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.
It was recently 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. Since LumenVox is headquartered in California (where the biggest giants of customer data work, such as Facebook and Google) and operates internationally, we understand that customers demand privacy. There are now stringent laws in place, such as the California Consumer Privacy Act and GDPR, to make sure that just as a company’s technology evolves, so must the strategy to correctly collect, handle and store sensitive consumer data.
When it comes to any biometrics modality, informed consent is key. LumenVox advises our customers and partners to include a very clear information flow to gain informed consent for both active and passive voice biometrics. As a voice biometrics provider, education, training, and guidance are three things we pride ourselves on as we work closely with our clients on voice biometric deployments.
Biometric solutions have been around for decades now, but understandably consumers and businesses still have their reservations. What’s particularly comforting about voice biometrics is the way voiceprints are stored – with Personal Identifiable Information (PII) decoupled from the voiceprint. This means a consumer’s voiceprint is matched to a string of 0-s and 1-s, numbers that would mean nothing to a malicious actor.
This news inevitably raises questions: Is voice biometrics safe? Yes. Can it be used to protect customer data? Yes. Is informed consent key when utilizing it? Absolutely. At LumenVox, we strive to put customers first, every step of the way.
Click here to learn more about our products and solutions.
LumenVox has announced the naming of Dr. Clive Summerfield as Managing Director of Europe, Middle East, Africa, Australia & New Zealand (EMEA-ANZ). The LumenVox executive team has spent years recruiting and assembling the most talented voice technology team in the world and is very proud to include the world-renowned Dr. Summerfield, who has pioneered the adoption of speech recognition and voice biometrics in both the public and private sectors.
“Dr. Summerfield is a prominent figure in the voice biometrics world with a rare combination of customer focus and technical expertise,” said Edward Miller, CEO of LumenVox. “Because of his decades of experience, his skills span all aspects of voice technology, and we are thrilled he has joined LumenVox to expand market awareness of our award-winning technology.”
As a recognized subject matter expert, Dr. Clive Summerfield brings over 40 years of experience in speech synthesis, speech recognition and voice biometrics to the LumenVox team. He is a named inventor on more than 20 patents and has worked to integrate voice biometrics for citizen authentication by the Australian and New Zealand governments, and for customer authentication by financial institutions, healthcare providers, managed service operators and telecommunications firms. His addition solidifies LumenVox’ commitment to excellence and value in the world of voice technology.
LumenVox is currently utilized by the largest telecommunications platform providers in the world, including Genesys, Cisco, Avaya and IBM. To read more about LumenVox solutions, click here.