Drishti-Soft Solutions gears up the Call Progress Analysis (CPA) capabilities of their award-winning contact center suite - Ameyo, for offering enhanced contact rates adding value to outbound processes.
Call Progress Analysis is an automated call classification process by which an application can automatically detect the 'type of device' that answered the call (live person, voice mail system, answering machine, fax machine, etc) rapidly and accurately.
Ameyo's pre-integrated CPA ensures high Answering Machine Detection (AMD), SIT Tone (Busy Signals) Detection, and other machine detections to abandon unproductive calls and throw only live human connects to the agents to maximize productivity. This also helps in adjusting the call pacing ratio to a more aggressive one to maximize contact rates.
Drishti team has extended the Ameyo architecture to interoperate with 3rd party CPA and ASR systems. Ameyo has been successfully tested with Sangoma NetBorder CPA - an advanced software solution ensuring maximum human contacts and lowest drop rates.
NetBorder Call Progress Analysis Engine is a patent-pending solution based on advanced statistic models, renowned for offering fast, reliable real-time call classification and routing for the outbound contact center. NetBorder Call Analyzer delivers the highest quality CPA results, regardless of whether your system is running over a traditional telephony interface or in a pure VoIP network.
This interoperability of Ameyo and NetBorder CPA can help contact centers running outbound processes achieve a drop rate of 1% that is way below the FTC abandon limits. The flexibility of Ameyo as a development platform and Drishti as an innovator has yet again put forward a quality product delivering supreme customer experience.
About Sangoma Technologies Corporation
Founded in 1984, Sangoma Technologies Corporation is noted developer and manufacturer of Voice and Wide Area Network Data Cards in the industry. They are prominent providers of software-centric media and signal processing hardware. Sangoma offerings also include the award-winning Advanced Flexible Telecommunications (AFT) product line. Sangoma gateways are capable of tightly integrating with all processing in any architecture. The result is a comprehensive toolset for creating cost-effective, powerful, and flexible solutions.
About Drishti ( www.drishti-
Drishti-Soft Solutions Pvt. Ltd. is a leading innovator of communications technologies for next-generation Enterprises, empowering them to dynamically manage their Business Processes. Their customers enjoy significant benefits in terms of increase in efficiency levels, reduction in operational costs, flexibility to grow, consistent user experience and a demonstrable ROI. Drishti's multi-award winning innovative solutions are powering millions of customer interactions across the globe.
