OPINION
Choosing the right sort of voice can make a big difference.
For recorded messages sourcing a voiceover in the language
that your customers speak will make them feel positive
about the company – a direct result of configuring the data
centre in the right way. But it’s not just about language,
it’s also about tone of voice. A machine like voice gives
the customer the impression that the company it’s calling
operates like a machine, while different accents will create
different moods. A data centre that serves multiple regions
in Spain would be well advised to find voiceover talent that
can be matched to the origin of a caller, and with IP address
look ups this should be possible.
The bigger picture
As a data centre manager your primary concern is that
every server, router and piece of software works, so why
should you think about the sound of the IVR? Surely that’s
the marketing department’s job? Well it is, and it isn’t. Only
you understand where the intersection between man and
machine lies, so you're uniquely placed to work out what
sort of voice prompts would make everyone happy. Once
you’ve mapped out where voice is needed, the marketers
can work on the words and finding the voice. Get the right
voice, and people will love the sound of your data centre. n
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