Significantly improve the RingCX callback in queue experience for callers. Here's a breakdown of the issues and how to address them, focusing on making the text-to-speech (TTS) more natural:

Key Issues Identified:

Mixed Gender Voices: The callback message currently starts with a male voice and switches to a female voice. This can be jarring and unprofessional.
Outdated/Robotic Text-to-Speech: The TTS used to read and verify the phone number sounds old and unnatural, which negatively impacts the caller experience.
Solutions and Recommendations:

1. Unify and Improve Voice Consistency:

Custom Audio Recordings: The most direct way to ensure consistent and natural-sounding voices is to record the entire callback message with professional voice talent. You can upload custom audio files to RingCX for queue events. This gives you complete control over the tone, pacing, and overall professionalism.
Action:
Identify the full script of your callback message.
Work with a professional voice actor (male or female, choose one for consistency) to record the entire message, including the part that prompts for and verifies the phone number. Ensure the recording is clear and high-quality.
In RingCX, navigate to the "Queue Events" section for your relevant queue (Admin > Routing > Voice queues & skills > select your queue > Queue Events).
Locate the callback event and upload your new, unified audio file.
2. Enhance Text-to-Speech Naturalness:

If using custom audio for the entire message isn't feasible, you'll need to focus on improving the TTS for the dynamic parts (like reading the phone number).

Leverage RingCX's Latest TTS (if available): RingCX is likely to have improved its internal TTS capabilities over time, especially with the push towards AI and natural language processing.

Action:
Check your RingCX administrative settings for options related to "Text-to-Speech" or "Voice Settings."
Look for options to select different TTS voices or engines. RingCX supports various languages and might offer different voice profiles within those languages (e.g., "en-US" with different voice options).
Test out any newer TTS options to see if they offer a more natural sound.
Integrate with Advanced TTS Services (if supported): Some platforms allow integration with third-party TTS services like Google Text-to-Speech, Amazon Polly, or others that offer highly natural and customizable voices. While direct integration might require more advanced setup (potentially through IVR designer or scripting nodes), it could be an option if RingCX's native TTS options are insufficient.

Action:
Explore RingCX's "IVR Studio" or "Workflow Studio" for "Scripting" or "Say Variable" nodes. These nodes might allow you to use JavaScript or other scripting to integrate with external TTS APIs if RingCX provides such functionality.
This might be a more technical solution and would require checking RingCX's developer documentation or contacting their support for guidance on external TTS integration.
Pre-generate Dynamic Audio (Hybrid Approach): For the phone number verification, you could pre-generate audio files for each digit (0-9) and common phrases ("your phone number is", "is this correct?", "please enter"). Then, within your RingCX IVR flow, string these pre-recorded segments together based on the entered number. This provides maximum control over the voice quality for the critical phone number verification part.

Action:
Record individual audio files for each digit (0-9) and any other common words/phrases used in the phone number verification.
In your RingCX IVR or workflow, use logic to play these individual audio files in sequence to "speak" the number. This is more complex but offers a very natural sound for specific, repetitive elements.
Steps to Implement Changes in RingCX:

Access RingCX Admin: Sign in to your RingCX account and go to the Admin tile.
Navigate to Queue Settings: Go to "Routing" and then "Voice queues & skills." Expand your queue group and select the specific queue you want to modify.
Review Queue Events: Click "Queue Events" in the left navigation panel.
Edit the Callback Event: Find the callback event (it might be under "Priority Queue Events" or a regular queue event) and click the "Edit" icon.
Update Audio/TTS:
If using a custom audio file for the entire message: Upload your new audio file in the designated section.
If relying on Text-to-Speech: Look for options to configure the TTS voice. This might involve setting a default language for interactions (Admin > Settings > Accounts > select account > General > Account Defaults > Language) or configuring a "Scripting" or "Say Variable" node within your IVR flow if the callback message is part of an IVR.
Important Considerations:

Testing: After making any changes, thoroughly test the callback process to ensure the message is clear, consistent, and the phone number verification sounds natural.
Caller ID Confirmation: Ensure the "confirm caller ID" part of the message is still effective and clear with the new voice.
Documentation: Keep a record of the changes you make for future reference.
By addressing the voice consistency and improving the TTS quality, you can significantly enhance the professionalism and user experience of your RingCX callback in queue system.