Call progress analysis
Encyclopedia
Call Progress Analysis (CPA), also called Call Progress Detection (CPD), is a generic term for signal processing
algorithm
s 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 an automated dialer or message broadcasting
system, CPA algorithms are used to perform the classification automatically.
Modern CPA methods in combination with automated outbound dialing applications, ensure fast and accurate automated call classification, which automatically translate in better efficiency of agents and higher quality customer interactions.
Traditional Call Progress Analysis implementations rely on simple rule-based algorithms which provide sub-optimal accuracy of speed of processing, leading to significant inefficiencies in operations and issues in meeting compliance from new government regulations.
Using statistical models based on Neural Networks
to represent the potential outcomes of an outbound call attempt, companies can meet and exceed these regulations. This approach identifies much better the call patterns that represent call progress events and provides CPA results with far superior accuracy, speed and flexibility compared to traditional approaches.
Signal processing
Signal processing is an area of systems engineering, electrical engineering and applied mathematics that deals with operations on or analysis of signals, in either discrete or continuous time...
algorithm
Algorithm
In mathematics and computer science, an algorithm is an effective method expressed as a finite list of well-defined instructions for calculating a function. Algorithms are used for calculation, data processing, and automated reasoning...
s 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 an automated dialer or message broadcasting
Voice broadcasting
Voice broadcasting is a mass communication technique, begun in the 1990s, that broadcasts telephone messages to hundreds or thousands of call recipients at once. This technology has both commercial and community applications. Voice broadcast users can contact targets almost immediately...
system, CPA algorithms are used to perform the classification automatically.
Modern CPA methods in combination with automated outbound dialing applications, ensure fast and accurate automated call classification, which automatically translate in better efficiency of agents and higher quality customer interactions.
Traditional Call Progress Analysis implementations rely on simple rule-based algorithms which provide sub-optimal accuracy of speed of processing, leading to significant inefficiencies in operations and issues in meeting compliance from new government regulations.
Using statistical models based on Neural Networks
Neural network
The term neural network was traditionally used to refer to a network or circuit of biological neurons. The modern usage of the term often refers to artificial neural networks, which are composed of artificial neurons or nodes...
to represent the potential outcomes of an outbound call attempt, companies can meet and exceed these regulations. This approach identifies much better the call patterns that represent call progress events and provides CPA results with far superior accuracy, speed and flexibility compared to traditional approaches.