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Speech Automation

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Multi-Factor Authentication

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US National Domestic Airline

Speech Recognition, Text-to-Speech

Powering Speech Enabled Solutions

US National Domestic Airline

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 Solutions 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.

Experience LumenVox Speech Recognition and Text-to-Speech. Schedule a Demo Today.

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Community Health Choice

Speech Recognizer

IVR Based Solution Implemented for a Speech-Enabled, 24 Hour Customer Care Line

Community Health Choice (CHC)

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. Read how the LumenVox Speech Recognizer solution was able to provide a 40% improvement in member satisfaction rates after only 8 months, reduce call wait times, and increase call completion rates.

Experience LumenVox Speech Recognizer. Schedule a Demo Today.

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Home Healthcare and Services Provider

Speech Recognizer

IVR Based Solution Implemented for Test Results

Home Healthcare Products and Services Provider

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 connection to customer support staff for assistance. Read how the LumenVox Speech Recognizer solution reduced call wait times and improved customer experience.

Experience LumenVox Speech Recognizer. Schedule a Demo Today.

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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

 

 

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Questions about LumenVox Speech Recognizer? Download additional information or contact us via the form below.

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