Case Study: Verascape improves outbound call completion with LumenVox Call Progress Analysis

Verascape needed to detect answering machines in outbound calls

Verascape, a provider of cloud-based self-service customer experience (CX) solutions, faced a challenge in its outbound calling strategy: it needed to reliably detect whether a call was answered by a live person or an answering machine to avoid awkward and costly voicemail messages. To solve this, the company turned to vendor LumenVox and its Call Progress Analysis (CPA) service, which works alongside answering machine detection (AMD) technology.

LumenVox's solution used machine learning to analyze the audio of answered calls, instantly determining if it was a human or a machine based on speech patterns. This implementation provided Verascape with an immediate return on investment, including a 10% improvement in outbound call completion rates, significant cost savings for its contact center clients, and an overall enhancement to the quality of proactive customer service.

Verascape

Mike Browning

Vice President