Contact centre technology specialist Ultracomms has been awarded a European patent for its pioneering answer machine detection technology, AMD+.
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. The technology also permits the analysis of historical campaign data, even where AMD+ was not being used by the Contact Centre at the time.
Tom Davies, Technical Director at Ultracomms, explained: “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.”
Derwyn Jones, Chief Executive, commented on the patent award: “Among the first providers of cloud-based call centre solutions, Ultracomms continues to pioneer innovative approaches that add value for our customers, employees and shareholders. To be able to win European patents in today’s highly competitive environment says a lot about the expertise and potential we have in this business.”
Ultracomms cloud-based Answer Machine Detection solution AMD+ uses an approach that delivers high accuracy of detection, rather than trying to detect all answering machines. In rigorous independent tests by consultancy DJN Solutions, involving the analysis of over 3,000 calls over 4 days, AMD+ was found to perform at a level of 99.9026% accuracy of answer machines detected.
AMD+ was found to meet Ofcom compliance standards in a live environment and because it can be switched on or off at any time while still having the system internally run and log the detection process, it’s possible to compare agent and system results side by side for the same call.
Ultra Communications Ltd, trading as Ultracomms, is a leading provider of omni-channel customer contact management solutions including PCI DSS Level 1 certified secure payment handling. Its advanced customer interaction and secure payment solutions are designed to help clients maximise contact centre performance, improve customer experience, simplify the compliance process and reduce organisational risk. Ultracomms was the first provider of contact centre solutions using cloud technology in Europe and today handles nearly 140,000,000 minutes of calls every year for customers. Ultracomms has been PCI DSS level 1 certified since April 2016 and today securely processes £38m of card transactions a year for its customers. For more information visit www.ultracomms.com.