AMD feature works by analyzing various factors involved in the initial moments of a call like the audio patterns, frequencies, and tones. It compares these factors with known characteristics of human voices and answering machine recordings, and makes an accurate guess about the call status.
Organizations can use this feature to optimize their outbound calling campaigns. The AMD system filters out answering machines, ensuring that live agents are connected with real customers.
Benefits of Answering Machine Detection (AMD)
Some of the key benefits of AMD include:
AMD allows intelligent call routing based on call outcomes. The system first initiates the call to the customer number. If it detects the answering machine/voicemail, it will drop the call. On the other hand, if the call is answered by a human, it will connect an agent on the call immediately.
By detecting answering machines, AMD helps organizations in saving a lot of time and costs associated with unnecessary agent engagement. The intelligent routing of calls, allows agents to focus on interacting with real customers, reducing idle time, and improving their productivity.
Using the AMD system, agents can spend more time engaging with live customers. This enables them to handle more calls in a given time frame, which further helps in improving their overall efficiency.
AMD can accurately identify the answering machines which helps in reducing the chances of putting customers on hold or transferring their calls to voicemail unnecessarily. If lines are busy, customers can be routed to self-service options or can be guided through automated messages. This way, it helps to improve overall customer satisfaction level.
The data generated by the AMD system can be used for analysis and reporting purposes. Information like call outcomes, answering machine detection rates, call dispositions, and others can be used to evaluate campaign effectiveness, optimize call/contact center strategies, and make data-driven decisions to enhance overall performance.