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.