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What’s Trending: Voice Biometrics, Voice Pay & Fraud

What’s Trending: Voice Biometrics, Voice Pay & Fraud

LumenVox was recently featured in a thought leadership piece by Startup Geeks entitled, “Voice Payment Technologies: The Opportunities, Challenges and Future Trends.” It’s an interesting take by several thought leaders on the increasing popularity in voice pay.

More and more voice biometrics is coming to the forefront, not only because of its convenience but also because of its use as a robust security layer. In payment technologies, it is used instead of weak passwords or PINs, authentication methods which in this day and age have an increasingly high chance of being breached.

In general, the world is using voice to conduct searches or complete tasks. Just as consumers use speech recognition to conduct hands-free searches, voice biometrics enables a purchase from that same mobile device without any effort. Instead of tapping away on a frustrating keyboard, trying to input passwords people can’t remember, they use the sound of their own voice. That means more convenience, but with greater piece of mind, as voice biometrics is a robust security layer which is proven to reduce fraud.

Voice biometrics is a form of authentication which uses the unique behavioral and physical characteristics of a person’s voice to validate their identity. With LumenVox Voice Biometrics, we decouple any personal information from the voiceprint, so it’s not connected to anything sensitive or revealing for the consumer. It’s just a string of 1-s and 0s, which means it’s more secure because it’s anonymous on the backend.

The level of security used with voice biometrics can be tightened or loosened depending on the business use case. When it’s linked to a payment source, of course tightened is preferred. We leverage the brilliant minds behind our engineering team to work with businesses to find and implement that healthy balance (create a threshold), so consumers are getting the best of both worlds—security and convenience.

With the increase in fraud, social engineering, and large-scale attacks, it’s essential to be thinking proactively and crafting a strategy. If you’d like to learn more about how voice biometrics are being deployed across contact centers to combat fraud and seamlessly enhance the user experience, you’re invited to view the recently recorded webinar “It’s Good to Hear Your Voice Biometrics.”

Click here to learn more about LumenVox’ state-of-the-art Voice Biometrics.

Questions? Contact us today!

LumenVox’ Take on the Total Experience Featured in Speech Technology Magazine

LumenVox’ Take on the Total Experience Featured in Speech Technology Magazine

Since 2009, Speech Technology Magazine has been the premier online destination for comprehensive, independent coverage of information impacting speech technologies. This year LumenVox is proud to have a white paper featured, addressing exactly how businesses can leverage speech technology to take on the Total Experience.

What’s Total Experience? Total Experience (TX) refers to the entire company experience – employee, customer, and user. It takes a 360-degree look at a business to identify gaps and fill them, and it ties the critical pieces together—people and technology.

Now that it’s 2021, reality has set in: The business environment is evolving and doing so rapidly. That means it’s critical organizations stay one step ahead of their customers and their competitors. A business’ technology must evolve in tandem—and that technology needs to address not just the Customer Experience (CX), but the Total Experience.

The truth is, though, that organizations are overwhelmed. Where do they start? How do they know which technology is really going to make an impact?

Speech technology is the ideal starting point because it can empower organizations to shift from enhancing CX to addressing and enriching the Total Experience. In this white paper, we outline exactly how speech technology can address major pain points including friction in the IVR, for employees and customers.

Read the full White Paper here.

Questions? Learn about the full suite of LumenVox technology here, or contact us!

LumenVox’ Forward Thinking: Top Tech Trends in 2021

LumenVox’ Forward Thinking: Top Tech Trends in 2021

2020 has fundamentally transformed the way we live and work. Organizations, and the technology they use, are adapting at a record pace. The key to successful evolution is organizational agility. Here are four trends that will propel tech into 2021:

Shift to Total Experience (TX). You may have heard the term “multiexperience,” which refers to the shift from a singular screen and keyboard to a multimodal digital world, where technology surrounds you, going from your laptop to your phone to your tablet to your desktop and back again. TX takes that to another level; it keeps in mind each and every player in the experience game—employees, customers, users. Historically, these players have had immersive digital experiences, but they were separate. Imagine how much easier things would be if they were the same? That’s TX. At LumenVox, we are building our speech and authentication technology stack with multichannel and multimodal capabilities to address this demand in the remote workforce and contact center.

In a remote world, TX strategy will create a strong competitive advantage, as organizations with TX will outperform over the next three years.

Invest in Artificial Intelligence. Artificial intelligence is first and foremost a discipline, with any success stemming from an intense daily grind. However, that effort doesn’t always pay off. According to Gartner research, only 53% of projects make it to production, making it essential that companies put the extra time and engineering effort into AI projects. That’s why at LumenVox, Artificial Intelligence has always been a central component of our technology. Our speech recognition and voice biometric algorithms are built upon AI and Machine Learning principles so that our technology continuously evolves. LumenVox also has invested heavily in Research & Development, so we can deliver Artificial Intelligence technology which is robust, scalable, and easily deployed.

Cloud Enablement. At LumenVox, we have been ensuring our technology responds to the demands of multi-cloud environments so that organizations do not have to rely solely upon in-house IT infrastructure. Instead, they can provide their customers with LumenVox software via the cloud. In a post-COVID world, this is critical, as the world now runs remotely.

Prioritize Privacy. Privacy has always been a priority, but now that priority is marked urgent. Data protection legislation is maturing. In 2020 California finally implemented the California Consumer Privacy Act, signed into law in 2018. The CCPA is one of several state-mandated regulatory policies the US has implemented.  Similar regulations appear in other countries whose model has been Europe’s GDPR rules protecting consumer privacy. This requires organizations to put more stringent controls in place to guard against threats and to protect users’ privacy. LumenVox provides advanced voice biometrics to add robust layers of security for organizations of all shapes and sizes, safeguarding sensitive business and consumer information.

In summary, it’s important for any business to always look ahead. The more a business looks toward the future in tech, the more it cannot just adapt and survive, but also thrive. LumenVox’ chief aim for 2021 is to assist businesses in their advancement by directly addressing these trends in voice technology.

Learn more about our full suite of technology here.

fms/Austrosoft, LumenVox Team to Deliver High-Performing Tech for Transport

fms/Austrosoft, LumenVox Team to Deliver High-Performing Tech for Transport

LumenVox, a leading global provider of speech and authentication technologies, has officially partnered with the Austrian company fms/Austrosoft. fms/Austrosoft is the technology leader in elaborate dispatch system for taxi and car rental in Europe and has integrated LumenVox’ voice technology into fms Callbot for networked and digital telephone ordering.

fms/Austrosoft has been working for more than 35 years to continuously improve the dispatching service by optimizing the ordering experience for customers. In doing so, the company, just like the mobility industry, is constantly facing new challenges that are mastered with its own know-how and a technology partner like LumenVox.

The hardware and software solutions from fms/Austrosoft are aimed at all participants in the dispatching process. This includes the initial booking by the ride customer, the dispatching by the taxi center and the final order processing by the driver. To take the initial booking interaction via taxi call centers to the next level, the IT experts at fms/Austrosoft developed the fms Callbot with integrated voice solutions from LumenVox.

This is the digital agent for the 21st century, enabling networked and digital telephone ordering to provide the passenger with a completely new ordering experience. Whether it is an instant order or a pre-order, the fms Callbot seamlessly transitions the passenger from the analogue to the digital world.

As an official reseller of LumenVox, fms/Austrosoft offers its customers direct access to LumenVox’s entire voice and authentication portfolio with the fms Callbot. This includes:

  • Automatic Speech Recognition, transforming touchtone mazes into natural, intuitive call flows
  • State-of-the-art active and passive Voice Biometrics, easily integrated to make authenticating over remote channels more convenient and safer than ever before
  • Fraud Detection, arming fraud analysts with advanced voice biometric algorithms to protect and defend organizations from dangerous attacks
  • Call Progress Analysis for proactive outbound calling, delivering dramatically improved recognition between an answering machine and a live human

To learn more about fms/Austrosoft and how it’s changing the transportation game, click here. To learn more about LumenVox and its best-in-class technology, click here.

Questions? Contact us!

LumenVox Featured Alongside Opus Research Industry Experts in “The New Authentication Ecosystem: A Primer” Webinar

LumenVox Featured Alongside Opus Research Industry Experts in “The New Authentication Ecosystem: A Primer” Webinar

Accompanying the publishing of the third annual Intelliview Report entitled, “2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges” by Opus Research, a webinar “The New Authentication Ecosystem: A Primer,” outlined the research findings and insights, and discussed several key themes addressing voice biometrics, fraud detection, digital orchestration, and continuous authentication.

LumenVox’ Chief Revenue Officer, Shawn Edmunds sat alongside industry experts, Dan Miller and Derek Top of Opus Research, and Matt Smallman of SymNex Consulting to educate enterprise decision-makers who want to identify authentication solutions that remove friction from authentication processes.

The discussion speaks to enterprises who are looking for solutions that involve zero or minimum effort on the part of the customer, while still establishing a trusted communications link with their brand. These enterprises want technology that addresses the top needs and priorities of the end customer, improved satisfaction, and greater security.

The panel focuses on the now urgent issue of environment. In a post-COVID world, there has been a major shift. There is now the requirement of an ecosystem that can adapt and scale at lightning speed. They also answer several key questions from the end user’s perspective: Does voice biometric and other technology work? Will it scale? Will end-users use these services and be happy with the experience?

Other key takeaways include:

  • A timeline and continuum of Intelligent Authentication (IAuth)
  • An outline of voice technology decision rules
  • Trends in IAuth, for employees and consumers
  • The impact of COVID and fraud on IAuth
  • LumenVox’ unique position in the voice technology market

As the Intelliview report demonstrated and the webinar highlights, LumenVox’ technology, available for both on-premise and cloud deployments, stands as a leader of voice technology–not only creating a better customer experience but also adding trusted layers of security.

Watch the webinar on-demand now.

Have questions? Contact us today!

LumenVox and jtel Announce Partnership for Best-In-Class Contact Center Solutions

LumenVox and jtel Announce Partnership for Best-In-Class Contact Center Solutions

LumenVox is pleased to announce that we have partnered with jtel Germany, a leading provider of advanced contact center solutions. This alliance leverages jtel’s solutions with LumenVox’ complementary, best-in-class speech technology.

LumenVox and jtel focus on delivering outstanding customer experiences through the contact center. Operating mainly in Europe and providing professional support in Germany, Austria and Switzerland, jtel specializes in contact center automation development and omni-channel interactions. With jtel’s long-standing commitment to streamlining customer interactions, increasing productivity, and creating deeper customer relationships for businesses around the world, this partnership will accelerate and expand the use of speech technology to improve operational efficiency, increase customer satisfaction and reduce fraud for organizations around the globe.

As a recognized partner of LumenVox, jtel offers its customers streamlined access to LumenVox’ entire speech and authentication portfolio, including:

  • LumenVox Automated Speech Recognizer, which supports Natural Language Understanding.
  • LumenVox text-to-speech / voice-enabled IVR platform,with multiple language capabilities.
  • Call Progress Analysis, which allows the recognizer to analyze speech and automatically discern appropriate timing for outbound telephony campaigns and notifications.
  • Voice Password, an active voice biometrics platform which authenticates customers using text-dependent voice biometrics.
  • Passive Voice Biometric Authentication, a passive voice biometrics platform which authenticates customers independent of a phrase, so it can occur naturally in conversation with a live agent.
  • Fraud Scanner, a cutting-edge fraud detection tool to identify fraudulent activity using state of the art voice biometrics.

As a jtel partner, LumenVox can now provide skills and technology to deliver outstanding customer service to any organization. The partnership ensures consistent integration and exceptional support to meet the unique and individual needs of jtel customers.

To learn more about jtel’s work, click here. Questions about LumenVox speech and authentication technology? Contact us today.