Fairlie, New Zealand
Joanna Brown

Joanna Brown

Voice AI, quality calls on 3G, office hours, call recording

This first major release of 2019 brings new innovation, many new customer requested features, and many refinements to existing features.

Spoke Phone’s Fairlie release brings powerful artificial intelligence to help users speed through their day, time-zone aware office hours for larger companies, and vast improvements in call quality for businesses with low bandwidth or mobile data.

Highlights of the Spoke Phone Fairlie release

  • Global office hours – Set opening hours with custom after hours messages and call-routing rules
  • Call follow-up notes – Keep talking when the call ends to write transcribed call notes as fast as you can talk
  • AI voice notes – Talk to quickly capture and send transcribed notes to yourself, employees, or customers
  • Call highlights –  Hear something important but don’t have a pen?  Tap “Highlight” so you can listen to it later
  • Call summaries – Get a written summary of your call as soon as you hang up
  • Low bandwidth call support – Calls now work on low bandwidth networks, for instance, all the way down to 2-bars of 3G
  • Start/Stop recordings – Allow users to start/stop call recording during calls
  • Dial people into conference calls – You can now add any number into a conference call
  • Speedy personal address books – Much faster for people with more than 4,000 personal contacts
  • Swipe actions – Fancy new interface upgrades such as swipe to access common actions on a person, team, or call history
  • Better call recording controls – More control of what calls are recorded and announcements made
  • Search and larger downloads – Administrators will appreciate the speedy search and ability to download thousands of call history records
  • Updates, enhancements, and fixes – The usual weekly updates that always improve the Spoke Phone experience 

To see the complete list (and what is coming next), visit the Spoke Phone release notes, features, improvements, and fixes list.

Fairlie, New Zealand. POP: 717
Fairlie, New Zealand

Global office hours with custom messages and call roll-over rules

Administrators are now able to create multiple after-hours schedules to control the caller experience when calling after the office is closed.

The new Office Hours/After Hours feature lets you create multiple office schedules based in specific time-zones. Spoke automatically performs the time-zone calculations to correctly redirect calls coming originating from anywhere in the world.

You are able to set different custom greetings and call-routing rules/experiences for each schedule. For instance, what team gets the missed call notifications and transcribed voicemail in the morning, and who is responsible for calling the customer back.

Spoke's Office Hours Schedule

Call follow-up notes - talk to write, powered by AI

It’s (almost) something out of that old TV show “Buck Rodgers in the 21st century”.  Not long ago, talking to a machine that accurately writes down what you are saying as fast as you can say it, was a thing of the movies – Minority Report springs to mind.

With the latest release, Spoke Phone users are able to keep talking when the call ends, to have their every thought written up into accurate call notes, as fast as they can talk.

Spoke uses the latest AI to make this magic happen. Spoke’s Voice AI  supports 147 languages and has an accuracy rate of up to 98.6% – and that’s pretty good if you think about how bad your scribbled call notes usually are (that’s if you ever actually get around to writing them).

It takes about five or six goes to get the voice-transcription working accurately 100% of the time, but you soon learn to moderate yourself and your environment to ensure excellent results.

Some early users report saving two+ hours a day.  For me it’s been less than two hours a day, but still (it’s) way faster than writing. Moreover, I now take more notes because it’s easy, whereas before I would always put off writing up call notes and actions, and then forget :).

Watch Spoke's AI powered call follow-up notes in action

AI voice-notes, because sometimes it's easier to talk than type

People have made a career pontificating about why talking produces better ideation, more clarity, and ultimately better outcomes than any other medium. For me, it’s less academic. Sometimes things just spring to mind, and often it’s far easier for me to say it out loud than finding a pen and writing it down.  

Spoke’s new voice-note feature lets me do just that – swipe, talk, send. I can talk to send transcribed voice-notes to myself (a reminder), to a team mate, an entire team, and even our customers.

The main use-cases I have found are for those times when you have an idea, remember something out of the blue, or need to tell someone about a call or meeting you just had. 

However you choose to use Spoke’s voice-notes, we hope they improve your day as much as they have improved ours here at Spoke.

Spoke's new voice-note - Talk to send transcribed notes to yourself, team mates, and customers
Spoke voice-note

Call highlights & call summaries - helping you remember the important things

How often has this happened to you?  You’re on a call and someone says something that you really need to write down.

It may be a phone number, an instruction or order, a credit card, a task or follow-up question, or something as innocuous as a good turn-of-phrase or idea. I don’t know about you, but I struggle to write and listen at the same time, so it would be great if I could highlight those moments for later, so I don’t forget.

With Spoke’s new call-highlights, I can do just that.

Whenever I am on a call and hear something that I really need to write down or remember, I simply hit the Highlight button in the Spoke app. Spoke goes back in time and makes a recording of the prior 30 seconds (or so) of our conversation. After the call is over I can play the short recordings (the highlights), and be reminded of exactly what was said.

This has been a life saver for me, as I am often in the car or away from my desk (and a pen!).

To make it even better, at the end of the call, Spoke sends me a summary that contains everything about the call for my records. It documents who was on the call and for how long, the date/time of the call, and an HD audio recording of the entire call. It also contains the 30-second highlights so I can quickly listen to the important parts of the call (good because people do tend to waffle on). Any voice-to-text call follow up notes I dictated after the call was over, are also written out in the call summary – very useful!

Watch all Spoke Phone's Voice AI features in action

Low bandwidth call support - Radically improved call quality for everyone

After months in development and testing, Spoke Phone has released its new voice codec (a computer program for encoding or decoding a digital data stream), which radically improves call quality. The result? Calling on 3G data or low bandwidth is now possible, and calls overall are much richer.

Spoke’s new codec is much better at handling jitter and packet loss – two technical issues that make phone calls break up or sound robotic.

When you speak, VoIP breaks your voice into little bits of digital data called packets. These packets are then sent over the internet and stitched back together at the other end to be reconstructed as your voice. Jitter is where some of the bits get delayed (so your conversations have gaps or pauses), whereas Packet loss is when some of the packets never make it, or worse, arrive out of order, so you sound like a robot.

The upshot of all this technical wizardry is a much richer and clearer voice on phone calls.  99% of the time, calls will sound like you are in the room together. Very rich and clear, especially internationally. As your phone data connection degrades, rather than the call dropping or breaking up, the voice quality may get ‘thinner’ or ‘tinny’ sounding, but you’ll still be able to understand what is being said, all the way down to two bars of 3G data.

New call recording features give you more control

You now have more control over what calls are recorded, and what recording announcements are played when.

  • Ad-Hoc recording – Allows users to choose if a particular call is recorded or not
  • Ad-hoc record – Start On – Starts a call with recording turned on by default, but lets the user turn the recording off
  • Ad-hoc record – Start Off – Starts a call with recording turned off by default, but lets the user turn the recording on
  • Pause recording – Allows a user to pause and restart call recording multiple times during a phone call
  • ‘Announce when’ controls – Allows administrators to control when or if announcements are played to callers based on the number or route that was called. For instance, do not play call recording announcements when callers call my DID/DDI
New call recording controls
Call recording options

These enhancements and updates make Spoke Phone even better

Dial people into conference calls

When you are in a conference call you can now add any external party to the conference call by simply dialling their number. Up until now you could only invite team members or anyone in your personal address book to conference calls. Now you can add any external party to an ongoing conference call, by simply going to the dial-pad in the Spoke app, and dialling their number. As soon as they answer, they are in the conference call.

Speedy personal address books 
Spoke allows you to see and use your personal address book inside the Spoke app. You can see when people in your personal address book call, and you can call them from Spoke. We’ve improved the performance of how the personal address book loads and scrolls, which is good news for those of you with more than 4,000 personal contacts.  And, with Spoke’s new voice-notes (see above), you can now select a contact in your personal address book and simply talk to send them a transcribed message via email. 

Swipe actions make using Spoke even easier
If you are looking at a contact or group in an address book, or at calls in the call history page, simply swipe (right-to-left) on a record to access the common actions available. This is much easier that tapping to open the record, and then selecting the action. If you swipe on a contact record, you can access buttons to call, conference call, send a voice note, and open their record.

Swipe actions make life easier

Search and download lots of call history records
Administrators will appreciate the speedy search and ability to download thousands of call history records from the updated call history page in the Spoke Administrator Account Portal. You can now download 2,000 calls at a time, and search/filter on users, numbers, and date ranges.

Search and download call history
Search and download call history

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