Amazon Connect introduces audio enhancements for noisy environments

Today, AWS announces the release of Audio Enhancement for Amazon Connect, helping improve audio quality and reliability for voice calls in noisy contact center environments. With this launch, you can enable Audio Enhancement for your agents so that end customers can hear them more clearly, even in the presence of background noise within the contact center environment.

The Audio Enhancement capability suppresses agent-side background noises and isolates agent voices, removing the effect of background noise and chatter in busy contact center environments. Audio Enhancement offers two specialized modes to match different agent setups. The "Voice Isolation" mode suppresses noises as well as background speech within the contact center, while the "Noise Suppression" mode only suppresses background noises. Contact center administrators can enable these capabilities for agents through the User Management page and select the appropriate mode based on their equipment and setup. Agents with proper permissions can also adjust their settings directly from the Contact Control Panel to optimize for their current environment.

The Audio Enhancement capability is available in all commercial AWS Regions where Amazon Connect is offered.

To learn more about Amazon Connect Audio Enhancement, please see the Amazon Connect website and the Amazon Connect Administrator Guide.