There was a time when simply recording calls in contact centers was enough. That classic line we all know: “This call may be recorded for quality assurance purposes.” But things have changed. It is no longer just about recording. Now, it's about analysis. Not just sound, but data. And at the heart of this shift are two powerful technologies: TTS and STT.

TTS, or Text-to-Speech, converts written text into spoken voice. STT, or Speech-to-Text, transcribes spoken words into text. One reads aloud, the other listens and writes. When used together, they bring a real transformation to customer service operations.

TTS: Turning Text into Voice

TTS technology is especially common in voice response systems. There is no longer a need for an agent to say “Please hold” manually. The system does it, and not with a limited, robotic voice. Thanks to AI, it can speak in a natural tone with personalized rhythm and intonation.

With Tegsoft’s integrated solutions, it is now possible to enter a written message and have it spoken during a live call using a human-like voice. This reduces agent workload while still making the customer feel like they are talking to someone. A polite, tireless, always-ready voice is something every contact center team would appreciate.

STT: Transcribing What the Customer Says

STT makes agents’ jobs easier by turning customer speech into written text in real time. This is useful not only for archiving, but also for quality control and analysis.

Imagine a system that transcribes every conversation instantly and then uses AI to run sentiment analysis. Which calls were more intense? Which customers frequently contact support? Which words indicate urgency or dissatisfaction? All of this can be uncovered.

The Power of TTS and STT Together

When TTS and STT are used together, it is not just about hearing the voice. It is about capturing the data behind it. On one side, a virtual assistant powered by AI reads out dynamic content. On the other, the customer’s responses are transcribed and prepared for analysis.

This combination brings several benefits:

• Smoother customer experience

• Reduced workload for agents

• Faster and more accurate quality checks

• Real-time data for smarter decisions

All of these are possible through platforms like Tegsoft, which integrate advanced AI tools into their systems without developing AI from scratch. Tegsoft focuses on bringing together the best technologies in a human-centered way.

Conclusion: Beyond Recording, Toward Understanding

In modern contact centers, every conversation leaves a trace. But the goal is no longer just to save those traces. It is to understand them.

TTS and STT preserve the human side of communication while enhancing it with efficiency, clarity, and insight. With these tools, contact centers become more than just places for talking.

They become places where every voice is truly heard.