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Spotlight on Active Authentication During Genesys AppFoundry Partner Demo Battle

Spotlight on Active Authentication During Genesys AppFoundry Partner Demo Battle

Last month LumenVox had the honor of being selected as one of only 8 Genesys Appfoundry partners to compete in the Genesys Appfoundry Partner Demo Battle in Amsterdam at G-Summit Europe. While we may not have walked away with the title of “AppFoundry App of the Year,” with over 25 AppFoundry partners in attendance and many more that had applied to participate in the battle, LumenVox was extremely proud to snag a close third for our presentation on active voice biometric authentication for Genesys PureCloud!

For those who couldn’t attend the event and see us participate in the Genesys Appfoundry Partner Demo Battle, you can read the highlights below:

During our 7-minute chance to shine, the LumenVox team was able to briefly share:

  • A demonstration of LumenVox Active Authentication in the Genesys PureCloud environment
  • Key features about the technology behind LumenVox Active Voice Authentication for Genesys PureCloud, including:
    • Signal processing and speech modeling algorithms that are state-of-the-art
    • Customizable text-dependent phrases (e.g. “My voice is my password at ABC Bank”) that are text-prompted for liveness detection
    • The capability to run on servers with mobile client for flexible deployment
    • Flexible integration – web services including support for both SOAP and REST
    • Out-of-the-box tuned language packs for major languages
    • Multiple channel integration, allowing for very board application scenarios
    • 1:1 Authentication and 1:N identification
  • Use cases that are ideally suited for active voice biometric authentication:
    • Password Reset – A common IT helpdesk task that is easily automated, yielding high ROI
    • IVR Self-Service – Modernize your IVR Applications using voice biometrics to reduce friction and secure validation
    • Agent Caller Interactions – Increase both customer and agent satisfaction by authenticating callers using their voice
  • And, a bit about who we are – LumenVox is a global speech automation and authentication company that holds over 85 key industry patents with quick startup/immediate impact solutions designed to:
    • Increase employee efficiency
    • Improve customer experiences
    • Provide highly accurate and convenient voice biometric authentication to keep fraudsters out

If you have any questions about LumenVox Active Authentication for Genesys PureCloud and how your organization can benefit from reduced fraud and enhanced customer experience, we invite you to email us at GenesysSales@LumenVox. You may also watch our latest webinar here, read our latest guest post on the Genesys blog here, or visit the LumenVox listing in the Appfoundry Marketplace.

Key Takeaways from the 2019 HDI Conference and Expo

Key Takeaways from the 2019 HDI Conference and Expo

You are not alone in your helpdesk woes! This year’s HDI Conference and Expo featured a great presentation that highlighted Support Organizations’ Top Goals and Challenges. Yes, each organization may have their own set of unique specifics, but there are many general commonalities.

We’ll admit, as a first-time attendee and exhibitor at the conference, we were a bit nervous but, as soon as we saw the list of challenges and goals presented, we knew we were in the right place! Many of the top items are precisely the reason our customers turn to LumenVox for their speech-enabled application and/or authentication needs. Here’s a quick rundown, along with a note on how LumenVox can meet your organization’s goals:

Top 10 Challenges and Goals of Service and Support Professionals – As listed by HDI Conference and Expo

  1. Managing an increased workload with existing staff (“doing more with less”) – Our solutions are all about automation! Not for the sake of eliminating the human element but in order to enable staff to focus on other tasks, such as providing quality service to end users who may be unable to self-service. From industry-leading speech recognition, world-class multifactor authentication, and a comprehensive password reset solution, LumenVox offers a flexible and cost-effective suite.
  2. Implementing new technologies – We guide you through the planning and deployment process, making implementation a breeze, and are well known for our outstanding customer service.
  3. Hiring, training, and recruiting the staff needed to succeed – We won’t be able to act as your recruiter but, we most certainly can make sure your current staff is up to speed on our technology. We offer robust documentation and a team of knowledgeable experts.
  4. Increasing analyst/technician productivity and efficiency – The time gained when support staff is no longer required to deal with mundane tasks, such as resetting passwords, is exponential. One LumenVox customer increased productivity by over 100,000 hours per year when password resets were shortened from 4.5 hours to 15 minutes!
  5. Successfully implementing knowledge management – While we do not provide a knowledge management solution, we are more than willing to provide support responses for our technologies so your organization may quickly and efficiently address any questions about the implemented LumenVox solution(s).
  6. Increasing/improving employee engagement and morale – When employees see solutions in place, such as those from LumenVox, that take some of the burden off them, morale and engagement increase. It goes back to the first point of “doing more with less,” employees shouldn’t have to do more.
  7. Consistently measuring and improving customer satisfaction – We take your organization’s internal and external customer satisfaction very seriously but, you don’t just have to take our word for it. We have an NPS score of 88, more than 18 years in business, and over 3,000 organizations that utilize our suite of speech and authentication solutions for their internal and external customers.
  8. Integrating existing IT systems – We are fully capable of integrating with your existing system and may even be a current partner of some of your system providers.
  9. Securing the necessary budget/funding support – Here’s one of the great things about LumenVox, you won’t need to break the bank when you are implementing our cost-effective solutions with proven ROI. For example, our Password Reset solution (highlighted during the HDI Conference and Expo) eliminates 85% or more of the password related load to the help desk. Typically, 30% of calls into helpdesks are for routine password resets, at an average cost upwards of $35 a call to resolve, making the cost savings significant! The same company that gained over 100,000 hours of productivity also reduced their helpdesk costs by 16%.
  10. Developing a user-friendly, and support-friendly, service catalog – While we will happily fit within your service catalog and can provide placement recommendations, developing service catalogs in not within our scope. We’ll stick with what we know best (speech + authentication) and leave service catalog development to someone else.

 

If any of these top 10 challenges and goals resonated with you and you’d like to learn more about the LumenVox helpdesk solution suite, contact us today!

We can’t wait until next year’s conference, re-branded as Support World Live, April 19-24, in Las Vegas!