- Contact Centers that deploy a Cisco CVP solution determine some of their customer base are deaf and hard of hearing users who use text telephones (TTY).
- This realization creates a gap in accessibility compliance for the Contact Center.
- Call centers with after hours automated support for hearing callers must ask deaf and hard of hearing callers who use TTY machines to leave a message.
- Bottom line, some of your customer population is not getting the help they need when they need it.
The Tenacity Baudot MRCP solution is a virtual appliance that gives Call Centers using Cisco CVP an ability to accept calls from deaf/hard of hearing callers who use TTY/TDD devices to navigate an organizations Interactive Voice Response (IVR) System.
Using the solution, TTY callers, just like a hearing caller, can navigate a call centers IVR System for automated help thus improving the accessibility compliance of the telephony system.
The solution includes a Virtual DSP (Media Engine), SIP Stack and a Media Relay Control Protocol or MRCPv2 module.
The Media Engine includes Software Baudot Modems and Voice / Audio / RTP Processing support.
Improve operational efficiency by automating support calls for all customers; not just hearing callers.
The Baudot MRCP Server will support two MRCP resource types:
- Basicsynth - a basic “speech synthesizer” resource
- Converts text to Baudot (TTY) encoded audio
- speechrecog - a “speech recognizer” resource
- Detects Baudot (TTY) text characters in an audio stream and presents the received text to an external client formatted as the NLSML (Natural Language Semantic Markup Language) protocol.