send reminder calls. An example of that is a collections department was calling 200 individuals per day looking for payment. There was a lot of wasted time with busy or disconnected numbers. They adopted an outbound TTS IVR strategy where recipients were called and identified using data matching and given the option of selecting “One” to connect to a customer service person or press “Two” to be directed to a payment gateway. The result was contact increased to 950 per day as only inbound call were handled.
- An airport implemented an inbound flight arrival and departure call service. Flight data was scrapped of the flight arrival and departure boards and inserted to a spreadsheet and translated using a TTS engine so individuals could listen to flight information.
- Sales departments can forward calls to a mandatory contract that the caller must listen to be able to make a purchase freeing up time for the customer service person to complete work on their side.