Contact centre technology specialist Ultracomms has been awarded a European patent for its AMD+ answer machine detection technology,
"AMD+ helps call centres boost outbound agent productivity while reducing nuisance calls enabling businesses to meet Ofcom’s requirements around the management of call abandonment," said Tom Davies, Technical Director at Ultracomms.
"The technology also permits the analysis of historical campaign data, even where AMD+ was not being used by the Contact Centre at the time.
“We designed a process that provides more control and transparency to help call centres avoid false positive reporting. AMD+ enables calls to be continuously monitored regardless of whether the answer machine detection function is on or off.”