Answering machine detection (AMD) software, also known as voicemail detection, works by detecting the most common cues found in voicemail recordings and using them to differentiate between a live human and a recording. Working alongside autodialer software in a call center, the AMD can take appropriate action when it determines a voicemail is reached: either leaving a customized voice message or adding it to a workflow for redialing. By filtering out these calls, accurate voicemail detection tools greatly increase the number of live conversations call centers agents have.

Learn more about the importance of accurate answering machine detection here.

Voicemail detection is also known as answering machine detection (AMD). The use of voicemail is widespread, from mobile phones to landlines. Call centers dialing leads can improve productivity by using voicemail detection software to make the most of agents’ time—and make the most of payroll—by directing them to as many live customers as possible.

A false negative occurs when the system detects a human on the line that is actually a voicemail. False negatives drive up wasted agent time as they’re forced to code for an answering machine before moving to their next call. What’s more, repeated false negatives can be a huge drag on agent morale and productivity.

On the other hand, false positives occur when the AMD system determines that there’s a voicemail on the line and disconnects when it’s actually a human that has answered, and that potentially results in a lost lead.

Convoso’s answering machine detection solution can be programmed to leave a voicemail message whenever it encounters a voicemail recording instead of a live customer. It can also be employed in tandem with smart voicemail drop capabilities to leave strategic messages based on where a call is in a campaign’s automated cadence.