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.
Interested to learn more about how LumenVox can help you deliver better customer and employee experiences?
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!
The International Avaya Users Group is holding its second annual online virtual event: IAUG Wired, this Tuesday, February 10, 2021. We were able to attend last year in Phoenix, Arizona, and can speak to the exciting engagement it offers.
The best part about this year? You don’t have to leave the comfort of your office or home to participate. It’s completely virtual and accessible from anywhere. IAUG has a host of panelists delivering highly interactive, 3D virtual environments, breakout sessions, and interactive partner exhibits within the virtual show floor.
As a proud sponsor, LumenVox will have a virtual booth to showcase our best-in-class voice technology. We’ll have a plethora of information on the LumenVox Avaya-compliant, speech-enabled contact center applications including:
Call Progress Analysis ensures outbound message delivery and is currently beating the competition with 98.6% accuracy of over 500 million outbound calls per month. As an enhancement to the Avaya Proactive Outreach Manager, you can ensure the message is delivered successfully and clearly. No cutoff. No miscommunication.
Automatic Speech Recognition converts spoken audio into text, providing users with a more efficient way to interact with automated systems. Increase IVR containment by allowing callers to self-service.
Text-to-Speech provides the voice output for conveying information to callers – further assisting with containment. With Text-to-Speech you can speech-enable your telephony platform or software application.
Want to chat with us during the event (Feb. 10, 2021)?
Go ahead and log in before registering if you have an IAUG account. Members will also have access to the recordings. For inquires, contact firstname.lastname@example.org.
Register here. By registering for this event you are opting in to have your name and email visible on the event platform while the event is live in order to participate and interact with attendees and speakers. If you are not an IAUG member already, you will receive a basic entry-level “affiliate” membership after the event.
2020 has been a historic year for remote working and Cisco WebExOne is poised to deliver a premier digital collaboration conference this year (December 8 – 9). As a proud Cisco Solutions Plus Partner and Gold sponsor of the event, LumenVox will be presenting an overview of the building blocks businesses need to create an ideal, total customer experience over voice channels.
With a voice technology stack unrivaled in its breadth, from state-of-the-art automatic speech recognition to advanced voice biometrics, we’ll discuss:
How LumenVox technology benefits resellers –
We’re here to make life easier. Our offerings are attractive, with demonstrated ROI, and available through the Cisco Commercial ordering system (CCW). We offer flexible licensing with bursting capabilities as well as perpetual, subscription, and per-minute pricing. We’re also unrivaled for our relationship skills. Besides delivering the best voice technology in the market, our main priority is to work with you. We make it a point to not compete with you or your partners for professional services.
What the benefits for end customers are –
A happy customer is a customer that gets the information they need when they need it. A happy customer is a secure customer. A happy customer gets a seamless omnichannel experience. We focus on optimizing omnichannel communication with intelligent speech recognition, text to speech, secure voice biometric authentication, and fraud detection.
What about agents?
We make agents’ lives easier by increasing productivity through higher containment rates and optimized workflows.
The necessary voice technology stack for enhancing total experience –
Recently the LumenVox team attended CCW to empower businesses to deliver seamless yet secure customer communication through advanced speech and authentication solutions. While there, we had the opportunity to have been interviewed by CrmXchange for their CCW Nashville 2020 column: Solution Providers and End Users Harmonize in Music City
Good question. We have zeroed in on the following:
Speech Recognition: This includes conversational IVR with text-to-speech capabilities that create a very functional, conversational IVR self-service.
Voice Biometrics: We get really excited about this, as it addresses a huge threat to businesses right now—fraud. Voice biometrics is used to keep customers safe, to secure authentication and keep the customer experience painless and easy. Businesses can implement voice biometrics using IVR, mobile applications or in the contact center.
In 2019 we hit over a million voiceprints. For 2020, our development team combined customer feedback with their biometric expertise and created a robust passive engine, which allows for machine learning to enhance features and customer benefits. With the inclusion of Deep Neural Network technology, LumenVox has positioned itself to provide higher accuracy, more fraud prevention tools and increased customer satisfaction/ service.
There are numerous companies in your space…how do your solutions stand out from your competitors?
We’re easier to work with in every way. Our company is very focused on our channel partners. And our customers rave about how flexible the architecture and capabilities are. Our consistently high NPS scores (currently 89) reflect how much they appreciate our responsiveness. All speech recognizers and text-to-speech engines perform the same tasks, but they really don’t offer the higher value that comes from our simple install-configure-use approach. Things like our built-in diagnostics make it quick and easy to set up or troubleshoot things, and the LumenVox Speech Tuner is the easiest product on the market to implement and improve the performance of your speech applications, based on real customer usage.
On the voice biometrics side, while we do the installation and training, we’re also very open and flexible: We have APIs that are easily integrated into a contact center agent’s desktop or CRM applications. We see this as an important differentiator because managers really want applications consolidated. So the capability to take our biometrics results and integrate that information smoothly makes it easier for everyone.
From an implementation services standpoint, we don’t lock our customers into having to use our professional services. We enable both our partners and IVR developers to work from various platforms, using their own services while deploying our speech recognition technology. Our holistic approach results in us being more competitive, or and cost-effective. We don’t think cutting-edge technology needs to come at a premium price. We want this technology to be available to everyone.
Can you define how biometrics work in the contact center?
All biometrics measure something you’re made of. We’re used to smartphones using fingerprints and facial recognition/ faceprints to authenticate us now. Makes you feel more secure, right? The call center is evolving, too, and with our technology can create the same level of protection using the human voice. An enterprise contact center obtains a sample of your voice and converts it into a secure file called a voiceprint. Once there’s a voiceprint on file, the next time you call into the center, you don’t have to answer those painful security questions (which, by the way, are often vulnerable to theft). Using a voiceprint means that as a consumer you have a better calling experience. And as a business, you get more security.
Is it possible to fraudulently manipulate a voice biometric? Can someone pick up a customer’s voice pattern or convincingly imitate them?
Well, even mothers can be fooled by twins. We don’t want to be so hubristic as to claim that we somehow have something over Mother Nature. But voice biometrics takes major precautions: We use multiple factors when creating the voiceprint. The human ear might not be able to detect an impersonator, but our solution will notice hundreds of subtle differences. A company can also use multiple phrases as an identifier or ask varying questions to prevent a breach.
The truth is customers understand that the threat is real and want an added layer of unique security. A recent study noted that 74% of Americans believe that biometrics is a more secure method of verifying accounts than traditional PINs and passwords. Hacks and data breaches are commonplace occurrences now. And there are long, long gaps in notification—customers may not know they were exposed for nine months sometimes. Since many people tend to use the same PINs and passwords for multiple accounts, they are vulnerable. Voice biometrics protects and defends privacy. It’s that simple.
In what industries are recognition technologies becoming prevalent?
Any and all, as the desire for a seamless customer-agent interaction increases. People want to reach a customer representative to solve the bigger, more complex problems and spend their valuable time self-servicing/ solving the easier ones on their own. We’re working more and more with financial institutions and healthcare providers, as we have the capabilities to not only enhance their IVR experience, but also provide stronger security. As businesses grow, we see these two factors go hand-in-hand. People want security, but they don’t want to compromise speed and efficiency to get it. Our —speech solutions provide the best of both worlds.
What are some of the tangible benefits of Natural Language Processing IVR applications?
NLU gives self-service that human touch that people really seek in the customer journey. It’s the best of all worlds: Customers can help themselves quickly, but can also feel as if they’re doing it effortlessly–with a fellow human mind at the helm. As for LumenVox, our new Conversational ASR combines 20 years of experience in Speech Recognition with the latest in Artificial Intelligence & Machine Learning, allowing any business to build new AI-based IVR applications that support natural language processing and intent determination from an existing voice application platform (IVR). The best part is that as a business you really don’t have to start from scratch to do this. Text-based AI tools can be given a voice with LumenVox ASR. You can leverage your existing infrastructure and preferred tools to provide rich, voice based self-service that exceeds expectations.