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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® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.