What Is SmartAMD and Why Does Your Contact Center Need It?
For many contact centers, an answering machine detection (AMD) solution is a staple part of their software platform toolkit. However, did you know that with the rise of artificial intelligence (AI), some AMD solutions have improved their ability to save your business time and money?
In this blog, discover what AMD solutions are, how AI has transformed them and why you need TCN’s AI-powered SmartAMD tool in your contact center.
What is AMD?
Not all connected calls are with a human, but you don’t want to waste your agents’ time connecting them to calls that were answered by a machine. That’s where AMD solutions come in. By automatically determining whether the caller is human or a machine and deciding whether to connect the call to an agent, this technology maximizes agent productivity.
However, not all AMD solutions are created equal, and if you aren’t utilizing the right one, your contact center could be falling behind.
How AI makes all the difference for AMD tools
You might be thinking, “My AMD tool is working just fine for my business.” And it could be! But why not take advantage of all the enhancements and tools available to you so your contact center can reach its full potential?
For example, because TCN’s SmartAMD is powered by AI, it offers a more efficient solution to your AMD needs. By combining specialized machine learning and AI models, SmartAMD outperforms legacy AMD across every classification type your operation encounters, whether they are live humans, traditional voicemails or other screening tool types (such as iOS, Android and more).
Plus, because SmartAMD performs with industry-first precision when it comes to filtering, it results in a higher number of recovered live connects than standard systems, which often misclassify calls and can lead to abandonment.
Additionally, when you choose TCN’s SmartAMD, you can leverage the tool as part of the larger benefits of TCN’s Operator platform. This means that not only are all of TCN’s AI solutions natively integrated, but you can leverage them with minimal IT involvement and a simple vendor approval process – all while implementing them at your own pace and across any channel.
Why your contact center needs SmartAMD
Any old AMD solution can offer benefits like more effective call campaigns, better customer engagement and reduced operational costs – but if time is money, why not get more of it with an AI-powered solution like SmartAMD? In fact, here’s exactly how SmartAMD can transform your contact center operations:
Increased right-party contacts (RPCs)
When a large TCN client began using SmartAMD, their RPC rate increased from 7.68% to 8.70% across the first 1.6 million calls.
Optimized revenue with minimal investment
TCN’s SmartAMD can be enabled at very little cost. This means you can leverage a multi-thousand-dollar revenue bump without hiring a single new agent or purchasing new data – SmartAMD simply makes your existing seats more efficient.
Maximized agent productivity
Because agents will spend less time waiting to speak to a live person thanks to SmartAMD’s ability to immediately establish a connection when a human answers, they will be more productive. Plus, the delay that occurs when connections aren’t immediate will be eliminated, significantly reducing early hang-ups and empowering your contact center to talk to more people and fewer voicemails.
In fact, one TCN client experienced a 13.28% increase in agent utilization after adopting SmartAMD!
Choose TCN’s SmartAMD today
Agent time is your most valuable resource, so if the call isn’t met with the right response, it’s either a missed opportunity or a drain on productivity. Don’t risk your contact center being harmed by not having the right AMD tool – choose TCN’s SmartAMD instead.
Learn more about exactly how SmartAMD can transform your business here, or request a demo to get started.