Call Progress Analysis (CPA), also called Call Progress Detection (CPD), is a generic term for signal processing algorithms 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.
Famous quotes containing the words analysis, call and/or progress:
“... the big courageous acts of life are those one never hears of and only suspects from having been through like experience. It takes real courage to do battle in the unspectacular task. We always listen for the applause of our co-workers. He is courageous who plods on, unlettered and unknown.... In the last analysis it is this courage, developing between man and his limitations, that brings success.”
—Alice Foote MacDougall (18671945)
“I awoke this morning with a devout thanksgiving for my friends, the old and the new. Shall I not call God the Beautiful, who daily showeth himself to me in his gifts?”
—Ralph Waldo Emerson (18031882)
“I think that Pilgrims Progress is the best sermon which has been preached from this text; almost all other sermons that I have heard, or heard of, have been but poor imitations of this.”
—Henry David Thoreau (18171862)