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Speech Automation

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Multi-Factor Authentication

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Selectron Technologies Inc

Selectron Technologies Inc

Government Agencies & Utility Companies Meet Demands & Exceed Civic Expectations with Voice Technologies

Across government agencies, contact center budgets are stretched to the limit by increasing demands from citizens for more services. One big challenge is how to do more with less, while at the same time improving performance and customer satisfaction. To meet this challenge, contact center operators must drive down costs and invest the savings in innovative technology and services.

With an accuracy rate of over 98%, reliable self-service improves CSAT

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Routine transactions occur within the IVR, resulting in higher IVR containment rates

Lower agent handle times as agents can more efficiently assist correctly routed callers

Challenge

Empower local and state governments with innovative technology to reduce costs, better manage staff workloads, and improve services to their citizens.

Solution

Selectron turned to Enghouse for the communications platform and LumenVox for its industry-leading ASR and TTS software.

Results

An IVR now capable of relaying account information and taking payments, simplifying the way in which citizens interact with their government agencies.

LumenVox Speech Technology and Selectron power Enghouse-based IVR solution for government agencies

Selectron has worked with government agencies for over 30 years and has developed a deep understanding of the challenges they face. Their goal was to provide citizens with the access and convenience needed to self-serve by allowing them to make payments and access account information when, where, and how they want. With 24/7 access by phone or web, agencies were able to collect revenue more efficiently, and provide convenience for their citizens through secure, easy-to-use payment options.

The key components to build the new application required a platform partner and voice recognition technology – specifically Automatic Speech Recognition (ASR) and Text-to-speech (TTS).

The IVR is now capable of relaying account information and taking payments, simplifying the way in which citizens interact with their government agencies. Additionally, the application interfaces with permitting and inspection applications to allow staff, contractors, and the public to interact with the systems while in the field.

“LumenVox is by far the easiest ASR we have ever used. Its quality and ease of use combined with the company’s ability to offer regular enhancements, training, and support make LumenVox our only choice when it comes to an ASR.”

Mike Hannegan, VP of Technical Services, Selectron

 

 

Interested in scheduling a demo?

US National Domestic Airline

US National Domestic Airline

US National Domestic Airline reimagines the caller experience with Speech Recognition and Text-to-Speech

With an entirely outsourced contact center operation, the US Domestic Airline was facing a disconnect in customer service. Because customer service and reservations were being handled by a third party, customers couldn’t easily access critical, real-time flight information. This resulted in low satisfaction.

Pivot Technology Services  (acquired by Computacenter) was seeking a partner to cost-effectively address these issues so the airline could own the customer service application directly and outsource only the agents. Pivot and the airline wanted to make sure they had control over experience and satisfaction.

An IVR that is fast, efficient and encourages self-service

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Adaptable components to enable easy integration

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Immediate savings with the LumenVox pricing model

Company
US National Domestic Airline

Integration Partner
Pivot Technology Solutions (acquired by Computacenter)

Platform
Cisco Voice Platform

LumenVox Software
Speech Recognizer

Challenge

Migrating from an older IVR system and completely outsourced contact center to a newer platform that could be routed to 4-5 partners acting as agents.

Solution

A modern speech-enabled IVR, built on Cisco Voice Platform (CVP), designed from the ground up by Pivot Technology Services, utilizing LumenVox Speech Recognition and Text-to-Speech.

Results

Bilingual call flows in English and Spanish allow customers to access relevant information within the IVR, often without the need for agent interaction. 

Utilizing LumenVox’s Automatic Speech Recognition and Text-to-Speech Pivot Technology Services’ IVR is now fast, efficient and encourages self-service

The new architecture enables bilingual call flows in English and Spanish, which improves the customer experience and reduces cost.

The key applications of the new system enable easy access to critical flight information, including new bookings and irregular operation notices. That means the airline’s customers can access relevant information within the IVR, often without the need for agent interaction.

As greater reliance upon IVR increases with COVID-19, and the industry moves towards more conversational IVR builds, the ability to gain speech engine access without breaking the budget will become even more important. LumenVox components are easily scalable, enabling greater capacity to handle large call volumes and more sophisticated, intelligent technology.

“We have found LumenVox technically astute, possessing of streamlined business processes and a demonstrable customer first attitude.”

Jeff Brinckman, Director, Customer Experience Solutions, Pivot Technology Services

 

 

Interested in scheduling a demo?

Community Health Choice

Community Health Choice

IVR based solution implemented for a speech-enabled, 24 hour customer care line

Anticipating increased call volumes for insurance open enrollment, Community Health Choice (CHC) wanted to move their existing customer service application from a touch-tone system with active agent support from 8 am to 7 pm to a speech-enabled, 24-hour customer care line based on the Avaya Aura® Experience Portal (AAEP). With the assistance of primary business partner, ConvergeOne as well as M&C Associates, a LumenVox Skills Certified Partner, CHC was able to quickly implement a new and fully functional IVR system.

40% improvement in member satisfaction rates after only 8 months

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Reduced call wait times and agent talk times

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Increased completion rate for calls and improved customer experience

Challenge

An existing customer care line left callers dissatisfied with the length of wait time they experienced when transferred to an agent.

Solution

A modern and flexible speech-enabled IVR, built on Avaya, integrated by ConvergeOne and M&C Associates. 

Results

Utilizing LumenVox Speech Recognizor and Text-to-Speech resulted in a 40% improvement in member satisfaction rates after only 8 months.

LumenVox Speech Recognition utilized to reduce wait
times and ensure that users are easily directed to
the information they need without agent assistance.

Callers to the CHC Customer Care line request information about plan eligibility and claims information. Before the new system was implemented, if callers were unable to find what they were looking for they could transfer to an agent for assistance; however, many callers were quite dissatisfied with the length of wait time they experienced.

In addition to these requirements, CHC determined that the speech-enabled solution needed to include redundancy, flexible licensing, the ability to allow CHC to easily make their own changes to the application, and the flexibility to easily move to the cloud in the future.

To fulfill all of the requirements, ConvergeOne and M&C Associates implemented LumenVox Speech Recognition (ASR) and LumenVox Text-to-Speech (TTS) on the Avaya Aura® Experience Portal (AAEP) interactive voice response (IVR) platform. The solution was designed by ASI (ConvergeOne) and LumenVox was chosen over Nuance.

“M&C has been offering decades of experience with subject matter expertise in IVR and Contact Center deployments, and proven technologies that meet and exceed customer requirements,” says Lou Marianacci, CEO and President, M&C Associates LLC. He continues, “Add the LumenVox speech automation suite, and this partnership represents a mutual respect for the way we do business, along with our best-in-class services.”

“LumenVox software suite made it easy to migrate the new application
from the test environment and deploy to production”

Darrell Perry, Senior Unified Communications Manager, CHC

 

 

Interested in scheduling a demo?

Home Healthcare and Services Provider

Home Healthcare and Services Provider

Home healthcare products and services provider implemented an IVR based solution for test results

A large North American provider of home health care services and products wanted to find a way to make it easier for elderly patients to submit their weekly blood clotting test results. Patient and home health care callers were having difficulty keying in patient identification information using the existing touchtone application and experiencing lengthy wait times while waiting for the connection to customer support staff for assistance.

Substantial cost savings

Reduced call wait times

Improved customer experience (CX)

Company
A North American provider of home health care services and products

Integration Partner
ConvergeOne and Interactive Northwest (INI)

Platform
Avaya Aura® Experience Portal (AAEP)

LumenVox Software
Speech Recognizer
Text-to-Speech

Challenge

Patient and home health care callers were having difficulty keying in patient identification information using the existing touchtone application and experiencing lengthy wait times.

Solution

A rapidly deployed modern speech-enabled IVR, built on Avaya, integrated by ConvergeOne and INI.

Results

Utilizing LumenVox Speech Recognizor resulted in substantial cost savings, reduced call wait times, and improved customer experience.

LumenVox Speech Recognition and Text-to-Speech utilized to reduce call waiting and live agent handling times.

ConvergeOne and INI were given a very short timetable to implement the new speech-enabled IVR solution. The project kicked off in January and was fully implemented in April. The home health care products and services provider determined that the new solution must include the ability for callers to create a unique PIN, re-order home health supplies and provide insurance verification without talking to a live agent. The test results had to be updated weekly for each patient in a backend database to enable accurate patient history.

To fulfill all of the requirements, LumenVox partners ConvergeOne and Interactive Northwest (INI) implemented LumenVox Speech Recognition (ASR) and LumenVox Text-to- Speech (TTS) on the Avaya Aura® Experience Portal (AAEP) interactive voice response (IVR) platform. Payback on the investment was achieved in 6 months by the medical services provider, resulting in cost reduction from the reduced call waiting and live agent handling times. The customer has reported an increase in customer satisfaction metrics for patients and home health care workers utilizing the system.

Deployed in under 4 months, ROI achieved in only 6 months.

 

 

Interested in scheduling a demo?

Security Service Federal Credit Union

Security Service Federal Credit Union

Security Service Federal Credit Union improves user experience and call completion within their IVR.

When it came time to replace an older Avaya Interactive Response platform that featured a DTMF-only IVR, Security Service Federal Credit Union made the decision to add LumenVox speech recognition to an IVR that handles more than half a million calls per month. Their hope was that they would be able to improve the IVR experience, especially for hands-free users on mobile phones, and reduce the load on their call center of approximately 200 agents.

Quicker time to implementation

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11K reduction in calls per month transferred to an agent

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Decrease in overall IVR call volumes

Challenge

Previous poor experience with speech recognition led to the use of an outdated DTMF-only IVR that was in need of replacement.  

Solution

A modern speech-enabled IVR, built on Avaya, integrated by ConvergeOne, capable of handling more than half a million calls per month.

Results

Utilizing LumenVox Speech Recognizor resulted in 11,000 calls each month that agents don’t have to handle, or 132,000 per year.

LumenVox Speech Recognition utilized to decrease the rate at which callers transferred to agents.

Previously the average was for 26.2% of callers being sent to agents, and after the new speech-enabled IVR was put into place, that’s gone down to 24%. At 500,000 calls per month, that adds up to 11,000 calls each month that agents don’t have to handle, or 132,000 per year.

Security Service has also noted a decrease in overall IVR call volumes, attributed to callers successfully completing transactions in their first call, reducing the need for subsequent calls about the same transaction. By assisting callers the first time within the IVR, you then have fewer calls overall. 

Several other Security Service IVR applications are also using speech, including a new inbound/outbound application for collections on overdue accounts and one that lets auto dealers obtain payoff amounts for car loans. With relationships with more than 350 dealerships throughout the United States, it is important that Security Service helps them interact efficiently.

“One of the key things was quicker time to implementation.”

Mark Jimenez, Assistant Vice President for Network Engineering & Support, SSFCU

 

 

Interested in scheduling a demo?