Reduce call abandonment and false positive reporting
Ultracomms’ AMD+ improves contact centre productivity by using advanced algorithms to exclude outbound calls when it recognises that an answering machine is present. Unlike traditional AMD technology, it is completely undetectable by agents and consumers. So even when the functionality is switched off you can compare the AMD+ reports with your agent reports.
Improve agent productivity
Live trials found that customers are typically experiencing:
- 8.8% gain in agent productive time (in terms of talk time and ‘wrap up’)
- 28% reduction in answering machines presented to agents
- System accuracy in excess of 99.99 % (based on a sample set of over one million phone calls)
AND, indications show that the implementation of AMD+ has potential to improve agent morale, since a higher percentage of call recipients are reached first time.
Deliver accurate reports
Reduce the call centre administration required in monitoring abandoned outbound calls, helping to simplify Ofcom compliance and reduce the risk of significant fines for companies breaching acceptable levels of abandoned or silent calls.
How AMD+ works
Rather than attempting to remove all answerphones with an accepted level of inaccuracy, AMD+ only removes calls from being presented to agents when it is 100% confident of the answerphone outcome. In addition, the solution is designed to be undetectable to agents and customers. The solution is purely ‘machine-to-machine’, with no manual intervention required.
AMD+ is available now at no additional cost to all Ultracomms cloud customers.
To enquire visit https://landing.ultracomms.com/AMD/amd.html