Answering Machine Detection (AMD)

overview answering machine detection (amd) is a feature used in automated outbound dialing modes to determine if a call has been answered by a live person or an answering machine by filtering out machines, amd ensures that agents' time is spent speaking only with live prospects how it works when a call is answered, the amd system analyzes the initial audio it listens for cues that distinguish a human voice from a recorded greeting if a machine is detected, the system disconnects the call if a live person is detected, the call is immediately connected to an available agent prerequisites the outbound campaign must be using an automated dialing mode, such as predictive configuration steps enable amd location administrator > manage > \[campaign name] > general configuration action check the amd checkbox to enable the feature for the campaign this setting is available when using predictive dialing mode use cases high volume sales in a telemarketing campaign, amd screens out all the voicemails, dramatically increasing the number of live conversations agents have per hour lead generation amd is used to quickly sift through large contact lists to identify and connect with interested prospects efficiently benefits massive productivity gains agents spend significantly more time talking to potential customers and less time listening to voicemail greetings improved agent morale focusing on live conversations is more engaging and rewarding for agents than repeatedly encountering answering machines increased campaign roi by maximizing the number of productive interactions, amd helps to improve the overall return on investment limitations amd systems are not 100% accurate and can sometimes misclassify a live person as a machine ("false positive"), resulting in a dropped call there can be a slight pause at the beginning of the call as the system analyzes the audio