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SpinSci and LumenVox Announce Partnership for PCP (+COVID) Scheduling Application

SpinSci and LumenVox Announce Partnership for PCP (+COVID) Scheduling Application

SpinSci Technologies, an innovator in the field of patient engagement solutions, announced that they have entered a strategic partnership with LumenVox, a market leader in voice recognition intelligence solutions, to deliver key integrations with Epic, a leading provider of Electronic Health Records (EHRs). The partnership will deliver highly secure patient engagement solutions while at the same time driving a highly efficient and heightened patient experience.

The joint offering between SpinSci and LumenVox will combine SpinSci’s key integration with Electronic Health Records such as Epic and LumenVox Speech technology and Active Voice Biometric Authentication. Both companies’ technologies are tested on the CVP platform which will drive added value and speed to service for existing and new Cisco customers. The integrations will drive workflow automation.

“The digitization of healthcare is gaining huge momentum right now. LumenVox’ modular technology approach enables SpinSci to easily integrate cutting-edge Speech Recognition to improve patient experience and just as easily integrate Voice Biometric Authentication to enhance security, helping to ensure HIPAA compliance. Through this partnership we want to give practices and their patients convenience, security, and peace of mind.” said Edward Miller, Founder & CEO of LumenVox.

SpinSci Chief Executive Officer Rajit Kumar said, “Our strategic partnership with LumenVox will help drive a packaged solution for our ultimate customers, health systems and providers, which will drive patient engagement and improve their overall experience.”

About SpinSci Technologies
SpinSci Technologies was founded in 2005 and focuses on intuitive collaboration and contact center solutions and services primarily across the healthcare vertical, driving patient engagement and efficiencies. SpinSci solutions are now available on industry-leading marketplaces such as the Epic App Orchard, the Five9 Marketplace, and the Salesforce AppExchnage. SpinSci is headquartered in Dallas, Texas.

To learn more, contact us today.

What Does the Nuance Microsoft Acquisition Mean for the Voice Industry?

What Does the Nuance Microsoft Acquisition Mean for the Voice Industry?

Microsoft announced Monday, April 12th, 2021 that it is acquiring Nuance with a staggering $19.7 billion cash buy. The amount of the cash buy demonstrates the value and potential within voice technology and AI in a post-COVID world.

Nuance’s growth and reputation are tied directly to its success with speech recognition software, which uses deep learning to transcribe speech and improves its accuracy over time by adapting to a user’s voice. The focus of this acquisition is the acceleration of digital transformation for the healthcare industry. The CEO of Microsoft, Satya Nadella, specifically called out the potential and highlighted it as the key driver of the acquisition.

“When you think about the provider market… digital tech is going to be the key,” he told CNBC.

The interesting point about this acquisition is that Nuance already has Microsoft’s Azure woven into its software. In 2019, Nuance and Microsoft joined forces on a healthcare stack that included speech recognition and processing, clinical documentation, decision support, and Azure AI and natural language tools. Now, with this acquisition, Nuance and Microsoft are sure to integrate fully.

With this news, LumenVox, more than ever, is committed to a stack with flexibility, which is why:

With cutting-edge AI, speech recognition, and other valuable tools we enable all industries by empowering our partners.

Our technology is universally applicable so that any size organization, with any existing technology, can integrate our entire stack conveniently and cost-effectively. To learn more, 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!

Join LumenVox at IAUG Wired!

Join LumenVox at IAUG Wired!

The International Avaya Users Group is holding its second annual online virtual event: IAUG Wired, this Tuesday, February 10, 2021. We were able to attend last year in Phoenix, Arizona, and can speak to the exciting engagement it offers.

The best part about this year? You don’t have to leave the comfort of your office or home to participate. It’s completely virtual and accessible from anywhere. IAUG has a host of panelists delivering highly interactive, 3D virtual environments, breakout sessions, and interactive partner exhibits within the virtual show floor.

As a proud sponsor, LumenVox will have a virtual booth to showcase our best-in-class voice technology. We’ll have a plethora of information on the LumenVox Avaya-compliant, speech-enabled contact center applications including:

Call Progress Analysis ensures outbound message delivery and is currently beating the competition with 98.6% accuracy of over 500 million outbound calls per month. As an enhancement to the Avaya Proactive Outreach Manager, you can ensure the message is delivered successfully and clearly. No cutoff. No miscommunication.

Automatic Speech Recognition converts spoken audio into text, providing users with a more efficient way to interact with automated systems. Increase IVR containment by allowing callers to self-service.

Text-to-Speech provides the voice output for conveying information to callers – further assisting with containment. With Text-to-Speech you can speech-enable your telephony platform or software application.

Learn more about our offerings here: Speech and Authentication Solutions for Avaya

Want to chat with us during the event (Feb. 10, 2021)? 

  1. Go ahead and log in before registering if you have an IAUG account. Members will also have access to the recordings. For inquires, contact info@iaug.org.
  2. Register here. By registering for this event you are opting in to have your name and email visible on the event platform while the event is live in order to participate and interact with attendees and speakers. If you are not an IAUG member already, you will receive a basic entry-level “affiliate” membership after the event.
LumenVox’ Top 10 Blogs of 2020

LumenVox’ Top 10 Blogs of 2020

As 2021 begins, we wanted to look back at all the content we put out to educate and inform our LumenVox readers in 2020. We touched on a diverse set of subjects from artificial intelligence to fraud strategy for contact centers—and even introduced a podcast series with LumenVox thought leaders. Here’s a summary of our top 10 blog posts that resonated with our audience in 2020.

  1. On Voice Biometric Privacy and Informed Consent – In 2020 it was announced that a biometric data privacy suit implicated the voice biometrics company, Pindrop. According to the plaintiffs, informed consent requirements were not followed when collecting, storing, and utilizing voiceprints to authenticate customers for Amazon Web Services, which the plaintiffs claim violates the Illinois Biometric Information Privacy Act (BIPA). This scenario is exactly what LumenVox works hard to avoid. Find out how here.
  2. A Dive Into Deep Learning – Automatic Speech Recognition is growing by leaps and bounds each year, especially as artificial intelligence contributes to evolution. A crucial building block of artificial intelligence is deep learning. What is it, and how does it work?
  3. LumenVox Recognized as a New Partner of Cisco SolutionsPlus – In 2020 we officially became a Cisco SolutionsPlus Partner. This alliance formally recognized the compatibility of LumenVox products and introduced them to the Cisco SolutionsPlus marketplace. Find out more about this partnership in our blog here.
  4. What Does it Mean to be Named on the Opus Research 2020 Core Technology Provider Intelliview Map? – Opus Research, the go-to analyst firm for critical insight on software and services that support multimodal customer care, published their 2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges. In this edition we were proud to be a major highlight.
  5. The Art of Speech & a Conversational IVR – Here we interviewed LumenVox Software Engineer Shaun McThomas to gain his perspective on the art of integrating speech technology with IVRs to enhance the customer experience.
  6. LumenVox Call Progress Analysis vs. Answering Machine Detection: What’s The Difference? – LumenVox Call Progress Analysis (CPA) is a technology that delivers proactive outbound phone messages with incredible accuracy, enabling businesses to give their customers the information they need exactly when they need it. CPA accomplishes this by a unique combination of tone detection and speech recognition. At first blush, the world of voice technology may label this product as Answering Machine Detection. But it’s not. So what’s the difference?
  7. 3 Key Strategies for Credit Unions {in the Time of COVID} – Fraud is a rising issue due to uncertain economic times. Operational efficiencies are a high priority because the contact center is now being inundated with calls—time, more than ever, is money. Member experience is always at the top of the priority list because it inspires every roadmap. How can credit unions address these priorities? This blog identifies three key strategies.
  8. How to Increase IVR Containment – The number of customers calling organizations to request a promise to pay is increasing significantly with these uncertain financial times. The result is a tsunami of phone calls that contact centers can’t handle. What’s the solution?
  9. How to Alleviate Stress for Remote Workers with Automated Password Reset – Did you know that during normal conditions, approximately 30% of Help Desk calls are for routine password resets? It’s a pain point that is often overlooked. This article demonstrates how organizations can address this with a simple self-service solution.
  10. How Passive Voice Biometrics Empowers Contact Centers – Fraud was a hot topic all throughout 2020. This blog addresses the fraud pain point in the time of COVID as well as the painful process of contact center authentication with technology called Passive Voice Biometrics.

We’re excited to get writing for 2021, offering our take on subjects that matter most to anyone who wants to offer a secure, frictionless customer experience. Questions? Contact us today!

 

A Special Holiday Greeting from LumenVox

A Special Holiday Greeting from LumenVox

During the holiday season, our thoughts turn to those who have made LumenVox’ progress possible—our customers and partners. Thank you for choosing us to support you in your voice technology 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 technology’s success.

2021 is going to be a year of innovation for us at LumenVox. Here’s what we are looking forward to:

  • Furthering the Total Experience. By taking a holistic view of customers, employees, users, and integrating different technologies to address everyone’s needs, we empower you with the technology stack you need to offer a seamless, secure experience for all.
  • Seeing through ambitious plans, plans that include exciting partner announcements and capabilities and state of the art Artificial Intelligence offerings. These updates and expansion of products demonstrate LumenVox’ commitment to providing advanced technology on a global scale, that is flexible, cost-effective and dramatically improves Call Center CX, TX, and ROI.
  • Creating a positive remote customer journey. When the customer’s journey is a positive one, you get loyalty and brand advocacy. Our technology stack addresses key pain points in this process to address security, fraud, convenience, and usability over remote channels. 2021 is going to be filled with more updates so we can keep things positive, from start to finish.
  • Breaking new ground in Artificial Intelligence. AI 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. We have expanded our team this year, so we can continue to up the ante and deliver Artificial Intelligence technology, which is robust, scalable, and easily deployed in 2021.
  • Most of all, we’re looking forward to furthering our relationships with partners and customers. It’s these relationships that make us LumenVox.

Be sure to watch our online spaces for breaking news in Artificial Intelligence and Voice Technology, and have a safe and happy holiday season and New Year!