Advanced, Multi-Layered Answering Machine Detection
Built for VICIdial, by the people who built VICIdial
About VICIamd
We started building VICIamd in 2023, using our decades of experience in the call center industry. As the creators and maintainers of VICIdial, we knew we wanted to build an AMD solution that would work natively with VICIdial, and one that would tie directly into the VICIdial Agent Screen to give agents more information about the calls that are sent to them.
We used a combination of methods: including our own always-evolving custom AI model, signal analysis, audio signature matching and several other tools, to build our multi-layered approach to detecting what is on the other end of the line after an outbound phone call is placed.
We have been testing and fine-tuning VICIamd at multiple call centers, over tens of millions of phone calls, to ensure it works as it was designed to. Now, we are ready to offer this service to the public.
Detection types:
- Live Human
- Answering Machine and Voicemail
- Call Screening
- FAS (False Answer Signal)
- Fax Machine
- Call Intercept Signals
How It Works
How VICIamd works, from call initiation to arrival at the agent
VICIdial Places a Phone Call
Just like a standard VICIdial operation, an outbound phone call is placed by the system, or an agent
Dialer Connects to VICIamd Service
The call and lead information is sent to the VICIamd server, and analysis begins
VICIamd Analyzes the Call
Multiple analysis techniques are used in parallel to figure out what is on the other end of the phone call
Result is Returned, the Call is Routed
After a result is detected, the call is routed either to an agent, to a pre-recorded message or it is hung up. If it is going to an agent, the agent is shown the results of the call analysis on their screen
VICIamd integration with the VICIdial Agent Screen
See and hear how VICIamd handles Call Screening calls
- If the VICIamd call result goes to an agent, an info panel appears on the agent screen
- The Greeting info panel will have the VICIamd result, analysis time and text of the call greeting
- The info panel will automatically close after 15 seconds
For "Call Screening" calls, the customer-side automated message may still be playing when the call is routed to the agent, giving the agent extra time to provide a verbal response so the call screener may send the call on to the customer.
Pricing
We offer a free trial of VICIamd to VICIhost clients, as well as a competitve monthly service rate
Frequently Asked Questions
Have a question about VICIamd that you don't see here?
Just contact us and we'll answer it for you!
Can I configure how VICIamd works at all?
Yes, when you enable VICIamd on a campaign, you will have a link on the Modify Campaign page to a Settings Container that will allow you to modify the VICIamd settings for that campaign's outbound calls. These settings include various thresholds, confidence levels and process limits related to how VICIamd works.
Are there any reports that work with VICIamd?
Yes, in addition to the existing AMD Log Report, the new VICIamd Log Report provides you with summary and detail results on the calls that VICIamd has analyzed. You can also listen to the audio that was captured for each call greeting so you can confirm the accuracy of VICIamd's decision.
Is VICIamd available for me to install on my premise VICIdial system?
Currently, VICIamd is only available to existing VICIhost clients and selected premise clients of the VICIdial Group. If you're interested in getting on our wait list to use VICIamd on your premise system, just contact us.
Does VICIamd only work with VICIdial systems, or can it work with other Asterisk-based outbound calling systems?
VICIamd was built to be compatible with how the AMD() Asterisk application functions, so you can use it with any Asterisk-based outbound dialing system, like FreePBX and GoAutoDial.
Contact
Get in touch with the VICIdial Group if you have any questions about VICIamd, or if you would like to sign up!
Address
4514 Central Ave, St Petersburg, FL 33711 USA