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.
To learn more about the specific features and benefits of LumenVox Active Authentication visit the LumenVox page on the Genesys AppFoundry.
Read the official release here.
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.
San Diego, CA, United States and Frankfurt, Germany – February 12, 2020 – LumenVox, a global leader in speech and authentication solutions, officially partners with CCT Solutions, Germany to advance speech technology and positively transform the customer experience. CCT Solutions will integrate LumenVox’ solutions into their expanse of customer projects and market LumenVox as a featured solution partner.
CCT Solutions has been working for 20 years to streamline customer interactions, increase productivity and create deeper customer relationships for businesses across the globe. Like LumenVox, CCT solutions is comprised of a knowledgeable integration team as well as industry experts. CCT specializes in contact center & automation developments, featuring their very own ContactPro, which provides multiple components for omni-channel interactions. They primarily operate within Europe, offering professional support to world-renown Avaya in Germany, Austria and Switzerland. Additionally, CCT has been developing a presence in the United States as well, serving industry giant, ConvergeOne.
Now CCT, as an official reseller of LumenVox, gives their customers direct access to the entire LumenVox speech and authentication portfolio. This includes LumenVox Automated Speech Recognizer, Text-to-Speech and Call Progress Analysis, as well as active, passive authentication and fraud detection. With these products CCT will provide end-to-end solutions along with holistic support, meeting any design, implementation or project management needs along the way. The partnership results in a seamless LumenVox integration to businesses with continuous, tailored support.
“CCT has demonstrated to us time and again that they are committed to crafting solutions that meet the highest standards of customer service. Their company has an impressive resume, with the ability to serve a myriad of industries,” said Edward Miller, CEO of LumenVox. “With CCT’s expertise and LumenVox’ development of advanced solutions, I have no doubt that we will increase productivity and strengthen security for customers and businesses alike.”
CCT Solutions provides comprehensive unified communications and contact center solutions for large and medium-sized companies. The company has many years of experience in contact center systems integration and expertise in meeting company-specific requirements (also by own application development) thus providing significantly increased value and efficiency in customer communication. CCT, with locations in the U.S., Germany and Switzerland, is a Technology Partner in the Avaya DevConnect program and a selected participant in the DevConnect Select Product Program (SPP). For more information visit the CCT website cct-solutions.com/en/
Click here to read the full announcement.
At LumenVox we have big plans for 2020. The release of our Version 8 Suite takes advantage of years of development, testing, and expertise. With more customer conveniences and improved user interfaces, it enables a variety of multi-modal solutions.
Our passionate engineers and industry experts could go on and on, but here are a few major highlights that propel this Version 8 Suite forward:
We made sure to incorporate a new core competency, passive voice biometrics. Our passive engine is based on cutting-edge, Deep Neural Network technology, and is faster and more sophisticated than ever before. The incorporation of DNNs enables automated fraud scanning, so that your business can protect and defend your customers with less effort and greater accuracy.
We focused on your biggest issue: Fraud. Our experts spent countless hours improving LumenVox’ Fraud Scanner, which enables your team to spend less time worrying about fraudsters so they can put that energy into caring for real customers. Fraud Scanner provides fraud alerts and automatic matching of voiceprints against a carefully curated fraudster watchlist. It works 24/7 so the fraud team doesn’t have to – utilizing continuous enrollment, verification adaptation and enrichments of voiceprints to quickly identify suspicious actors.
We took your biggest ask and made it a reality: A brand new Agent Desktop Portal with an increasing set of functionalities, including continuous enrollment and verification; enrollment over multiple calls; enrollment consistency check; voiceprint enrichment; customer selection and addition; real-time watch listing; audio reset and speaker change.
We made sure to do some housekeeping: There are bug fixes and updates for 7.2 password reset system including major improvements on mobile apps and windows pre-login application; language pack and workflow installers. Version 8 is sleeker and smoother.
Version 8 capitalizes upon years of experience and expertise to deliver a more total solution so you can easily improve the customer experience. Ready to learn more about how Version 8 can work best for your business? Don’t be shy. Click here to talk to one of our representatives.
To view our official Version 8 announcement click here.
Pivot Technology Services Becomes LumenVox Skills Certified
LumenVox and Pivot announced today that Pivot Technology Services (Pivot) has officially become a LumenVox Skills Certified Partner. LumenVox Partner Skills Certification demonstrates Pivot’s capability to deliver high-quality speech solutions based on the LumenVox speech automation suite. Pivot, a trusted provider and integrator of the world’s leading technology solutions and services, utilizes the complimentary LumenVox Automated Speech Recognizer and Text-to-Speech solutions to improve the customer experience and employee productivity within contact center agent portal environments.
“LumenVox is excited to see the facilitation of a large joint opportunity that the evolution of our partnership with Pivot has already brought,” stated Ed Miller, LumenVox CEO, “and we look forward to supporting their development of innovative and dynamic speech-enabled solutions.”
“Becoming LumenVox Skills Certified broadens the benefits for our customers by combining Contact Center solutions design and implementation expertise with the best technologies available. The earned partnership strengthens our strategic position in an underserved niche of the market between traditional VARs on one end and large IT service providers on the other,” stated Jeff Brinckman, Pivot Director of Customer Experience Solutions.
Contact center technologies are ever-evolving. LumenVox Automated Speech Recognizer and Text-to-Speech solutions add functionality and improve capabilities. With Pivot’s expertise and LumenVox’ world-class technology, businesses and their customers can now experience efficient and customized communication.
Pivot Technology Solutions has created a portfolio of operating companies and partners, differentiated in their respective markets by superior competencies and an unmatched commitment to total customer satisfaction. Through its portfolio companies, Pivot has built an organization with deep knowledge of the industry, an extensive partner network, and the implementation capacity required to take on large and complex projects. Additionally, through Pivot Technology Services, the Company offers a comprehensive portfolio of services on a global scale.
The Customer Experience Solutions Practice provides insight and technology leadership that enables organizations to adapt to changing market conditions in the client care space. Recognizing that 85% of customer interactions flow through the contact center architectures, Pivot helps organizations transform their contact center platforms into a strategic corporate asset that creates competitive advantages.
Interested in learning more about how your organization can leverage LumenVox’ suite of speech and authentication solutions by becoming a LumenVox Skills Certified Partner? Contact us today!
During the holiday season, our thoughts turn to those who have made LumenVox’ progress possible—and that’s you. Thank you for choosing us to support you in your Speech, Authentication & Fraud Prevention solution needs. Each year at LumenVox we strive to gain the trust and loyalty of our customers and partners. We are dedicated to excellence, both in customer satisfaction and our solutions’ success.
Here’s a few highlights of our accomplishments of 2019:
- LumenVox.com got a brand-new makeover. Check out our resources and information on the new website.
- We were honored to be Voted #1 Speech Biometrics Vendor at the Speech Technology Magazine’s People’s Choice Awards. We came in as your 2nd Favorite Vendor in Speech Recognition. Thank you for the recognition!
- We expanded our European team with exceptional growth in staff and service provision.
- We broadened our suite of solutions to provide organizations with additional multifactor authentication deployment and fraud prevention options. More security, less hassle.
2020 is going to be a monumental year for us at LumenVox. Here’s what we are looking forward to:
We have big plans. Plans that include exciting partner announcements and capabilities; deeper call center integration for fraud prevention and detection and passive voice biometric authentication; and state of the art artificial intelligence offerings. These further updates and expansion of products demonstrate LumenVox’ commitment to providing speech, authentication and fraud prevention solutions on a global scale, that are both flexible and cost-effective for the improvement of Call Center CX and ROI.
Most of all, enjoy the holiday season. And know that your relationship, your business and your success is what makes us LumenVox.
P.S. Keep in Touch – Watch our online spaces for breaking news in Artificial Intelligence and Speech Solutions.
LumenVox is proudly marching into 2020 with the support of California legislation that aligns with our goal to ensure consumer privacy.
According to The Economist, “the world’s most valuable resource is no longer oil, but data.” This fact has triggered trust issues with consumers in all 50 states of the US and around the globe. Technology has progressed at an astounding pace. Our home state of California has decided it’s time for the laws to catch up.
California directly addresses these data privacy issues for its nearly 40 million constituents with the passing of The California Consumer Privacy Act (CCPA). The Act was signed by Governor Brown in 2018 and goes into full effect January 1st, 2020: All businesses registered within the state of California are required to comply with the laws. The passing and enactment of this legislation represents a significant landmark to ensure the fair and ethical handling of consumer data.
Because the largest multinational technology companies in the world (Google, Facebook, etc.) operate within the state of California, this Act will more than likely affect more than just Californians. As of 2019, all fifty states enforce legislation to protect consumers’ private information, but the CCPA calls for stricter data ground rules, greater transparency from the companies and greater control for the consumers. It also names specific, time-bound consequences if companies do not comply.
The CCPA protects consumers’ privacy by requiring the following:
- Requests for Information: Consumers have the right to request to know what data is collected, as it specifically pertains to the individual.
- Deletion: If the consumer desires, personal information can and will be deleted by the business.
- Same Service: The business is required to provide “equal service and pricing…even if they [consumers] exercise their privacy rights under the Act.” There can be no discriminating towards consumers who want to keep their data to themselves.
LumenVox is proud to call California home, and just like our state, we believe consumer trust is even more valuable than data. When it comes to information as sensitive as biometrics, protection is key. This privacy legislation empowers consumers and limits the sovereignty of technology. We are here to exemplify the fact that biometrics can both comply with these laws and surpass consumer expectations.