PBXMate for Call Centers

PBXMate for Call Centers is a server-side Noise Firewall™ solution tailored for contact centers and shared workspaces. It uses advanced machine learning to correlate audio across multiple calls in real time, identify noise sources, and eliminate ambient sounds and background voices. The software operates without requiring any physical changes to the call center infrastructure.

Features

• Real-Time Noise Elimination: Cancels all types of noise, including background conversations and supervisor instructions.
• Machine Learning Noise Map: Dynamically builds a noise map of the call center floor to identify and suppress noisy zones.
• Cross-Call Audio Correlation: Analyzes multiple calls simultaneously to pinpoint and remove shared noise sources.
• Dynamic Extension Identification: Automatically detects and adapts to changing agent setups.
• Live and Aggregated Statistics: Provides real-time insights and daily usage reports for performance monitoring.
• No Hardware Changes Required: Fully software-based deployment.

Capabilities

• Hybrid Work Support: Effective for both in-office and remote agents.
• Compliance Alignment: Helps meet standards like PCI, HIPAA, and FedRAMP by preventing audio leakage.
• Transcription Optimization: Enhances accuracy of speech analytics and transcription tools.
• Scalable Architecture: Supports large-scale deployments with multi-threading and clustering.

Benefits

• Improved Customer Experience: Shields customers from distracting background noise.
• Increased Productivity: Reduces audio-related disruptions for agents.
• Enhanced Security: Prevents leakage of sensitive information.
• Cost Efficiency: Outperforms high-end headsets at lower cost and effort.
• Better Recording Quality: Improves stored audio for compliance and training.
• Continuous Monitoring: Enables ongoing quality control via visual dashboards and noise maps.