September 15, 2008
MTI Enhances SIP-Based Call Progress Analysis Capabilities
By Susan J. Campbell, TMCnet Contributing Editor
Message Technologies (News - Alert) Inc. (MTI) has announced at ITEXPO West 2008 the availability of enhanced SIP-Based Call Progress Analysis (eCPA) capabilities as an extension to the MTI (News - Alert) Outbound IVR solution.
MTI is an industry provider of interactive voice response (IVR), speech automation, and call center outsourcing services. Its latest solution is designed to work equally well in SIP-to-SIP or heterogeneous TDM/SIP environments.
Call Progress Analysis (CPA) is a method for determining how an outbound telephone call is answered. It can be broken down into two parts, pre-connect events (Busy, No Answer, Special Intercept Tones (SIT) and post-connect events (Live Person, Answering Machine, FAX.)
The eCPA from MTI is specifically designed to offer sophisticated algorithms, the power of the SIP protocol, and recent SIP gateway advances in order to provide customers with a simple way to integrate highly accurate CPA capabilities into their Outbound IVR applications.
The IVR capabilities that MTI offers, including eCPA are easily accessible through Web services and they leverage MTI’s open-standards based, feature rich, hosted Speech IVR platform. After initiating an Outbound IVR call, analysis is performed at the platform level and the result of the call progress is returned to the application for further processing.
In the past, customers placing outbound calls in a SIP-based environment were faced with a less-than-satisfactory solution that involved placing code within their own applications. The eCPA features ensure that the platform performs the analysis for the customer which results in greatly increase accuracy rates and decreased time to market.
"In recent months we have seen significant uptake for our outbound services and industry analysis shows that the outbound IVR market is expected to double in the next 5 years.” stated Darrell Knight, President of MTI, in a Monday statement.
“As more enterprises are looking for ways to automate Outbound IVR interactions that are bound by FCC, FTC (News - Alert), and DMA rules and regulations, eCPA will allow customers to reliably determine whether a call was answered by a voicemail system or a live person. Accurate detection of the call result is an essential tool that will allow our customers to optimize resources and increase the ROI of Outbound IVR campaigns.”
The opportunities that the eCPA solution can create are significant in that it allows the contact center or any other outbound calling organization to capture information regarding a call and log that information to be used for future calling campaigns.
The solution not only provides this valuable service, it is also built on a platform that leverages next-generation technologies to ensure that it can meet the needs of businesses today and into the future. In addition, its adherence to rules and regulations within the industry delivers added value for the customer, making it a must-have solution.
Learn more about Message Technologies, Inc., at INTERNET TELEPHONY Conference & EXPO — the biggest and most comprehensive IP communications event of the year. ITEXPO (News - Alert) will take place in Los Angeles, California, September 16-18, 2008, featuring three valuable days of exhibits, conferences, and networking opportunities you can’t afford to miss. Visit Message Technologies at booth #242 in the exhibit hall.
Susan J. Campbell is a contributing editor for TMCnet and has also written for eastbiz.com. To read more of Susan's articles, please visit her columnist page.
Edited by Stefania Viscusi