Adeptra’s dialler integration receives AMD responses and uses ‘person detect’ to filter false positives, enhance the consumer experience and ensure abandoned calls are minimised and within regulatory limits

Reading, UK– 18 February 2011 – Adeptra, the recognised leader in worldwide automated contact and resolution services, has unveiled a new solution for meeting Ofcom regulations. The solution, based on person detection, enables dialler-based operations to detect answer machines and ensure there are no false positives.

Under Ofcom’s February 2011 regulations, a voice must be heard on a call within two seconds of it being answered, or it is classed as a ‘silent’ call. Similarly if the dialler connects to a person and there are no agents available to accept the call, it is considered an ‘abandoned’ call.

Silent and abandoned calls must not exceed 3% of live calls to maintain Ofcom compliance and avoid a possible fine of up to £2 million.

The most significant change in these new regulations is that companies must also assume a percentage of all Answer Machine Detect (AMD) responses are false positives and must be calculated as abandoned calls.

This presents a challenge for contact centres, collections or customer service operations that rely on diallers for an efficient flow of connections to their service representatives. These organisations need to pass connections to agents to minimise AMD responses and ensure that, even with the percentage required to be considered false positives, they still fall under the 3% threshold.

Emma Mills, senior director, Client Management for EMEA at Adeptra said: “Many call centre operations switch AMD technology off in order to hit contact rates. Delivering every connection to an agent not only reduces productivity, but also acts as a demotivating factor when using highly skilled call centre staff to listen to answer machines to ensure they are not false positives.”

She added: “Our solution allows organisations to replace the human monitoring of AMD responses for false positives with Adeptra‟s person detection technology, so the dialler can continue to make contact attempts and increase service representative productivity. We also provide comprehensive reports on every step within the solution to ensure proof of Ofcom compliance.”

Mike Healey, sales director, Adeptra UK said: “With Adeptra‟s automated contact and resolution technology, auto-dialler initiated calls become Auto-resolution calls. Case details are identified before a personal dialogue takes place, ensuring that calls are relevant, timely and drive the communications to a conclusion. This is what makes us a leader: cutting-edge technology that is based on the dynamics of high volume and intelligence-driven customer communications.”