What is an answering machine detection?
Answering Machine Detection (AMD) is a call center feature used to determine whether an actual person, an answering machine, or a voicemail answers the call. Within the first few seconds of the call, AMD analyzes audio patterns, such as voice tone, pauses, and background noise. Based on that data, the system determines whether the call should be directed to an agent or disconnected.
How does the MightyCall answering machine detection work?
The Answering Machine Detection feature is available for both Progressive and Predictive dialing modes. Please note that AMD doesn’t work on the Preview dialer.
So, how does it actually work?
- Establishing Call Connection: The AMD system immediately begins analyzing the response once the call connects.
- Audio Pattern Analysis: The system listens for specific audio patterns, such as:
– Voice Tone and Pitch: Identifying whether the voice sounds human or automated.
– Duration of Pauses: Answering machines often have predictable pauses, such as those before or after playing a greeting message.
– Background Noise: Live environments often include natural background sounds, whereas answering machines typically lack these sounds. - Algorithmic Decision: Using preprogrammed algorithms, the system processes these audio cues to classify the response as either a live human, an answering machine, or uncertain.
- Automated Action:
– The call is routed to an available agent if a live person is detected.
– If an answering machine is detected, the system can either disconnect or redial later, depending on your customization.
Although it sounds like it takes forever, this process actually takes just a few seconds.
How to enable the answering machine detection?
Go to the Auto Dialer tab, then to Dialer Settings. Choose a dialer mode – either Progressive or Predictive. The AMD feature is turned off by default. However, you can enable it by simply moving the toggle. You can play around with settings, adjusting everything to your needs.
Key benefits of the answering machine detection
Agents Productivity
As Benjamin Franklin said, “Time is money”. Since AMD eliminates the voicemail factor, the agent spends more time interacting with leads, increasing productivity and potential for sales.
Cost Efficiency
When agents interact with customers instead of wasting their time talking to an answering machine, you can maximize your call center labor costs and resources.
Improved Customer Experience
Timely connections with agents can increase customer satisfaction.
Insights About Leads
In MightyCall’s Reports Section, you can view the statistics of calls that go to voicemail or connect to real people.
Why choose MightyCall’s AMD?
- Detection Accuracy: We pride ourselves on having an innovative approach and tirelessly working to perfect our features. AMD is no exception.
- Customizable Settings: There are some default settings, but you can always customize everything to your needs.
- Seamless Integration: Easily incorporate our AMD into your existing call center workflows.
AMD is available in both our Power and Enterprise plans at no additional cost. We are always committed to providing the best tools to empower small and mid-sized businesses. Save time and money with our AMD feature!
Other MightyCall’s call center features
Predictive dialer: This automated telephone dialing system increases efficiency by dialing multiple phone numbers simultaneously. Its purpose is to predict when an agent will be available and to connect them only to answered calls.
Progressive dialer: Unlike predictive dialers, which dial multiple numbers simultaneously, a progressive dialer connects agents to customers one phone number at a time. The next call is picked up only after the current call is completed.
Call dispositions: These reports show statuses assigned to phone calls after they are completed. They help track and categorize the results of each call, providing insights into performance, customer interactions, and follow-up needs.
