ICTContact provides native support for Answering Machine Detection (AMD) and Do Not Call (DNC) management within its contact center platform. AMD automatically distinguishes between live answers, voicemails, and unanswered calls, allowing campaigns to route only valid live calls to agents.
DNC support ensures that numbers listed in internal or regulatory DNC databases are automatically excluded from outbound dialing. This suppression is applied across campaigns at the system level, helping tenants maintain compliance, avoid penalties, and ensure controlled outbound communication.
DNC Support in ICTContact:
ICTContact supports two types of Do Not Call (DNC) lists to help contact centers stay compliant and avoid calling people who very clearly do not want to be called.
Master DNC
The Master DNC list represents country-wide or regulatory DNC databases provided by government authorities such as the Federal Communications Commission (FCC) and the Federal Trade Commission (FTC) in the United States. Numbers included in this list are automatically blocked across all campaigns, ensuring system-level compliance with national regulations.
User DNC
The User DNC list is maintained at the tenant or user level. It allows individual contact centers to manage their own opt-out records for voice campaigns. Numbers can be added manually or populated automatically when a call recipient chooses to opt out during an interaction. Once added, the system ensures that the contact is excluded from future calling attempts.
While ICTContact provides built-in mechanisms to enforce DNC rules, call suppression, and campaign-level restrictions such as permitted calling hours, it remains the responsibility of the user to ensure compliance with all applicable federal, state, and regional regulations. The platform simply makes breaking the rules much harder than following them.
Opt-Out Feature in ICTContact
The Opt-Out feature is essential for contact centers running direct marketing campaigns where customers may choose to stop receiving further communications. Opt-out allows a contacted individual to explicitly indicate that they no longer wish to receive calls, ensuring respect for customer preferences and compliance with Do Not Call (DNC) regulations.
With the enforcement of DNC legislation worldwide, businesses are expected to provide a clear and simple way for call recipients to opt out of marketing campaigns. ICTContact addresses this requirement by offering built-in opt-out mechanisms within outbound voice campaigns.
During a call, recipients can opt out by pressing a predefined key, such as pressing 9, either before or during the message or interaction. Once triggered, the system automatically updates the User DNC list, ensuring that the number is excluded from future campaigns. This process can also work alongside existing DNC rules, making opt-out handling automatic and reliable.
AMD Support in ICTContact:
ICTContact includes built-in Answering Machine Detection (AMD) to automatically distinguish between a live human and an answering machine when a call is answered. This distinction is critical because humans and machines respond very differently during call interactions.
In interactive outbound campaigns, where recipients are expected to respond by pressing a key or engaging with an agent, AMD ensures the system reacts appropriately. If a call is answered by an answering machine, ICTContact can either play a different predefined message or automatically terminate the call, avoiding unnecessary call time and improving campaign efficiency. By routing only live calls to agents or interactive flows, AMD helps optimize resources and deliver more effective outbound campaigns.
Answering Machine Detection heavily relies on the response on the other end of the line. This is mainly because once the copper ends, it is tough to predict the nature of the conversation, whether it is a live person or a machine. Answering machine detection then becomes an exercise in predicting human behavior. The ICTBroadcast team has vast experience in handling these situations, and that is why AMD has better performance results than its competitors.
