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Speech Automation

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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?

AAA Arizona

AAA Arizona

AAA Arizona automates membership renewals, card replacement, and credit payments over the phone

Seeking to reduce labor costs for call center agents and increase self-service with the automation of membership renewal, card replacement and credit card payment services over the phone, AAA Arizona sought an Interactive Voice Response (IVR) vendor with extensive experience with call routing, VUI design, speech automation, service-oriented architecture integration, industry (PCI) compliance, user experience optimization, and cross-functional project management. After a careful evaluation, AAA Arizona selected San Diego-based InfinityCTI to develop the system and operate it as a hosted service.

Rapid deployment of less than 6 months from contract award to go live

Increased call completion rates and improved customer experience

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Decreased load on live call center agents and solid return on investment

AAA Arizona logo

Company
AAA Arizona

Integration Partner
InfinityCTI

Platform
Avaya Aura® Experience Portal (AAEP)

LumenVox Software
Text-to-Speech

Challenge

Selecting the right vendor with extensive experience in speech technologies, compliance, and user experience.

Solution

A modern speech-enabled IVR, built on Avaya, integrated by InfinityCTI, utilizing the LumenVox Text-to-Speech server to interact with callers in English and Spanish.

Results

An application capable of automating all membership renewal, card replacement, and credit card payment functions.

LumenVox Speech Technology and InfinityCTI power Avaya-based IVR solution for AAA

“InfinityCTI is a true business partner for AAA Arizona, with vested interest in our success,” said Chuck Giglio, Manager for Member Services & Fulfillment at AAA Arizona. Avaya Aura® Experience Portal (AAEP) acts as the voice platform for the application. AAEP is Avaya’s latest generation of its award-winning Avaya Voice Portal. It helps organizations automate and centrally manage multimedia self-service and IVR applications.

InfinityCTI deployed AAEP and LumenVox in two hosting centers, one in San Diego and the other in Phoenix. The software was deployed with full fail-over support, both within and across each center.

LumenVox, which is a member of both the Avaya DevConnect and Select Product Programs, has been working with both InfinityCTI and Avaya for many years on a broad range of projects.

“We were impressed with the realistic and natural sounding speech provided by the LumenVox TTS. Coupled with the carrier-grade, scalable, and highly reliable LumenVox architecture, it was an easy decision to go with LumenVox for this project.”

Frank Guthrie, CEO, InfinityCTI

 

 

Interested in scheduling a demo?