Fareham, UK – 14 July, 2016
Ultracomms, Europe’s first cloud-based contact centre services provider has today has been shortlisted in the Top 10 Contact Centre Technology Awards 2016 with its innovative answer machine detection solution AMD+.
The shortlisted products were announced on 29th of June with a strong field including some of the leading technology providers in the industry.
Ultracomms’ AMD+ answer machine detection solution provides contact centres with one of the most advanced answer machine detection features available in the industry today. Verified by independent research* to be 99.99 per cent accurate, AMD+ only filters calls when it is 100 per cert certain of an answer machine outcome. This greatly reduces the number of abandoned calls generated, a problem typically associated with traditional cadence answer machine detection, which many contact centres have relied on in the past.
Ultracomms’ AMD+ was developed to enable contact centres to maximise their agents’ productivity by reducing the number of calls connected to answer machines, while at the same time ensuring operators remain well within Ofcom’s guidelines on silent and abandoned calls. Clients using the solution have experienced anything from 10 to 40 per cent uplift in productivity by significantly reducing the time wasted when their agents are connected to an answer machine.
Based on advanced algorithms, AMD+ was designed by Ultracomms’ dedicated development team in response to clients’ needs to maximise their agent’s time on the phone with their end customers, enhance customer experience, and ensure they remain compliant with key industry regulations.
Derwyn Jones, Chief Executive of Ultracomms said, “We were delighted to hear that AMD+ had been shortlisted in such good company. AMD+ is the result of our in-house development team working proactively with our clients to design solutions that best address their changing needs. Many of our clients have the AMD+ feature permanently enabled because they are confident not just of the impact on their campaign performance, but also that they can keep comfortably within industry regulations”.
*The accuracy of Ultracomms’ AMD+ was tested by an independent industry expert. The full report from DJN Solutions can be downloaded here.