TCN’s new AI-powered SmartAMD helps contact centres improve right-party contacts, reduce agent downtime, and navigate modern call screening technologies.
TCN has launched SmartAMD, an AI-powered answering machine detection and call-sorting solution designed to help contact centres improve customer connections and agent productivity. Embedded within the TCN Operator platform, the solution is built to identify live customers, voicemail systems, and mobile call-screening technologies in real time, enabling more accurate call routing and higher right-party contact rates.
According to TCN, SmartAMD addresses growing challenges created by modern call-screening tools such as iOS Call Screening, Google Pixel Call Screen, and carrier-based filtering services. Traditional answering machine detection systems often struggle to distinguish between live customers and automated systems, leading to missed opportunities and inefficient agent utilisation.
“Agent time is our most expensive resource and our greatest opportunity cost. Now that handset AI filters like iOS Live Voicemail and Google Call Screen are blocking standard dialers, protecting agent time is harder than ever. That is why we developed a dual-engine approach. Standard AMD handles the bulk filtering cheaply, while our new SmartAMD punches through the noise to catch high-probability conversations,” said Dave Bethers, Senior Vice President of Client Success and Product, TCN.
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Improving Contact Centre Efficiency
SmartAMD uses multiple machine learning models operating simultaneously to analyse call connections. A primary model determines whether a call has reached a human or an automated system, while secondary models identify specific voicemail or call-screening technologies and automatically select the most appropriate action.
The platform supports intelligent interactions with mobile screening tools, instant live-human detection, enhanced voicemail filtering, and detailed call outcome classification. TCN said the solution also continuously re-trains its AI models to adapt to changing carrier behaviours and evolving screening technologies.
Delivering Measurable Business Outcomes
According to TCN, a recent enterprise deployment involving more than 1.6 million calls delivered significant operational improvements.
The company reported a 13.28% increase in agent utilisation, driven by reduced time spent navigating voicemails and automated screening systems. Right-party contact rates for agent-connected calls lasting more than 40 seconds increased from 7.68% to 8.70%.
TCN also stated that the customer achieved an 8.8x return on investment through improved connection rates and greater operational efficiency.
The launch reflects increasing investment in AI-powered contact centre technologies designed to improve outbound customer engagement, optimise agent productivity, and help organisations navigate increasingly complex communication environments.
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