Informizely customer feedback surveys
By using the Aculab site, you agree with our use of cookies.

Contact centre technologies – Issue three

Hello, from Aculab call central.

In this post, the third of these, I’ll be taking a closer look at the technology used in contact centres. If you’ve got a question, you’re welcome to post it below, in the comments section.

Diallers – how and why

In the previous post, I introduced predictive diallers, with the ‘hows’ and ‘whys’ of using them.

Diallers are used to increase productivity by predicting the number of calls that need to be generated to ensure that a real person on a call can always be connected to an agent or account representative.

That provides the agent with a steady flow of live contacts and increases h[is/er] ability to get a payment or a promise-to-pay, or whatever other appropriate result is desired.

In fact, with outbound IVR, you might not wish to connect to an agent; merely wish to play a recorded message to a real subscriber rather than their answering machine. But that’s a thought for another post.

Detection functions

We met call progress analysis (CPA) in an earlier post as a means of screening no-answers, busy signals and disconnects, in order to present only live speakers to agents.

CPA takes place as the outbound call is being established (the pre-connect phase) and as it’s being answered (the post-connect phase).

Essentially, CPA employs a number of detection functions – telephony resources or media processing firmware and algorithms typically provided by DSP boards or host media processing (HMP) software – which listen on the line and determine what is happening.

Proceeding in an orderly manner

Those telephony resource functions detect information from the telephone network, such as dual-tone multi-frequency (DTMF) signals, used to enter a PIN, for example, and what are known as call progress tones. That latter includes ringing, busy/engaged, voicemail, special information tones (SIT) or ‘triple tones’, and fax tones. And, in addition to all that, there are ‘caller ring-back tones’ (CRBT), which just might be music file, instead of ringing.

Answering the call

Also mentioned previously was answering machine detection (AMD), which involves telephony resource algorithms that detect the frequency, noise gate and energy of the audio signal. By doing so, the firmware attempts to distinguish whether the call is answered by a human, or if a voicemail or answering machine greeting is being presented on the line.

Unfortunately, there’s no BS detector – or expletive detector.

What if…

Other software, associated with the telephony line protocol in use, provides complete cause code functionality for non-connected or disconnected calls, which is useful for statistical analysis and, of course, to direct the dialler application’s behaviour during operation.

So now we know

So now we know all we want or need to know about the call – before it’s passed to an IVR or to an agent. But there are implications to consider, which I’ll look into in the next post. Don’t miss it. Bye!

Joeb Logger Avatar
  - Joeb Logger

Archive

The Aculab blog

News, views and industry insights from Aculab

  • The seven realms of Broadcast Messaging

    Broadcast messaging that uses a cloud-based service is a natural choice. Using a cloud as-a-service approach gives a variety of message delivery options, and cuts down costs by automatically scaling to meet demand. Find out what makes Aculab Cloud such a natural choice for voice and SMS broadcast messaging, and how other customers are already reaping the benefits from using Aculab's CPaaS platform.

    Read more

  • The technology working behind the scenes to support emergency services networks

    Now more than ever, telecoms infrastructures play a vital role in supporting the health of our communities. Behind the scenes, networking technologies are working to keep the lines of communications open between emergency services and those in need.

    A recent example from the Lombardy region of Italy highlights a typical scenario:

    Read more

  • What’s wrong with Knowledge-Based Authentication (KBA)?

    For many years, online and telephone-based authentication has relied on knowledge-based systems using passwords, PINs, and question-and-answer dialogues to confirm a customer’s identity. With the explosion in the number of contact centres, this approach is close to breaking point. Nobody in the modern world can be expected to remember all of the passwords they need to securely access all their services.

    Read more

  • It’s voice biometrics, not rocket science

    The concept of biometric speaker identification or verification may, at one stage, have seemed like a technical nightmare. The reality is somewhat different. All the sophisticated algorithms and voice processing have already been developed; deploying the application is actually the simple part.

    Read more

  • Multi-lingual speech recognition now supported on Aculab Cloud

    We’re listening – what would you like to do today?

    A generation of people have grown up trying to avoid ringing a contact centre – not because they didn’t like talking to the cheery people who work in such places, but because they first had to get past the IVR system put in place to direct the call. Press 1 for support, 2 for sales, 3 if you know the extension of the person you wish to speak to.…and so on, and so on. We quickly realised that many of these systems would let you bypass the IVR menu and get to a real person if we pressed ‘0’.

    Read more