Call Box is rolling out Voice Recognition updates, designed to improve visibility into team call handling and streamline the enrollment process. This update introduces flexible new enrollment methods and subtle enhancements to the Voice Recognition management page, ensuring accurate call assignment with minimal effort.
What are the Voice Recognition updates and how do they work?
Voice Recognition (VR) is a Call Box tool that automatically identifies who answered the phone at your business by recognizing individual speech patterns. Once enrolled, team members are automatically tied to future calls; no phone codes or manual tagging required.
New enhancements expand enrollment through outbound calls and improved backend performance for even more accurate call assignment. After five qualifying outbound calls on a tracked line, the system begins recognizing and tying the user to inbound calls they handled automatically.
What's new with Voice Recognition?
- More ways to enroll: Outbound calls can now be used for enrollment. Once a user has made five qualifying outbound calls on a tracked line, our system will begin the enrollment process automatically.
- Consent management for specific states: Due to compliance laws in Texas, Illinois, Washington, and Canada, users in these states must provide consent before enrollment (more details below).
- Updated Voice Recognition statuses: You may notice a few small tweaks in the Voice Recognition management page to reflect these updates.
Do I need to re-enroll in Voice Recognition with these updates?
No action is needed unless you are located in Texas, Illinois, Washington, or Canada and have not yet given consent. All other users will be automatically enrolled in the new version of VR as the rollout occurs.
How do users in Texas, Illinois, Washington, and Canada give consent?
Users in these states or provinces in Canada will see a pop-up in the Call Box platform prompting them to give consent if they have not already given consent for biometric enrollment prior to these updates. They can also navigate to their profile at any time to provide it manually.
If a user manages multiple locations, they may need to provide consent once for each relevant location. Be on the lookout for emails or in-platform messaging from Call Box with more details.
Can users still be enrolled if they don't give consent?
Only users in Texas, Illinois, Washington, or Canada are required to give explicit consent. If they do not, they cannot be enrolled until that consent is granted. All other users will be enrolled automatically via our new process.
What are qualifying outbound calls to enable automatic enrollment through outbound calls?
To enable enrollment through outbound calls, users must have a minimum of five calls on a tracked line that make up two minutes of user talk time each (removing silences) in a live conversation. If a user does not have enough qualifying outbound calls, manual enrollment is still utilized. The highest accuracy is seen from a combination of outbound call enrollment and manual enrollment.
Will I notice any changes in how calls are assigned?
No. Clients should not see any noticeable change in how calls are assigned with Voice Recognition. The update is designed to improve backend performance and expand enrollment capabilities, while maintaining the same seamless experience you're used to.
How does Voice Recognition improve staff performance tracking?
Voice Recognition allows managers to see which team member answered each call and how they performed without relying on manual tagging. Over time, this helps businesses identify strengths, pinpoint training needs, and ensure accountability across the team.
How can I check if my team is enrolled?
You can view enrollment statuses directly in the Voice Recognition management page.
This upgrade represents our commitment to a more robust and advanced solution, addressing past challenges and future needs.
If you have any questions or concerns about the enhanced VR or the transition process, please do not hesitate to contact Call Box support HERE. Thank you for your continued trust and partnership.