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LumenVox assists its ASR customers by providing free bursting ports

LumenVox assists its ASR customers by providing free bursting ports

In response to COVID-19 and its burden upon our customers, we wanted to do our part. As of today, LumenVox Advanced Speech Recognition (ASR) customers who have a maintenance agreement can use up to a 50% increase of their current ASR license volume, at no additional cost, for 60 days.

It’s imperative to stay connected to your customers right now. During this uncertain time, LumenVox remains flexible and committed to serving our partners and customers, making sure your service remains seamless, as demand and dependency upon remote channels increases.

“We hope that this flexibility to our licensing allows for increased automation and alleviates some of the contact center stress we are experiencing during COVID-19. This is just one way we can help come together and support one another.”

-Edward Miller, CEO of LumenVox.

This free bursting also demonstrates our commitment to both outstanding customer service and meaningful support, from speech application development to deployment and daily use.

LumenVox ASR is a software solution that converts spoken audio into text. Its ability to recognize naturally spoken language and its tuning flexibility set the technology apart as an industry standard. With LumenVox ASR, user experiences improve, and completion rates rise. To accompany this technology, we provide a wide selection of licensing options, including per-port, monthly subscription, use-based, bursting and Software as a Service (SaaS).

LumenVox is also directly addressing one of the major issues resulting from COVID-19, a spike in fraudulent attacks on contact centers, with Fraud Scanner, a voice-based fraud detection tool. Learn more about this fraud detection strategy here.

To further discuss your licensing needs, or to inquire about any of our solutions, contact a service representative here.

You can read a message from our CEO further detailing our response to COVID-19 here.

LumenVox Partners with OneVault to Deliver Biometrics Solutions to African Market

LumenVox Partners with OneVault to Deliver Biometrics Solutions to African Market

LumenVox and OneVault partner to deliver state of the art Voice Biometrics

San Diego, CA, United States and Johannesburg, South Africa – LumenVox, a global leader in speech and authentication solutions, has partnered with South African industry leader OneVault to deliver state of the art Voice Biometrics solutions.

OneVault has been implementing Voice Biometric solutions in the South African marketplace for over 8 years. The company is consistently pushing the envelope with their technology, recently offering innovative multifactor authentication with the integration of biometrics into identity management platforms. As remote authentication becomes a business imperative, especially in Africa, OneVault is meeting the demand for secure technical and commercial biometric solutions.

Partnering with LumenVox, OneVault is now able to utilize LumenVox’ Voice Biometric algorithms, expertly crafted by the LumenVox team. The proprietary LumenVox technology will provide OneVault the opportunity to offer authentication solutions across a range of innovative channels and use cases. With this integration, OneVault can continue to deliver optimized and tailored biometric solutions, but with greater flexibility and agility, for enhanced productivity and protection.

“At OneVault we believe in the power of strengthening authentication. We are thrilled to be working with LumenVox to deliver cutting-edge biometric modalities that are so urgently needed by businesses to provide their customers with a convenient and secure channel,” said Paul Hutton, CEO of OneVault.

“OneVault and LumenVox bring a world of experience and insight into the biometrics field. Together I am confident we can fill a major gap within the biometrics market, specifically when it comes to tailored integration. OneVault has a proven track record of successful rollouts and meticulous tuning. Our technology combined with their conscientious team of experts will result in exciting development,” said Edward Miller, CEO of LumenVox.

The partnership between OneVault and LumenVox, has already facilitated the development of technological initiatives with the likes of South African Fraud Prevention Services (SAFPS) and Contactable. Together they look forward to broadening the traditional application of voice biometrics.

About OneVault

OneVault unlocks the power of the human voice to provide the most secure remote authentication channels available in the market today. They have developed a set of core competencies and IP unique across the African market. OneVault offers their clients secure, accessible, third-factor authentication that integrates convenience, efficiency and unparalleled peace of mind for both clients and customers.

Read the full release here.

3 Best Practices for Businesses in The Time of COVID-19

3 Best Practices for Businesses in The Time of COVID-19

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.

Happy Holidays 2019 from LumenVox

Happy Holidays 2019 from LumenVox

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.

The California Consumer Privacy Act: Big Data, Biometrics and Consumer Trust

The California Consumer Privacy Act: Big Data, Biometrics and Consumer Trust

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:

  • General Disclosure. If a business collects personal information, this needs to be disclosed in a privacy policy on the business website.
  • 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.

Card Reader Fraud – A Warning

Card Reader Fraud – A Warning

Everyone in security knows the 3 factors of authentication: something you know (like a password), something you have (like a smartphone or card reader) and something you are (like a fingerprint). But today, very few banks use all 3 factors for online security. And many, still rely on card readers as the something you have token. Card readers typically require you to insert your bank card, enter your PIN, and then report the 6 digit code displayed on the reader.

As the second authentication token, the card reader is critical to online security. So it was with some considerable concern that the following warning is now being issued after being logged into the Royal Bank of Scotland’s online banking:

Have you been asked to use your card reader and provide codes generated by it to someone over the phone? STOP!

Remember:

– We will NEVER ask you for a card reader code to stop or verify transactions over the phone, if you are being asked to share this code over the phone, it’s fraud.

– You should NEVER log onto Digital Banking whilst sharing your screen with someone else. If you are being asked by companies you trust, such as your internet provider, to log in to your Digital Banking while sharing your screen, it’s fraud.

RBS is warning that it is possible to compromise the “something you have” token by spoofing the customer with fake news about his or her account. The vulnerable customer discloses the secret code from the card reader thereby enabling a potential theft from their account.

While knowledge can be stolen and physical tokens compromised by criminal manipulation, it is much harder to obtain biometric data (something you are). A determined thief, with access to things you touch, might be able to extract a fingerprint. But it’s hard work. And it is dangerous since the thief will need to enter your home or office to get at the print. Voice biometrics and facial recognition are much harder to steal. A good voice authenticator or a face recognizer will look for signs of liveness, and your identity, that makes it just too hard to break in.

It’s time the banks get serious about protecting us customers and adopt an effective way to recognize something you are. To learn more, download our product information sheet and/or contact us today.