MCA is pretty straightforward — it lets people know when they’ve missed a phone call. Traditionally, Voicemail systems fulfilled this requirement, helping operators attain good call completion rates and high customer satisfaction. However, with fewer and fewer people using Voicemail, operators have turned to MCA to compensate.
Here’s how it works. When a subscriber that does not have Voicemail receives a phone call, the Operator redirects the call to an MCA solution. The MCA solution then automatically answers the call and explains to the caller why the subscriber is unavailable (I.e. busy, no network, etc.). When the caller hangs up, an SMS notification is sent to the subscriber telling them that they received a call.
For operators, MCA promises:
- ROI in less than 2 months, with quick deployment (4-8 weeks).
- Competitive advantage
- Increased revenues due to higher call completion rates (CCR)
- Enhanced customer satisfaction