Genesys Cloud - Main

Our company is currently running some Agentless Outbound campaigns through Genesys Cloud CX.
After our customer picks up the campaign call, Genesys detects whether the receiver is a live person or Answering machine.
If our customer says nothing, the campaign does not play the greeting message in the Architect Call Flow, waits around 30 seconds, then hangs up.

At this point, we were wondering if Genesys has any function that can alert our customer like "Sorry, we cannot hear your voice. Can you please speak up?"
before they actually hang up due to the Genesys silence detection system (which only gives frustration to our customers since we called them in the first place then hang up without saying nothing....?). 

I believe that there are tons of customers who say nothing when they pick up the call and wait for the caller to explain their identity with their intent of the call.
I could not find any related functions on Genesys Campaign management, Call Response Analysis or Architect.... 







#Outbound

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JeongYoon Cho
LemonIT
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About the only way you get around this is to turn off AMD and just pass all calls to the flow.  I do this regularly for calls I don't recognize so it will hopefully mark my number as bad on the dialer.  The AMD is looking at the way the call is answered and there will be some better functionality around this with the new, revamped, AMD/Voice Detection that Genesys is working on.  Here is a preview:

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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
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Original Message:
Sent: 08-24-2022 05:06
From: JeongYoon Cho
Subject: Genesys Cloud CX Silence Detection function inquiry

Our company is currently running some Agentless Outbound campaigns through Genesys Cloud CX.
After our customer picks up the campaign call, Genesys detects whether the receiver is a live person or Answering machine.
If our customer says nothing, the campaign does not play the greeting message in the Architect Call Flow, waits around 30 seconds, then hangs up.

At this point, we were wondering if Genesys has any function that can alert our customer like "Sorry, we cannot hear your voice. Can you please speak up?"
before they actually hang up due to the Genesys silence detection system (which only gives frustration to our customers since we called them in the first place then hang up without saying nothing....?).

I believe that there are tons of customers who say nothing when they pick up the call and wait for the caller to explain their identity with their intent of the call.
I could not find any related functions on Genesys Campaign management, Call Response Analysis or Architect....







#Outbound

------------------------------
JeongYoon Cho
LemonIT
------------------------------