Collab, a European provider of contact center solutions, and Khomp, a leader in hardware and technologies for the Brazilian telecommunications market, today announced a technology partnership that enables improved Contact Center performance in industries whose high performance and traffic are key. Banking, insurance and large carriers may be some of the great areas benefiting from the partnership now announced.
Through this partnership, Collab uses Khomp’s AMD (Answering-Machine Detection) system that classifies calls, filtering voicemail, fax or missed calls in an outbound predictive campaign, transferring only valid calls to the agents of Contact Centers.
The technology has already been tested with Collab customers in Brazil, in predictive outbound scenarios, obtaining very positive results regarding the rate of voicemails passed to the agents. Increases of more than 50% in the success of voicemails detection were made possible by Khomp’s call classification process, thus giving rise to a very significant increase in Contact Center performance. Partners can follow the architecture recommended by Collab and replicate it in other geographies.