Voice has remained pervasive for business communications, and it is especially having an impact in this Age of Digital Transformation. However, voice poses major challenges for Contact Center and CX professionals to keep their voice-based resources up and running — not to mention managing to keep technology fresh and add new capabilities.
Too often they feel they are “damned if they do” when buying into the view that customer care is moving to chat and text. Or they feel “damned if they don’t” to keep the voice channel up to date with the latest and greatest AI-infused technologies.
On the occasion of our 20th anniversary, our founder and CEO, Edward Miller, reflects on the origins of the company, how we’ve stayed on top of technology and where we’re headed.
What inspired you to create LumenVox?
I was running an interactive voice response (IVR) business with millions of customers, and the volume of calls in our call center became impossible to handle. Speech recognition was the only way to automate our simple low-value questions. After receiving some extremely expensive quotes, we decided to do it ourselves.
We curated the best and brightest to usher us through the process. Within just a few years, we had built a sophisticated speech recognition engine, and LumenVox was born. The name comes from the Latin words lumen, to illuminate or bring light to, and vox, which is voice.
How have your employees contributed to your success?
Starting with our very first hire, we’ve built our workforce with people who embody our core values of positivity, curiosity and passion, and that approach is how we’ve managed to thrive for 20 years.
Looking back over the last 20 years, how has the technology changed?
From the beginning, we didn’t want to host a large technical support department or offer professional services. So, we focused on highly automated installation, configuration, monitoring and maintenance of the program.
For example, an error or warning brings up the name of the error instead of some obscure code — along with a convenient link to the documentation that explains how to fix it. We even provided dashboards to assist in the program and diagnose problems in advance.
Many of these powerful tools are still part of LumenVox today. What’s changed over time are the engines. Our speech recognition engine has advanced over the years, with additions of voice activity detection and noise reduction. Artificial intelligence (AI) has always been part of our product; however, in the last few years, deep neural networks and machine learning have advanced the entire LumenVox product stack.
Can you tell us about your strategic vision for the company?
Our strategic vision has been constant since the day we started because we’ve always focused on being a core technology/voice engine company with software that gives you the tools and capabilities to create solutions to enable a marketplace. An example of this is when we provide grammars or snippets of code, so one can bootstrap their speech-enabled applications. We backstop and teach best practices.
How do your relationships with your partners play into this vision?
We’ve always believed in the value of partnerships acting collaboratively rather than competitively to stay in harmony with our many partners, including Avaya, Genesys and Cisco, to empower their success. Preparing and educating our partners from all perspectives, whether it’s sales, sales engineering, technology or solutions architecture, we make it easy for them to utilize and sell our software.
Our approach to partnerships has matured over time with co-marketing, facilitating the value propositions and benefits of using our full stack voice software.
How have your customers changed over the years? How does your company stay agile to meet their changing needs?
A huge change across the whole industry has been the move from on-premises software to the cloud. Gone are the days of selling a solution that sits in a backroom somewhere, plugged into a telephone system and a network. This migration to the cloud has drastically changed the way our product is consumed — and we’ve changed everything we do and deliver in response.
Now more than ever, our customers demand a high level of both quality and complexity. Thanks in part to our partners, who create more complex applications, we’ve been able to keep up with the evolving demands of our customers over the last two decades.
Ultimately, it’s our laser-sharp focus that keeps us nimble. We do one thing, voice, and we do it extremely well.
What does the future hold for LumenVox?
Right now, we’re focused on getting each and every one of our programs into a single API, that is multicloud-enabled. Unlike so many companies out there, we don’t require you to be in a specific cloud. You can be on-prem, in a private cloud, or in many disparate clouds. We’re striving for maximum flexibility, and we’re going to continue our push into different markets and verticals, with new languages and capabilities. Although it’s taken us 20 years to get here, it feels like we’re just getting started.
New ASR engine outpaces competition and delivers the most accuratespeech-enabled customer experiences
SAN DIEGO – August 3, 2021 – LumenVox, a leading provider of speech and voice technology, today announced its next-generation Automatic Speech Recognition (ASR) engine with transcription. The new engine, built on a foundation of artificial intelligence (AI) and deep machine learning (ML), outpaces its competition in delivering the most accurate speech-enabled customer experiences.
The new LumenVox ASR engine stands apart from the rest with its end-to-end Deep Neural Network (DNN) architecture and its state-of-the-art speech recognition processing capabilities. The new ASR engine not only accelerates the ability to add new languages and dialects but also provides a modern toolset to expand the language model to serve a more diverse base of users.
“New demands have redefined the very meaning of Automated Speech Recognition,” said Dan Miller, lead analyst at Opus Research. “LumenVox’s new ASR engine provides high levels of accuracy and intelligence required to capture, recognize, and react to each customer’s intent and define what’s possible for speech and voice recognition software.”
LumenVox delivers industry leading accuracy in comparison to other AI-driven ASR engines in the market today and enables customers to:
Future-proof speech technology: With its end-to-end Deep Neural Network (DNN) architecture, LumenVox’s single language model enables customers to quickly add new languages and non-native speaking accents to serve a more diverse set of customers with industry-leading accuracy.
Migrate legacy speech applications: Through the LumenVox Speech Tuner, customers can migrate over 80% of their grammars and confidence values from legacy applications to the LumenVox ASR with relative ease.
Deliver a seamless customer experience: By converting speech-to-text in real-time, the LumenVox ASR engine delivers high availability and extremely accurate transcription with little or no latency.
Deploy in any environment: LumenVox provides customers with complete flexibility to deploy their speech applications in any environment: on-premise, multi-cloud, or a hybrid model.
“Companies are evolving rapidly and seeking more voice enabled applications to deliver powerful customer experiences,” said Joe Hagan, chief product officer at LumenVox. “The new LumenVox ASR engine, enables customers to meet the increased need for next-generation speech recognition services by offering new languages and dialects without the high cost of professional services.”
Join Dan Miller, lead analyst at Opus Research and Joe Hagan, chief product officer at LumenVox on September 14 at 11:00 a.m. PT / 2:00 p.m. ET as they discuss what is required to deliver meaningful employee and customer experiences through voice channels. Register now for the webinar.
LumenVox is a leading provider of carrier-grade speech and voice recognition software for organizations around the world. Its technologies make the customer experience more compelling by transforming the way people interact with applications and systems. Every day, millions of users and thousands of businesses experience LumenVox within proven speech applications. For more information, please visit www.lumenvox.com.
We’re proud to announce we are back as an official sponsor of Service Management World: A Digital Experience. This exciting virtual event will be held July 21st-22nd. It’s going to be jam-packed with case studies, enlightening discussions, and networking opportunities so you can make your service exceed expectations.
What to know before you go to Service Management World
In today’s digital world, delivering world class customer and employee experiences is the key to keeping business goals on track. We are excited to share what LumenVox can do to improve the service management experience by way of our voice recognition and password reset capabilities.
Come by the LumenVox digital expo booth to start a conversation. We are ready to talk all things #voice and exactly how LumenVox can propel digital transformation leveraging this cutting-edge technology.
Bring your unique business case, and we will have LumenVox experts ready to engage.
What We are Featuring at Service Management World
LumenVox is taking voice to another level. Our technology empowers both customers and employees with self-service and automation within the help desk environment. We will be talking about several of our products that are breaking records, glass ceilings and winning over our customer and partners.
Taking Automatic Speech Recognition to the next level
LumenVox provides a streamlined way for customers to migrate off incumbent ASR (Automatic Speech Recognition) engines by simplifying the migration of grammars and confidence values through its speech tuning capability to the new LumenVox ASR engine. Our ASR engine comes out-of-the-box with end-to-end recognition capabilities which is built on AI (Artificial Intelligence) and Deep Neural Networks (DNN). That means it can train itself, learning specific audio of potential users to learn a wide range of phonetic representations for every word. LumenVox ASR is trained to recognize the most common variations of each word so that it can accurately recognize speech and consider many different pronunciations in a single language, as opposed to having to train according to each individual user. It is taking the complexity of human pronunciation and making it simple—in one easy-to-integrate, flexible ASR engine.
LumenVox Call Progress Analysis: Boosting Auto Dialer Accuracy with Artificial Intelligence
Our state-of-the-art Call Progress Analysis (CPA) is changing the game, breaking accuracy records, making billions of successful outbound calls per month. This technology leverages artificial intelligence to accurately detect live human vs. answering machine as well as tones, background noise and more. LumenVox CPA can be used to improve accuracy and boost contact center efficiency by enabling “intelligent” proactive outbound message delivery, predictive dialing, e-callbacks, virtual holds and more.
LumenVox Password Reset: The Ultimate Password, Using Voice Biometrics
Millions of personal identity records are compromised each year through data breaches that include email addresses, passwords, and PINS. Protect your employees and your software systems’ security with LumenVox Password Reset for stronger security and authentication. Leveraging AI-driven voice biometrics, our technology enables employees to authenticate using the sound of their voice—across multiple channels, 24/7.
What Sets LumenVox Voice Technology Apart
Our voice technology is specially designed to integrate with existing footprints, which means you do not need to rip and replace. Instead, you can apply our technology to expand features and improve functions to new and existing partner solutions. Each component is productized for rapid delivery and deployment. Our ecosystem & marketplace-enablement empowers our partners to innovate and differentiate—to take on competitors confidently and disrupt the market.
Our relationship skills are the only things that surpass our technical skills. We a long history of reliable, trusted partnerships. We ensure our technology is proven and innovative, providing immediate value.
LumenVox to be a Featured Sponsor at Genesys Xperience 2021
Now more than ever, it is becoming clear that consumers prefer digital-first interactions which are setting a new standard that requires customer experiences to be consistent, predictive and proactive across every touchpoint. To forge stronger connections, organizations must evolve how they are engaging their users through intelligent experiences – whether that is through IVR, text, voice, chat or social – to develop lifetime brand loyalty.
Meet up with LumenVox at Genesys Xperience Virtual Event
Xperience 2021 is a two-day virtual customer experience event being held on June 23-24. Attendees from around the globe will include Genesys customers and prospects, industry visionaries, and partners ― coming together to share and learn about new strategies for deploying AI-driven customer experiences innovations within the Genesys platform. Xperience 2021 is the one place to find everything you need to deliver highly personalized and secure customer experiences: the right experts; the right information; the right technology.
More than 80 industry thought leaders will share insights into the latest market trends and best practices for implementing the latest CX technologies.
Americas: 9:00 AM – 2:30 PM PT
Europe, Middle East and Africa: 9:00 AM – 2:30 PM GMT
How:Register now for free and to get access to session recordings
LumenVox + Genesys = Better Together
This year’s theme “The Power of Us” is a perfect way to describe the relationship between Genesys and LumenVox. Both are focused on delivering powerful customer experiences through secure, AI-driven speech recognition and voice biometric software.
As a long time Genesys partner, we are excited to be a featured sponsor at this year’s Xperience two-day virtual customer experience event. During these two days, you can find LumenVox speech and voice biometric experts ready to discuss the following topics:
Integration and 3rd Party Applications
Self-Service & IVR
Not only can you talk with the team from LumenVox, but anyone who visits our booth will have the opportunity to win one of two $100 Amazon gift cards.
Discover how LumenVox can enable your end-to-end customer experience
Create exceptional end-to-end customer experiences within your Genesys contact center by leveraging LumenVox’ AI-driven speech and voice biometrics software.
Deliver highly secure and scalable voice biometrics solutions. Reduce fraud, improve the customer experience and decrease agent handling time – all within your Genesys Cloud environment.
Increase IVR containment by allowing callers to self-service. Our ASR (Automatic Speech Recognition) engine converts spoken audio into text, providing users with a more efficient way to interact with automated systems.
Speech-enable your telephony platform or software application. Text-to-Speech provides the voice output for conveying information to callers – further assisting with containment.
Stop by the LumenVox virtual booth
If you are looking to voice-enable your customer experience, drop by our virtual both, we would love to learn more about your use case. Drop us a note here to set up some time with one of our team members.
The training is targeted towards teams that are involved in solution design, delivery or support of solutions that include the use of LumenVox speech recognition, text-to-speech or call progress analysis. The training and certification are complimentary for any employee who works for one of our channel partners. Even if you aren’t interested in pursuing the certification, you are more than welcome to participate in the two half-day sessions.
What will be covered?
The technical training sessions include in-depth information on how to install and configure LumenVox’ Automated Speech Recognizer, Text-to-Speech and Call Progress Analysis; how to troubleshoot your installation using the LumenVox Dashboard as well as exciting product updates, including the LumenVox AI Gateway, Call Progress Analysis (CPA) enhancements and our next generation ASR engine.
We will also be diving into our new product offerings, including; the LumenVox Transcription Engine; LumenVox Biometric products; additional new security features, including Secure SIP; and updated deployment architecture material.
What are the benefits of becoming LumenVox Skills Certified? By having at least one LumenVox Skills Certified employee, your organization is eligible for:
Joint marketing including a partner listing on com, sales and training presentations, and other collaborative marketing efforts.
LumenVox lab software at no cost (subscription basis, renewable annually) including LumenVox ASR, TTS software and one seat of the LumenVox Speech Tuner for use in your internal development and test lab.
What is the skills certification process?
The Skills Certification process consists of two parts:
The Skills Interview: Designed to find out more about each candidate’s experiences with, and approaches to speech application development. It is a more of a free form conversation that focuses on the candidate, rather than a formal set of requirements.
The Application Presentation: Candidate presents a speech application in which they have contributed to the development. We expect to see some of the documentation regarding the application (including design elements like call flow diagrams, business requirements).
Once you have passed the certification process, we will send over your free LumenVox software for use in your design and delivery labs. It’s that easy.
Are you ready to become a LumenVox Skills Certified partner? Register now!
P.S. – The first 30 registrants for the partner skills certification technical training will receive a Welcome snack box!