This month, LumenVox celebrated our 10th year of successfully renewing ISO 9001 certification for our European branch. The International Standards Organization creates standards for a wide array of businesses and technologies and ISO 9001 sets specific criteria for quality management. Any organization can work in accordance with the ISO 9001 standard, but you can also choose to be certified by an independent party (such as a certification body). At LumenVox, we take our adherence to such standards seriously, which is why we have chosen to be independently certified for the past ten years. In practice, we see six major benefits in choosing a certified ISO 9001 quality management system:
- We have objective proof that LumenVox attaches great importance to quality. We also have objective proof that it has been regularly checked by an independent party. This commitment increases confidence in LumenVox, both internally and externally.
- We achieve higher operational efficiency. Organizations that consider quality management to be an integral part of their business operations usually operate more efficiently than those that do not.
- A certified ISO 9001 quality management system increases the quality of our services and raises our staff’s awareness of their own responsibilities.
- A certified ISO 9001 quality management system ensures clear processes and (communication) structures, tasks, and responsibilities throughout the entire organization. This increases the involvement of our staff, which improves the working atmosphere.
- LumenVox can detect and identify problems in good time, which means that we can quickly take steps to avoid the same mistakes in the future.
- We make it clear to our staff, partners, clients, and the outside world that customer satisfaction is at the very core of our business.
At the end of each workday, our goal is to raise the bar with our speech and authentication technology. Adhering to internationally recognized standards in quality management enables us to do just this. To find out more about our philosophy and team, click here.
Opus Research, the go-to analyst firm for critical insight on software and services that support multimodal customer care, recently published their 2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges, and LumenVox is, once again, proud to be included.
What does that inclusion mean though?
With slightly different formatting than previous years, the annual report is broken into two core maps (Platform Providers and Core Technology Providers) that intersect to create the 2020 Combined IAuth Solution Provider Intelliview Map. It might sound complicated at first but, it follows a very simple formula:
Vendors are assigned an oval that falls on one of the two key maps, with oval size dependent on financial strength, and position-dependent on the strategic potential and completeness/flexibility of a platform or technology. The two maps are then combined to provide a complete vendor positioning overview that separates the leaders from the challengers.
What is the difference between the two maps?
Platform Providers receive high marks for their complete solutions that address friction-free authentication.
Technology Providers receive high marks for offering technology that is easily incorporated (via connectors or APIs) into a client’s solution to address security and customer experience. This is where LumenVox excels.
While we’re capable of offering end to end solutions, such as our multifactor password reset functionality, LumenVox focuses on providing partners and clients with a comprehensive stack of interchangeable, state of the art voice technology, inclusive of active voice biometric authentication, passive voice biometric authentication, automated speech recognition (ASR), text-to-speech (TTS) and call progress analysis. Technology that is designed to enhance solutions – not compete with an organization’s revenue streams.
Where is LumenVox positioned on the Core Technology Providers Map?
With almost 20 years of experience, proprietary and world-class engines, native multifactor and multi-tenancy support, rapid delivery with a prebuilt agent interface that doesn’t require lengthy API integration, and deliverability via cloud, premise, or hybrid models, LumenVox was categorized as a leader in Strategic Potential and Product Completeness/Flexibility.
“Businesses need to deploy technologies that quickly authenticate legitimate customers in the course of ongoing conversations,” explained Dan Miller, Lead Analyst at Opus Research. “LumenVox scored highly in our evaluation of core technology providers thanks to the completeness of its product offerings and its flexible approach to deployment, spanning multiple applications, use cases, and partnerships.”
To learn more about the 2020 Intelligent Authentication and Fraud Prevention Intelliview and LumenVox’ position, contact us today.
LumenVox is pleased to announce we are now a Cisco SolutionsPlus Partner. This alliance officially recognizes the compatibility of LumenVox products and introduces them to the Cisco SolutionsPlus marketplace.
LumenVox and Cisco understand that companies desire simplification when it comes to offerings and execution. Customers prefer to buy a technology solution from a single source since bundled solutions drive a substantial percentage of overall technology revenue. With Cisco SolutionsPlus, a reselling program that features a select, strategic set of Cisco-approved products, customers can now order premium LumenVox technology at a reduced cost directly from Cisco sales teams and channel partners. The partnership provides a convenient, trusted, unified purchasing experience for end customers along with simplified ordering through Cisco Commerce Workplace (CCW).
By including ecosystem partners in their solutions, Cisco adds new consumption models to the portfolio, engages with new lines of business, and creates efficiencies of scale. Each product from LumenVox’ wide portfolio of contact center enhancing technology has undergone rigorous testing by Cisco and resulted in subsequent approval and listing on the Cisco Global Price List (GPL). Products listed include:
- LumenVox Automated Speech Recognizer, which supports Natural Language Understanding
- LumenVox text-to-speech / voice-enabled IVR platform, with multiple language capabilities
- Call Progress Analysis, which allows the recognizer to analyze speech and automatically discern appropriate timing for IVR campaigns
- Active Voice Biometric Authentication platform, which easily integrates into any existing Cisco SolutionsPlus infrastructure
“We are proud that our long relationship with Cisco has expanded into becoming a Partner in the Cisco SolutionsPlus Program,” said Edward Miller, CEO of LumenVox, “We know they vet products, and our Automated Speech Recognizer, Call Progress Analysis and Active Voice Biometric Authentication passed their rigorous testing. Through this partnership we can ensure Cisco’s consumer base has the ability to create and protect that clear line of customer communication over vulnerable voice channels.”
Contact us today to learn more.
The LumenVox team comes from a wide range of backgrounds with a diverse set of skills. As LumenVox continues to expand, with increased productivity and the anticipation of growing Natural Language Understanding products, we have made Research and Development a priority so we can continue to deliver the most cutting-edge speech and voice biometric technology to our customers and partners.
With that in mind, we’d like to introduce our newest team member Joachim Hofer. Joachim comes to us with a wealth of experience and knowledge in deep neural networks, artificial intelligence and speech science.
His most recent tenure was acting product architect and researcher at Intel, since 2013. He was also Senior Software Engineer and Speech Scientist at VoiceBox Technologies, where he worked on the training of speech recognition models. Additionally, he has worked at SVOX, Siemens Corporate Research and Technology, and other renowned organizations dedicated to crafting the art of speech technology.
Joachim will bolster the LumenVox Europe team as an R&D Scientist. In this role he will contribute to the development of LumenVox’ own NLU engine, which aims to transform sentences, questions and other natural language texts into meaning representations so that programs can execute their intent.
To learn more about our team, click here.
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 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.
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.