Contact centre technologies – issue eight

Hello, from Aculab call central.

In this post, the eighth of even more, I’ll summarise some of what I’ve covered in recent posts. You’re welcome to post any questions in the comments section below.

Recap

In recent posts, I took a look at three important factors, which impact on the effectiveness or success of outbound dialling campaigns. Those factors are: i) tones detection accuracy; ii) live speaker detection accuracy; and iii) call connection time.

Here is a summary of how that all fits together.

Summary stages

Call progress analysis (CPA) capabilities, including live speaker detection (LSD), are readily available with voice boards or host media processing software to developers of call centre solutions.

Those capabilities are deployed in a four-stage sequence during a dialler managed outbound campaign:

Stage 1 – The dialler’s predictive algorithm initiates outbound calls on the basis that an agent will be available to take the call if connected.

Stage 2 – Telephony resources with pre-connect call progress algorithms detect and report network tones to the dialler application, which makes decisions based on the information presented.

Stage 3 – Following an off-hook condition, post-connect call progress algorithms are used to indicate to the dialler whether the call was answered by a live speaker or a machine.

Stage 4 – Throughout stages one to four, the dialler’s high-level contact centre software application manages the call and ultimately connects the called party to an agent, within the regulation timeout.

Key considerations

For contact centre software vendors, the key considerations to weigh up when selecting telephony media processing resources to perform pre- and post-connect CPA are: excellent ‘out of the box’ accuracy; and the ability to configure or fine tune various parameters associated with tone frequencies, noise levels and time periods.

Additionally, with call connection time and abandoned calls being key measures, it is important that a fast and accurate result can be presented to the call centre application.

Choose wisely and be compliant.

Next post coming soon – don’t miss it

Check back next week for more, when I’ll be looking into some more issues of interest. Ciao!

- Joeb Logger

Written on 22 January 2015.

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