As the world continues to react to COVID-19 (coronavirus), the LumenVox team is readily prepared to help our clients deliver excellent customer service amid surmounting challenges. Here are a few LumenVox best practice ideas and relevant solutions that apply to the new sign of the times:
Best Practice #1: Play it safe.
It is important for everyone to deliver great customer service and balance the need to protect your staff. At LumenVox we are limiting staff travel and providing our headquarter offices with the option to work from home. Many of our colleagues are doing the same, as significant industry events have been rescheduled (See our new appearance dates here and watch this space for upcoming virtual events). In every business, people should come first.
Best Practice #2: Boost remote engagement technology.
Communication is key when daily life is disrupted. Customers rely upon remote channels to gather information. One way you can elevate your business’ remote engagement strategy is with automated outbound calling. LumenVox Call Progress Analysis enables innovative, tone-based outbound calling to inform customers of changes to times, events, etc. What’s special about LumenVox’ solution is that we can deliver a significantly higher payload compared to competitors, as our Call Progress Analysis is able to verify if an outbound call has been connected to a live person or an automated recording system. Additionally, we have such flexible licensing, we offer “bursting” to assist with higher than usual call volumes.
Best Practice #3: Ensure secure authentication.
Secure authentication is paramount as call centers are increasingly overloaded with calls. Do you have cutting-edge technology to make sure every customer is who they say they are? Voice biometrics protects and defends vulnerable voice channels from criminal activity. Both active and passive biometrics keep customer accounts secure, and the interaction seamless.
As for LumenVox, our technology is immune, always up and running and we are here to ensure no disruption of our products and services. We want you to be able to say the same. Let us know how we can help you keep your customers feeling connected and safe.
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.
Passive Voice Biometrics is Emerging as a Leading Authentication Modality for Remote Channels
Authenticating customers over remote channels is often a painful process. The first few minutes of the call can be rough, as the customer can’t self-service, but must engage directly with an agent, answering repetitious personal questions. There are inherent risks, too: An agent can ask for sensitive information, but what if that information is in fraudulent hands?
Businesses that deal with large volumes of faceless customers are seeking an authentication method that boosts security and creates a seamless interaction. Passive voice biometrics does just this, mitigating risk while eliminating effort.
Passive voice biometrics verifies a caller’s claimed identity by first enrolling a customer’s voice, quietly, in the background of a routine call with an agent. The biometric engine picks up details the human ear can’t—including pronunciation, rhythm, and speed of the voice. These subtleties caught by the biometric engine are used to create a unique identifier, a voiceprint, which is just as unique as a fingerprint. This voiceprint is then matched against that same customer for each new, incoming call.
In contrast to active voice biometrics, passive is text-independent, which means the caller’s voiceprint is not correlated to a specific phrase. Instead, the voiceprint is correlated to that customer’s voice in natural conversation. There is no explicit effort by either party. The technology does the heavy lifting. This results in reduced agent handling times and a significant Return on Investment.
On a broader scale, passive voice biometrics is more secure than other authentication methods: The customer can’t forget or misplace his/her own voiceprint. A fraudster can’t hack it. Passive empowers contact centers to be one step ahead of any malicious activity. A mismatched voiceprint can immediately trigger guidance for agents to ensure early fraud detection.
LumenVox recently announced an upgrade to the biometric authentication suite, Version 8. This upgrade includes a core authentication engine with new passive voice integration which enables automated fraud detection.
Want to learn more about LumenVox Passive Voice Biometric Authentication face to face? Look for us at Call and Contact Centre Expo in London, March 18-19, stand 2061, where we”ll be talking to attendees directly about our solutions. Also, be sure to join us on March 18 at 11:45 am in Theatre 10 where we’ll be presenting “Using Voice Biometrics in the Contact Center: A Primer.” Come say hi!
LumenVox Luminaries is a podcast that broadcasts thought leadership pieces on the subject of voice technology. Today LumenVox Luminaries is proud to present Bettina Stearn with her thoughts on what’s trending in Voice Biometrics today. Bettina has been a part of the industry since 2002, acting as a pre-sales engineer, and now as Managing Director of LumenVox’ European team. The LumenVox team is excited to be attending Call and Contact Centre Expo in London, March 18-19, stand 2061, where we”ll be talking to attendees directly about our solutions and presenting “Using Voice Biometrics in the Contact Center: A Primer,” March 18 at 11:45 am in Theatre 10. Make sure to say hi to them there, or connect with Bettina via LinkedIn here: https://www.linkedin.com/in/bettina-stearn-84b6a816/
Listen to the Podcast
Read the Transcript
What’s trending in voice biometrics?
The most trending (technology) in voice biometrics currently is definitely multifactor authentication. Multifactor authentication consists of 3 different factors, the first factor is something you have, like your phone. The second is something you know, like your PIN. The third is something you are, this can be biometrics or in a special case, voice biometrics.
What’s special about voice biometrics?
The special thing about voice biometrics is that you don’t need anything extra, other than your phone. You always have your microphone with you, and you can record your voice. With a lot of other biometrics this is much more difficult, for example, an iris scanner or fingerprint scanner you don’t always have with you. So you can use your voice much more easily.
How are businesses adopting this type of authentication?
We can see now that the businesses are adopting this; one or two years ago it was still very slow. But now we can see it’s really accelerating because of (the need required by) new regulations. The governments are forcing financial institutions, for example to add multifactor authentication.
How does LumenVox help with adopting this method of authentication?
We make it somewhat easy to do this because we will integrate it into the existing infrastructure of the enterprises. So we would help and consult with the enterprise (to determine) where to add multifactor. And there’s seamless integration. We will provide a lot of APIs and interfaces to make it as smooth as possible.
What sets LumenVox apart from others in the Voice Biometrics field?
I think the special thing is that all of our technology around voice biometrics is our own proprietary technology. This is rare in the industry, the big competitors are using third-party system integrators. But LumenVox really has its own technology stack. This makes it easy for us, LumenVox, to go deep into the code and to really tailor it exactly to the customer. We can change everything. We own the code, so this makes it easy for us.
I think the other interesting thing at the moment–what we can see in the market, what we’re developing and releasing currently–is the passive voice authentication that helps fraud detection. We have a nice, new product, addressing this, Fraud Scanner. We can create imposter lists and help the enterprises to look for imposters and address the fraud.
What’s the definition of Passive, exactly? Passive means that in a natural dialogue the dialogue between the agent and the user can be recorded and offline an enrollment will be created. So the user is not actively doing an enrollment, and he doesn’t even know it (is happening). Of course we can inform him before, but the enrollment can be done in the background, so when the user calls the second time, the call center agent can retrieve the enrollment of the person and he knows, then, the person is already enrolled. And he can then start checking the authentication of the person.
Anything else on your mind about Voice Biometrics? I think Voice Biometrics has been on the market for twenty years. But now we can see it’s like a rocket start at the moment because the demand is growing, so I think the time is now for Voice Biometrics.
LumenVox Active Voice Authentication combines with Genesys Customer Experience Platform to provide highly flexible and scalable authentication solutions to call centers
LumenVox has announced Active Voice Authentication is now available on the Genesys AppFoundry®, the industry’s largest dedicated marketplace focused on customer experience solutions. The AppFoundry allows Genesys customers from all market segments to discover and rapidly deploy a broad range of solutions that make it easier to interact with consumers, engage employees and optimize their workforce. Genesys® is the global leader in omnichannel customer experience and contact center solutions that delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries.
The Active Voice Authentication easily integrates with Genesys Cloud™, to further protect the contact center and provide increased security to each interaction. With the ability to deliver advanced workflows and business rules, it can create a multitude of specialized text-dependent and text-prompted solutions. Plus, the platform is compatible with any Interactive Voice Response (IVR), web, or mobile application.
“Contact centers are increasingly vulnerable to the prevalence of social media data and the subsequent fraudulent attacks that result in account takeover. Our Active Voice Authentication system is a direct answer to the urgent need to protect and defend their customers. Our addition to the Genesys Cloud portfolio as an AppFoundry Premium Application means LumenVox can now offer Genesys customers a robust integrative authentication technology to accomplish just this,” said Edward Miller, CEO of LumenVox.
Using both highly flexible and scalable active voice biometric authentication solutions, contact centers that have incorporated LumenVox’ Active Voice Authentication report significantly reduced fraudulent activity, a dramatically improved customer experience and a lower agent handling time.
The LumenVox Active Voice Authentication is now available with Genesys Cloud, an all-in-one solution and the world’s leading public cloud contact center platform, that helps organizations provide better experiences to their customers and employees. With its robust feature set and open APIs, Genesys Cloud is flexible, scalable and built for rapid innovation.
LumenVox has also recently enhanced its partnership with Genesys by becoming an AppFoundry Managed Partner, selected as one of just 20 other elite members in the Genesys program.
About LumenVox: LumenVox transforms customer communication. Our flexible and cost-effective technology enables you to create effortless, secure self-service and customer-agent interactions. We provide a complete suite of speech and multifactor authentication technology to make customer relations faster, stronger and safer than ever before. Our expertise is extensive—we support a multitude of applications for voice and facial biometrics, inclusive of passive and active authentication for fraud detection. And we do it all by putting you and your customers first.
There is a radical rise in the prevalence and sophistication of cyberattacks within healthcare. Data breaches are burdening hospitals with skyrocketing financial costs. According to Business Insider, “the overall cost of a healthcare data breach has grown from $398 per affected record in 2015 to $420 per record in 2019.”
2019 was a rough year when it came to healthcare and cybersecurity: There were multiple breaches that compromised millions of patients. And these patients are not in the dark about it either–their data is precious to them. As a result, these breaches have triggered numerous lawsuits.
This tension puts the healthcare industry in a precarious position: Institutions are juggling the need for strict compliance with their patients’ desire for speedy service processes. Patients expect 24/7 support along with ironclad HIPAA protection—of data, health history, etc. Often healthcare providers believe ensuring security requires some pretty painful security practices for all stakeholders–patients, clinicians, doctors and pharmacists. The relationship all around suffers and security doesn’t necessarily increase.
So how can the healthcare industry innovate? What is a meaningful response to these threats? At LumenVox we have carefully crafted multiple healthcare security solutions to keep patients safe and make all employees’ hours count. But one specific cog in cybersecurity’s wheel particularly relevant to providers is password reset. This process often requires hours of valuable staff time and onerous authentication processes. To make it easier on everyone—and more secure than ever–we have harnessed the power of the human voice. The uniqueness of the human voice is considered highly secure and one of the best methods of validating claimed identity. LumenVox Password Reset provides a fully automated self-service password reset function which requires zero effort from the user and only seconds to complete: To reset a password, a doctor, clinician, pharmacist, etc. is prompted to speak a short passphrase; and through voice biometrics, the claimed identity is validated and the password reset.
Want to learn more about how you can protect your hospital?