Outbound Dialing

Call Progress Analysis (CPA), also called Call Progress Detection (CPD), is a generic term for signal processing algorithms that operate on audio during call setup. The goal of CPA is to determine the nature of the callee or the outcome of call setup to an external network (traditional or IP). Specifically, when a call or session is being established, the caller or initiator is interested in knowing if someone answered, if the line is busy, etc. When the caller is an automated application such as a predictive dialer, CPA algorithms are used to perform the classification automatically. The NetBorder^™ Call Analyzer, in combination with our partners' dialer applications, ensure fast and accurate automated call classification which automatically translate in better efficiency of agents and higher quality customer interactions. The dialer/NetBorder combined outbound solution can save millions of dollars in yearly annual operating costs to a mid-sized outbound contact center.

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