The Increasing Importance of Accuracy and Speed in Detecting Outbound Call Responses: Avaya Proactive Contact Continues to Lead the Way With Enhanced Call Progress Analysis

In today's fast-paced, competitive, consumer driven world, more and more businesses struggle with the fact that they aren't reaching live customers with enough frequency or consistency. Proactive outbound communications strategies help contact center managers leverage their investments by making their employees as productive as they can be. This paper describes how to quantify the speed and accuracy of outbound dialing, and examines the results of third-party tests. This paper discusses the Return On Investment (ROI) and regulatory implications of speed and accuracy, and describe the Enhanced Call Progress Analysis technology provided in Avaya Proactive Contact, which was designed specifically to improve agent productivity, while still enabling businesses to comply with increasingly strict regulations.