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Speech Automation

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Automated predictive dialers have been around for a long time, perhaps longer than most people realize, with InfoLogix introducing one of the earliest recorded automated predictive dialers in the 1980s.

Things have evolved since those early technologies, however, the technical requirements remain the same; the ability to determine through some predictive analysis when an operator will become available. With LumenVox’ Call Progress Analysis, though, any automated predictive dialer can now determine whether a live person, as opposed to a machine, answered the call.

LumenVox’ Call Progress Analysis combines highly accurate Voice Activity Detection (VAD) technology—a technology that LumenVox has evolved and refined over 20 years providing best-in-class speech recognition technology–with standards-based deep connectivity and integration services for telephony networks. The resulting technology has proven to be compelling for contact centers of all shapes and sizes.

LumenVox Call Progress Analysis makes every second count. Let’s say, for example, a typical call lasts for around 80 seconds, and it takes on average 10 seconds for someone to answer a call, then the predictive dialer could begin dialing when the operator is 70 seconds into the call, in anticipation of them being freed up in time to take the next call. This is a very simplistic scenario, but with several agents and reliance of CPA to filter out unwanted calls, statistical analysis and feedback can be used very effectively to achieve optimal performance. Additional adjustments can be made implicitly or explicitly, in anticipation of calls running long, for instance, or if the person being called has a different reason for being contacted, which might require a different amount of engagement interval to process so that appropriate timing adjustments can be applied.

Our own analysis of production deployed CPA with automated predictive dialers show that it is fast and highly effective in reducing contact center costs by increased automation and call filtering, with high potential savings.

It is clear to see that these cost savings represent a significant value to those embracing the potential of CPA, which defines call center effectiveness by setting a new standard and leaving operators that choose not to use this technology far behind.

To learn more, contact us today.

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