Answering Machine Detection SmartAMD
Increase RPCs with minimal investment and zero added staff cost
When a call is connected, your contact center software must determine whether the caller is a human or a machine and act accordingly. TCN’s SmartAMD does so with industry-first precision. That way, not only do your business’s Right Party Contacts (RPCs) improve, but your agents are empowered to be more productive as they spend less time waiting to speak to a live person.
Request a Demo Product BriefHow is SmartAMD better?
Call screening
Automatically recognizes iOS, Android and third-party screening systems and takes appropriate action.
Live detection
Immediately establishes the connection when a human answers, eliminating the agent-side delay that drives early hang-ups.
High accuracy
Filters automated voicemails with markedly higher accuracy than legacy AMD, recovering live connects that standard systems misclassify and potentially abandon.
Talk to more people and fewer voicemails
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. With its AI-powered technology, TCN’s SmartAMD offers options across all classification types, connecting your agents to more people to help keep your business running at optimal efficiency.
With only one SmartAMD model, your organization will see three operational gains: More accurate classification means more RPCs at the front end, less wasted agent time in the middle and cleaner disposition data feeding every downstream campaign decision.
Time is money, so why not get more of it with SmartAMD?
The best part about SmartAMD is that it can be turned on with minimal investment and zero added staff cost – meaning you can unlock a multi-thousand-dollar revenue bump without hiring a single new agent or purchasing new data. SmartAMD simply makes your existing seats more efficient. Plus, because TCN’s AI is natively integrated within its Operator platform, you can leverage SmartAMD with minimal IT involvement and a simple vendor approval process.
Results that speak for themselves, take a look
When a large TCN customer began using SmartAMD, the impressive results and return on investment were almost immediate. Across the first 1.6 million calls processed through SmartAMD, the customer measured:
RPC rate increased from 7.68% to 8.70%
Human-to-human conversation rate for agent-connected calls lasting over 40 seconds.
13.28% increase in agent utilization
Driven by higher human detection accuracy and reduced agent time spent on answering machines and mobile screening systems.
8.8x return on investment
Leverage ratio for every $1.00 invested in SmartAMD optimization, attributable to the lift in RPCs.
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