Answering Machine Detection

The accuracy of our Answer Machine Detection (AMD) has been praised by more than one customer who had used competing products. Voicemail detection is included as standard in Newfies-Dialer, together with beep detection, so a separate message can be left on the contact’s answering machine right after the beep.

Answer Machine Detection is an important part of any voice broadcast or call center dialer. Hanging up on answering machines within a couple of seconds dramatically reduces the duration, and therefore the cost, of outbound calls, and makes sure your agents and your message are only used on real people.

How answering machine detection works

When a call is answered, Newfies-Dialer listens to the first moments of audio. A person usually says a short greeting and waits, while an answering machine plays a longer greeting followed by a beep. From this pattern the dialer decides, within seconds, whether a person or a machine has answered, and the campaign then does what you configured:

1. Person answered: play your message, run your IVR survey or transfer the call to an agent.
2. Machine answered, hang up: end the call immediately to save call time and costs.
3. Machine answered, leave a message: wait for the beep and play a voicemail message, recorded or with text-to-speech, from the start.

Because the message starts right after the beep, the whole message is recorded on the contact’s voicemail instead of being cut off at the beginning.

Use cases

• Press-1 lead generation: only transfer real people to your agents, never answering machines.
• Predictive and power dialing: keep agents talking to prospects instead of listening to greetings.
• Marketing voice broadcasts: leave a callback message that contacts can listen to at their leisure, a technique known to produce good response rates.
• Reminders and notifications: make sure the information reaches the contact either live or on voicemail.
• Ringless voicemail style campaigns: combine AMD with voicemail drop, see ringless voicemail.

Features

• Voicemail detection included on all plans
• Beep detection for voicemail drop right after the beep
• Different message for people and for answering machines
• Call results and dispositions in live and downloadable reports
• Works with press-1 transfers, surveys, predictive and power dialing
• Configurable per campaign, so you can test different settings

Compliance

Leaving prerecorded messages is regulated in many countries. In the USA, for example, the TCPA generally requires prior express written consent for prerecorded marketing messages, including messages left on voicemail, and prerecorded messages must identify the caller and offer an opt-out. In the UK, automated marketing calls generally require specific prior consent under PECR.

Use AMD together with Do Not Call lists, calling hours and caller ID to run compliant campaigns. Please check the rules that apply to you with a legal advisor. This page is not legal advice.

Frequently asked questions

See the plans and pricing: voicemail detection is included in all of them.