The ICMS DialEdge is a superior predictive dialer application with advanced AI functions that mimic the human brain. Using NetBorder's Call Analysis engine, DialEdge can distinguish not only human voice from fax machines and answering machines but also identify other call progress tones necessary to terminate non live calls and then deliver live calls to your agents.
The Call Analyzer technology is built on statistical models based on neural networks that represent the potential outcomes of call attempts. The result is a virtual machine that learns patterns of what constitutes a call attempt that result in a voice mail versus a live human versus a special intercept tone, etc. The Call Analyzer functions much like the human brain and is able to adapt to a wide variety of noise conditions, ringing patterns and telecom network conditions.
Increase Accuracy and Efficiency
DialEdge and the NetBorder Call Analyzer software provides the most accurate and resilient Call Progress Analysis engine in the market today, which enables fast and reliable real-time call classification that drives the efficiency and quality of automated calling applications to unmatched levels.
Traditional Call Progress Analysis implementation rely on simple rule-based algorithms which provide sub-optimal accuracy of processing speed, leading to significant inefficiencies in operations.
Increase Agent Productivity
DialEdge intelligently manages call distribution so that agents get a live call with the shortest amount of wait time. Calls received by answering machines, fax machines or lines that are out of service are discarded.
The system ensures fast and accurate automated call classification which directly translate in improved efficiency of agents and higher quality customer interactions. Through higher automation rate and better use of agent time, this solution can literally save millions of dollars in yearly annual operating costs.
Communication Management
