The key to the whole message is listening | IAT SmartDial® Solutions

The key to the whole message is listening

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You get what you paid for…or at least you’re supposed to. You wouldn’t expect a store to sell you half a pair of jeans or an optometrist to provide half a pair of glasses. It can be frustrating not getting what you need or asked for. You probably wouldn’t settle for half, but would expect it to be replaced with what you did ask for—the whole item.

Leaving the whole message on answering machines is crucial, but tricky. In the ARM industry, half a voicemail message isn’t just frustrating; it can be legally risky because you lose key verbiage suggested for complying with current regulations. The problem is it’s not that simple for a dialer to do.

To leave the entire message a dialer must overcome several difficulties. For example, it must accurately distinguish between a voicemail greeting and a live contact. Sometimes voicemail messages are created to mimic a live contact (“Hello? Hello?”); likewise a live contact may sound more like an answering machine if they say more than the typical “Hello.” The dialer also has to know when the silence starts, so it can immediately start speaking the message. And if you start the message and then there’s more talking on the other end, the dialer must have a plan to deal with that, too.

IAT has the technology to get the message left correctly every time. IAT understands how crucial it is for the ARM industry to leave accurate and complete messages—you’ve been our focus for more than a quarter century! That’s why in 2007 IAT released enhanced answering machine message lay-in technology that ensures our dialer leaves the whole answering machine message every time. Here’s how it does this:

1. The dialer listens carefully. When the call is answered the dialer uses both the speaking and silence to decide whether it hears an answering machine or a live contact. If it detects a live contact the dialer immediately transfers the call to an agent (for predictive dialing calls) or IVR message/dialogue (for IVR/Interactive Communications calls).

2. The dialer listens while leaving the message. If it detects an answering machine, the dialer will start leaving the message you indicated. At the same time, it will continue listening. If the dialer detects more talking/sound, the dialer will stop speaking the message, but it will continue to listen.

3. The dialer listens and starts speaking the message over as needed. The dialer again decides if the voice is a live contact or answering machine. If a live voice is detected and the dialer sends it off to an agent or IVR message. If an answering machine, the dialer waits for silence and then begins speaking the message again—from the beginning. Meanwhile, it’ll keep listening in case it needs to stop and reevaluate again.

The secrets to leaving a complete message are actively listening and patience. IAT’s dialer has them both!

If you go to a restaurant and half a burrito shows up at your table…well we can’t help you with that. But if your dialing technology is leaving only part of the answering machine message, then call IAT. We’ll make sure your message stays intact.

Winning the Waiting Game

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This article was written by Kendra