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Since the days of the early 90's, voicemail or human detection with dialers has always been based on the premise that a person will say hello, wait a bit and then continue the conversation and for 90% of the people out there, that is true. The problem lies in the definition of "hello". Most, if not all, of the VAD rules out there are looking at a hello with a lower (hel) and an upper (low) as we say in the US. Unfortunately, a majority of the world is opposite with a upper hel (ah) and lower low (low) as in German and Nordic languages. While variations abound like "Hi there", "This is Robert", or just "yeah?", the VAD algorithms in Genesys Cloud CX are some of the best out there, especially if you let the system know what to listen for. Genesy provides a way to do this in contact lists so you can target specific lists to a specific language or dialect. If you open the Contact List and open the Advanced section, there is a place to specify the language/dialect. This will increase your hit rate tremendously, but you do need to make sure your lists and language match up. Genesys does provide methods for turning off VAD and all other SIT detections as well, so all calls go to the agents.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.