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LumenVox Call Progress Analysis vs. Answering Machine Detection: What’s The Difference?

LumenVox Call Progress Analysis vs. Answering Machine Detection: What’s The Difference?

Right now, customers crave communication. LumenVox Call Progress Analysis (CPA) is a technology that delivers proactive outbound phone messages with incredible accuracy, enabling businesses to give their customers the information they need exactly when they need it. CPA accomplishes this by a unique combination of tone detection and speech recognition. At first blush, the world of voice technology may label this product as Answering machine detection. But it’s not. So what’s the difference?

Answering Machine Detection (AMD) is typically a software that determines whether a machine (voicemail or answering machine) or a human has answered a call. AMD can be applied to all automated outbound calling use cases (outbound IVR, Text-to-speech, pre-recorded automated calls, or click-to-call).

Traditional Answering Machine Detection products use some form of energy or voice detection that extracts the duration of the greeting from the person or device answering the call.  Answering machine messages can be remarkably diverse, effecting the algorithm and its decision-making process.

LumenVox Call Progress (CPA) Analysis has two distinct advantages when compared to AMD software.

  • Typical AMD software only uses energy detection, while LumenVox CPA is built on LumenVox’ Speech Recognition Engine’s Voice Activity Detection (VAD) which uses a more sophisticated machine learning process to detect speech vs non speech with greater accuracy. The VAD processes are used to determine speech vs background noises and measure the length of speech with greater accuracy. We then use the statistical correlation to make a machine vs human determination.
  • When the machine vs determination decision is made, traditional AMD software expects to find silence of some duration after the speech to indicate to the application that it is OK to leave a message. With LumenVox CPA we take advantage of our Speech Recognition engine to detect the answering machine tone before indicating that it is OK to leave the message. This ensures that the full message is successfully delivered.

With LumenVox Call Progress Analysis, your outbound dialing application can exceed expectations, starting precisely where it should, right after the beep. Its flexibility makes it compatible with most voice platforms and PBX systems. To learn more about how CPA can work for you, click here or contact us today.

 

3 Best Practices for Businesses in The Time of COVID-19

3 Best Practices for Businesses in The Time of COVID-19

As the world continues to react to COVID-19 (coronavirus), the LumenVox team is readily prepared to help our clients deliver excellent customer service amid surmounting challenges. Here are a few LumenVox best practice ideas and relevant solutions that apply to the new sign of the times:

Best Practice #1: Play it safe.
It is important for everyone to deliver great customer service and balance the need to protect your staff. At LumenVox we are limiting staff travel and providing our headquarter offices with the option to work from home. Many of our colleagues are doing the same, as significant industry events have been rescheduled (See our new appearance dates here and watch this space for upcoming virtual events). In every business, people should come first.

Best Practice #2: Boost remote engagement technology.
Communication is key when daily life is disrupted. Customers rely upon remote channels to gather information. One way you can elevate your business’ remote engagement strategy is with automated outbound calling. LumenVox Call Progress Analysis enables innovative, tone-based outbound calling to inform customers of changes to times, events, etc. What’s special about LumenVox’ solution is that we can deliver a significantly higher payload compared to competitors, as our Call Progress Analysis is able to verify if an outbound call has been connected to a live person or an automated recording system. Additionally, we have such flexible licensing, we offer “bursting” to assist with higher than usual call volumes.

Best Practice #3: Ensure secure authentication.
Secure authentication is paramount as call centers are increasingly overloaded with calls. Do you have cutting-edge technology to make sure every customer is who they say they are? Voice biometrics protects and defends vulnerable voice channels from criminal activity. Both active and passive biometrics keep customer accounts secure, and the interaction seamless.

As for LumenVox, our technology is immune, always up and running and we are here to ensure no disruption of our products and services. We want you to be able to say the same. Let us know how we can help you keep your customers feeling connected and safe.