Morphing of audio

Customers licensed to use morphing can protect the identity of a person speaking on an interaction by changing the voice heard. The anonymity of the speaker is preserved while the audio remains intelligible. The system can morph audio for the employee/agent channel only or for the employee/agent channel and the customer channel.

• The data source or rule that captures the interaction determines whether morphing applies and which channels get morphed.

• If an interaction uses morphing, role privileges determine whether morphing is required during replay and export of interactions media.

  • When replaying interactions:

    • Users without the Replay without morphing privilege hear audio replay as configured in the data source or rule that captured the interaction. A data source or a rule can be configured for no morphing, employee/agent morphing, or employee/agent and customer morphing.

    • Users with the Replay without morphing privilege can choose whether to hear the morphed voice or the original voice. This privilege is not enabled for any default roles in the suite.

  • When exporting interactions media:

    • Users without the Export without morphing privilege export audio as configured in the data source or rule that captured the interaction. Capture can be configured for no morphing, employee/agent morphing, or employee/agent and customer morphing.

    • Users with the Export without morphing privilege can choose whether to export the morphed voice or the original voice. This privilege is not enabled for any default roles in the suite.

To learn more about how audio morphing works, see the related information reference.

Related information 

Audio morphing (Player User Guide)