Predictive dialer/ACD answer detect success rates?

[mrstigershark]

Anyone out there have any information on the average success/failure rate of answer detection by an ACD or Predictive dialer doing outbound dialing? We use an Aspect ACD with a Divine (formerly Eshare) predictive dialer. We are noticing our agents are getting sent about 13% of the answering machines. This seems like a high number to be getting past our answer detection which is supposed to handle detecting and dispositioning all answering machines for us, however we do not know what the standard is...

Any insight into what other centers are experiencing is appreciated. Thanks!

[csteven]

We are looking at buying a dialer. Avaya call detection is about 95% and they claim is best in market. Problem is it's a hardware based dialer that is better than the software dialers like devine, but less configurable. If you're almost all outbound & don't need to connect with other depts, then perhaps you bought the wrong dialer. The software dialers are saying their detection is from 85-90% accurate.

Steve

[syamnt]

Hi

Compared to Avaya's PD, Davox (now Conerto)'s PD is the best available in the market today. They have different kind of PD's which is Switch based and software based.

The tone identification/success rate Davox's Ensemble/Unison stands best. For more information please contact me or www.concerto.com

[maulik]

Hi,
Here's some material I found a website www.outboundfocus.com, a site maintained by Sytel, the maker of world's leading Outbound Dialing Engine:

".....
The predictive dialing guidelines announced by the US Direct Marketing Association (www.the-dma.org) in January 1999 are going to lead to a rethink about the use of answering machine detection in outbound campaigns. The reason for this is that dialers may not keep the folk they have called waiting for more than two seconds, without transferring the call to a waiting agent. More than two seconds and they are now obliged to hang up and register an abandoned call.


Forget the claims you hear for high answering machine detection levels in several hundreds of milliseconds only. The fact is that two seconds from the time that the line goes offhook will be tough for some vendors wishing to do answering machine, as opposed to other kinds of call progress detection. But here are four reasons why users may want to forgo answering machine detection anyway.

1. Predictive dialers are increasingly used for marketing campaigns, away from their traditional homebase of debt collection, where concern for caller reaction was not always high. Today many consumers simply hang up when they know that a dialer is doing call progress analysis on them to determine whether or not they are an answering machine. Or their blood pressure rises if the answering machine detection is slow, and the agent is then in for a difficult call.

2. The agent misses the first 'hello' and maybe the second one as well.

3. If the speed of detection is increased to avoid these problems, then it is pretty certain that some live calls will be dropped in mistake for answering machines.

4. And if the agent does the detection, then there is the scope to leave a personalised message on the machine.

For users worried about the impact on productivity measured as minutes of talk time per agent hour, it is probably a lot less than you think.
....."