Yesterday was the first day we noticed a surge in connections from the latest phone screenings relating to IOS 26 update for Apple in September. This is resulting in an increase of connection rates on our outbound dialing attempts. My concern is that as this feature continues to be adopted, and if it is ever changed to a base feature as opposed to opt in for users, call centers like ours will have to navigate extreme connection rates that may drastically slow down our dialer efficiency.
Is there a detection control setting we can adjust that might be able to identify that the call was answered by the phone screening, potentially allow us to play a pre-recorded message identifying ourselves, and only upon the customer actually answering/accepting the call would it route to an agent? I'm curious what others are looking at in getting ahead of call screeners and there impact to connection rates, as well as what Genesys is looking at.
#Outbound#Telephony------------------------------
Cody Herr
Customer Service Unit Manager
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