It’s all about the message. | IAT SmartDial® Solutions

It’s all about the message.

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When two people initially meet they typically make small talk. They want to find out about the other person. This makes it easier for them to decide which words to select and what message to deliver.

The dialer gets to know each contact through careful listening. IAT’s dialer uses answering machine detection to decide if it is talking to a live person or an answering machine, and then responds accordingly.

To accurately differentiate between a live answer and an answering machine, the dialer listens to detect the voice on the other side of the line. If it detects a short voice like the one produced by a “Hello” and then a silence, the dialer assumes a person has answered the phone and it transfers the call to the agent (if it was a Predictive Dialing call) or starts an IVR message (if it was an Interactive Communication call).

If, however, the dialer detects a continuous voice for over 1.5 seconds and then a silence, it assumes the call has been answered by an answering machine and starts delivering the answering machine message. If it detects a voice again, the dialer stops delivering the message and waits for another silence to make sure it is actually talking to an answering machine (and that the answering machine greeting is over). Then, the dialer begins to deliver the message again from the beginning. The dialer’s ability to stop and wait for silence before starting to deliver the message is called “answering machine lay-in,” and ensures a complete message every time.

Most of the time, if two strangers have been listening to each other during the initial meeting, they walk away having learned something about each other. IAT’s dialer is also successful—almost all of the time—to correctly distinguish between a live contact or an answering machine and deliver the intended message.

 

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This article was written by Irfan Quraishi

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