Answering machine detection (AMD) to focus on live calls

Boost outbound campaigns by detecting and skipping voicemail, maximizing your agents’ time spent on live calls.

Handle answering machines automatically

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.

Choose the handling method that suits your needs

Get in touch with contacts later on without any manual scheduling required.

  • Project

    Assign calls that went to voicemail to the project of your choice – for example, to callbacks.

  • Process

    Transfer records to a process, such as sending a personalized SMS or a pre-recorded voice message.

Use a solution that continuously improves itself

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.

Explore the benefits of answering machine detection

Keep agents in a productive workflow and nurture your relationship with contacts who you couldn’t immediately reach.

  • Increase efficiency

    Enable agents to focus on engaging with contacts instead of filtering out voicemail manually.

  • Save time & costs

    Don’t waste resources on leaving messages or scheduling callbacks – automate these processes instead.

  • Improve CX

    Focus on live calls and send personalized messages to contacts who you could not reach on the first try.

  • Motivate agents

    Automate repetitive tasks and allow your agents to focus on having meaningful conversations with customers.

  • Enhance analytics

    Include AMD data in reporting to get the full picture of how your outbound campaigns are doing.

  • Boost campaigns

    Improve your campaign’s performance by maximizing agents’ time spent on talking to (potential) customers.

Combine AMD with these capabilities

Predictive dialer

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.

Explore predictive dialer >

Customizable dashboard

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.

Explore contact center dashboard >

Scripting tool

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.

Explore scripting tool >

VCC Live compared to other contact center software

We’re proud to be one of the best-rated contact center software providers in the market.

Check out the full G2 comparison here.

VCC Live Five9 Genesys NICE
Meets requirements 8.8 8.1 8.4 8.8
Ease of use 9.0 8.2 8.9 8.8
Ease of setup 8.6 7.6 8.3 7.9
Quality of support 9.0 8.0 7.9 8.4
Partnership 9.2 8.5 8.3 8.2
Product direction 8.8 6.9 8.4 8.2

Get started with answering machine detection

Contact us today and let’s discuss your contact center needs.