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28 May 2013
By: Danny Singer
Noetica Solves Problem of Answer Machine Detection in Automated Dialling Systems with Live Person Detection
Noetica, a leading provider of contact centre technology, announces today that on 10 May 2013, it filed a patent application with the UK's Intellectual Property Office (application number: 1308508.9) for a new invention, Live Person Detection (LPD), which overcomes the challenging problem of accurate Answer Machine Detection (AMD) in automated telephone dialling systems.
The inherent difficulties that current methods encounter in correctly identifying automated answering devices and the silent calls associated with these unacceptable levels of misidentification have forced regulatory bodies around the world (UK's Ofcom amongst them) to severely restrict the use of these techniques to the point where they are all but banned from use.
Danny Singer, Noetica's Founder and CEO, said: "LPD has the potential to revolutionise the outbound dialling industry by virtually eliminating the plague of 'false positives' (the misidentification of a live call as a call to an automated answering device), thus delivering the benefits of AMD without the drawbacks that have traditionally been associated with the current methods."
This breakthrough offers several additional important advantages over traditional methods. One of the most remarkable features of the new invention is that it does away with the initial pause (typically two seconds but sometimes longer) associated with current AMD technologies. At present this period of initial silence causes many customers to hang up before the call has a chance to be identified as a live call and delivered to an agent.
The new technology works independently of the type of answering device in use and is able to remove equally well calls to domestic answerphones, mobile voicemail or network services such as BT's 1571 service.
Noetica estimates that the use of LPD technology will dramatically increase productivity and boost agent morale without alienating the public or causing anxiety in vulnerable population groups.
Noetica's LPD solution is currently going into live field trials and is scheduled to be added to the Synthesys™ portfolio later this summer.
Noetica develops software products for the call centre and contact centre market across the globe. Our product, Synthesys™, is a comprehensive integrated mix of functions unique in its breadth and depth, ease of use and clarity, which will deliver continuous improvements in the quality and efficiency of your customer contact activities. Whether you are looking for a dialler, scripting, CRM, ACD, voice recording, integration, multichannel, intelligent campaign management or any other call centre technology, we can help you.
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Tel: 0845 018 1070 or 07876861571