Contact Center Solutions Featured Article

Sangoma's New Answering Machine Detection Software Helps Call Centers Keep Waste Down

October 24, 2012

When it comes to outbound call centers, answering machines are one of the biggest points of waste in an entire operation. Answering machines both delay the performance of predictive dialing systems and also bog down live agents unnecessarily. To that end, Sangoma has today announced, at the AstriCon event in Atlanta, its new Sangoma AMD (News - Alert) for Asterisk system, an answering machine detection system that promises high accuracy and a great chance at decreased waste.

The Sangoma AMD for Asterisk (News - Alert) software offers backward compatibility with Asterisk 1.4 and also offers the features typically seen on dialer packages that are both high-end and higher priced than the Sangoma AMD for Asterisk system. Also on hand is native support for Asterisk, as well as support for both TDM and SIP-based Voice over Internet Protocol (VoIP) calling, which is a plus for mixed-technology environments where the adjustment to a completely VoIP-based environment hasn't happened yet for any of a variety of reasons.

Perhaps best of all, Sangoma is promising both incredible accuracy--the ability to distinguish between an answering machine and an actual human fully 95 percent of the time in under 300 milliseconds, and that accuracy goes up to 98 percent when allowed two seconds--and a reasonable price, offering what is described as "a price-point aligned with the open source marketplace."

Sangoma's director of professional services, Frederic Dickey, provided some further insight on the new Sangoma AMD for Asterisk software with his remarks.

"Sangoma is strongly committed to the open source community and is continually developing cost-effective hardware and software solutions for open source developers looking to incorporate new features and leading-edge performance into their solutions,” Dickey said. “We expect that the Sangoma AMD for Asterisk solution will give open source call center system developers the ability to stand toe-to-toe with big, proprietary system providers at a very attractive price."

Indeed, having proper answering machine detection software is important for any outbound call center. Live agents need to be spending as much time as possible--ideally, all of it--talking to real people who can make decisions and thus yield sales. Any time spent with a gatekeeper, be it a human being or a machine, is time that could have been spent more productively but is instead lost or at the very least reduced in value.

Sure, that answering machine message may prompt sales down the line, but it's nowhere near as likely as getting to agreement with a real person who can answer questions and provide the necessary information at the scene to get a customer to the yes point. That's why having a machine to handle the work of identifying answering machines is important; a machine's time is seldom wasted because they have as much of it as there is power to run it. If the machines can clear the way of impediments and gatekeepers, it gives the live reps more time to deal with the decision makers.

Sangoma's AMD for Asterisk system may not guarantee better sales, but it will offer a better chance at them, and in an economy like this one, most chances are worth taking if they mean better sales.


Edited by Rachel Ramsey

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!