Features to boost outbound activities
Fueling your outbound sales
VCC live for inbound contact centers
Transforming customer service for tbi bank
Key channels VCC Live supports
Email, social and more for SYKES and Huawei
Selected integrations for VCC Live users
Handle calls without leaving Salesforce
Powerful BI for next-level sales
92% of calls within SLA
94% voicemail detection rate
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Boost outbound campaigns by detecting and skipping voicemail, maximizing your agents’ time spent on live calls.
VCC Live’s AMD feature uses audio analysis to recognize 20 typical sounds and patterns (such as background noise, length of silence, beeps or greetings).
Once a machine is recognized, the system skips it, routes the agent to the next call, and handles voicemail based on a predefined process. For instance, you can choose to play a pre-recorded message, send a follow-up SMS or do both.
Get in touch with contacts later on without any manual scheduling required.
Assign calls that went to voicemail to the project of your choice – for example, to callbacks.
Transfer records to a process, such as sending a personalized SMS or a pre-recorded voice message.
When you use VCC Live’s AMD in test mode, the feature utilizes machine learning and trains on the unique voicemail indicators of your contacts’ countries or telecom providers.
Thanks to machine learning, the more you use answering machine detection (both in test mode and in action), the more accurate it becomes.
Keep agents in a productive workflow and nurture your relationship with contacts who you couldn’t immediately reach.
Enable agents to focus on engaging with contacts instead of filtering out voicemail manually.
Don’t waste resources on leaving messages or scheduling callbacks – automate these processes instead.
Focus on live calls and send personalized messages to contacts who you could not reach on the first try.
Automate repetitive tasks and allow your agents to focus on having meaningful conversations with customers.
Include AMD data in reporting to get the full picture of how your outbound campaigns are doing.
Improve your campaign’s performance by maximizing agents’ time spent on talking to (potential) customers.
Watch this video to see how easy it is to get started with AMD.
Get to know some of our clients using answering machine detection
to boost their campaigns.
For large outbound campaigns with similar estimated call lengths and at least five agents available, predictive dialer combined with answering machine detection can bring outstanding results.
The dialer uses an algorithm to determine how many calls must be initiated to maximize talk time. When used with voicemail detection, it is guaranteed that your agents will spend as much time as they can on live calls.
Keep track of all your data from various platforms in one unified place, including system-and custom KPIs and AMD-related metrics.
Use color-coding for an easy representation of how successful your campaign is at the moment.
Once you have AMD in your contact center, your agents will handle live calls most of the time. Be sure they’re always prepared to have the next conversation by giving them detailed guides on what to say in likely scenarios.
With VCC Live’s call center scripting tool, you can also enable your agents to use external tools and static pages during calls.
Contact us today and let’s discuss your contact center needs.
