Providing a highly accurate speech attendant to enrich the customer experience and replace Nuance’s discontinued automated attendant solutions.
Contact center solutions developer Interactive Northwest, Inc. (INI) has partnered with LumenVox to create a powerful replacement for Nuance’s automated attendant solutions.
As the date draws near for the end of support for Nuance’s SpeechAttendant® and Open SpeechAttendant® products, organizations are searching for a new speech attendant solution partner. INI’s Interactive Speech Attendant (ISA) is a robust virtual voice attendant that provides callers with a convenient way to reach people within an organization by acting as a single point of access to the corporate directory.
Powered by LumenVox Automated Speech Recognizer (ASR), INI Interactive Speech Attendant (ISA) delivers a natural user experience that promotes higher customer satisfaction and better corporate branding. INI ISA’s full-featured administration dashboard puts organizations in control, allowing for highly customized handling of inbound calls. The integration of LumenVox’ Automatic Speech Recognizer enables greater recognition accuracy, resulting in a dramatically improved user experience. Speech cuts to the chase. It allows callers to bypass pressing numbers or routing to an operator by simply saying the name, department, or conference room. Upon recognition, the caller is transferred to the correct party. This integration of speech recognition transforms touchtone mazes into natural, intuitive call flows.
INI Interactive Speech Attendant provides a friendly and cost-effective solution to call routing. Its easy-to-use web-based administration interface simplifies the configuration of nicknames and aliases, department and location-based transfers, business hours logic, alert messaging, and more.
“INI’s Interactive Speech Attendant is proving itself to be a cornerstone of business operations. The INI ISA promotes operational efficiency, reduces management costs and creates the ideal, frictionless service experience that users need,” said Edward Miller, CEO of LumenVox.
“CX-focused organizations understand there is only one chance to make a first impression,” said Danette Craig, President of INI. “INI’s Interactive Speech Attendant enables companies to realize the best caller experience with a natural, user-friendly interface all while automating the front desk function.”
INI Interactive Speech Attendant is now available through INI, LumenVox, and Avaya Channel Partners. For more features, benefits and information, visit www.interactivenw.com/products/ini-interactive-speech-attendant/ or https://www.lumenvox.com/project/interactive-northwest-inc/, or call 1-800-732-3236.
View the official press release here. Questions about our solutions? Contact us.
LumenVox, a leading global provider of speech and authentication technologies, has officially partnered with the Austrian company fms/Austrosoft. fms/Austrosoft is the technology leader in elaborate dispatch system for taxi and car rental in Europe and has integrated LumenVox’ voice technology into fms Callbot for networked and digital telephone ordering.
fms/Austrosoft has been working for more than 35 years to continuously improve the dispatching service by optimizing the ordering experience for customers. In doing so, the company, just like the mobility industry, is constantly facing new challenges that are mastered with its own know-how and a technology partner like LumenVox.
The hardware and software solutions from fms/Austrosoft are aimed at all participants in the dispatching process. This includes the initial booking by the ride customer, the dispatching by the taxi center and the final order processing by the driver. To take the initial booking interaction via taxi call centers to the next level, the IT experts at fms/Austrosoft developed the fms Callbot with integrated voice solutions from LumenVox.
This is the digital agent for the 21st century, enabling networked and digital telephone ordering to provide the passenger with a completely new ordering experience. Whether it is an instant order or a pre-order, the fms Callbot seamlessly transitions the passenger from the analogue to the digital world.
As an official reseller of LumenVox, fms/Austrosoft offers its customers direct access to LumenVox’s entire voice and authentication portfolio with the fms Callbot. This includes:
- Automatic Speech Recognition, transforming touchtone mazes into natural, intuitive call flows
- State-of-the-art active and passive Voice Biometrics, easily integrated to make authenticating over remote channels more convenient and safer than ever before
- Fraud Detection, arming fraud analysts with advanced voice biometric algorithms to protect and defend organizations from dangerous attacks
- Call Progress Analysis for proactive outbound calling, delivering dramatically improved recognition between an answering machine and a live human
To learn more about fms/Austrosoft and how it’s changing the transportation game, click here. To learn more about LumenVox and its best-in-class technology, click here.
Questions? Contact us!
LumenVox is pleased to announce that we have partnered with jtel Germany, a leading provider of advanced contact center solutions. This alliance leverages jtel’s solutions with LumenVox’ complementary, best-in-class speech technology.
LumenVox and jtel focus on delivering outstanding customer experiences through the contact center. Operating mainly in Europe and providing professional support in Germany, Austria and Switzerland, jtel specializes in contact center automation development and omni-channel interactions. With jtel’s long-standing commitment to streamlining customer interactions, increasing productivity, and creating deeper customer relationships for businesses around the world, this partnership will accelerate and expand the use of speech technology to improve operational efficiency, increase customer satisfaction and reduce fraud for organizations around the globe.
As a recognized partner of LumenVox, jtel offers its customers streamlined access to LumenVox’ entire speech and authentication portfolio, including:
- 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 outbound telephony campaigns and notifications.
- Voice Password, an active voice biometrics platform which authenticates customers using text-dependent voice biometrics.
- Passive Voice Biometric Authentication, a passive voice biometrics platform which authenticates customers independent of a phrase, so it can occur naturally in conversation with a live agent.
- Fraud Scanner, a cutting-edge fraud detection tool to identify fraudulent activity using state of the art voice biometrics.
As a jtel partner, LumenVox can now provide skills and technology to deliver outstanding customer service to any organization. The partnership ensures consistent integration and exceptional support to meet the unique and individual needs of jtel customers.
To learn more about jtel’s work, click here. Questions about LumenVox speech and authentication technology? Contact us today.
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.
LumenVox is excited to announce the release of LumenVox Version 18.0.400 of the LumenVox Speech Solutions. These new and enhanced features focus on security and flexibility so that companies of all shapes and sizes can directly address business needs in today’s changing world.
Support for additional connections, testing and enhanced security with encrypted audio packet transmission
With this version, we have added Media Server support for MRCPv2 over the TLS protocol. Transport layer security (TLS) provides communication security between client/server applications, enabling privacy, integrity, and protection for the data that’s transmitted. Our Simple MRCP Client has been updated to allow testing of TLS features. This version also includes support for secure SIP (SIPS) connections and encrypted audio packet transmission over the SRTP protocol. The Secure Real-time Transport Protocol (SRTP) provides encryption, message authentication, and integrity, and replay attack protection to the RTP data.
Additional Short Utterance Transcription Language Support
We have added support to load alternate language models when using short utterance transcription. This provides greater convenience and ease as it removes the need for a costly or complex statistical language model, and it increases accuracy.
Up to date operating system support for optimal security, performance, development and streamlined installation
We have added support for Windows Server 2019 Operating Systems, and deprecated support for Windows Server 2008 and Windows 7. The Windows Product Installer has been streamlined to allow easier product installation and Windows development has been migrated to Visual Studio 2017 for optimal coding algorithms.
Added flexibility regarding MRCP properties
All Media Resource Control Protocol (MRCP) headers can now be overwritten as a Vendor-specific-parameter. If a header appears in both the header and the Vendor-specific-parameter header, the one in the Vendor-specific-parameter will override the other setting. This is to allow customer the ability to change MRCP properties that a given platform may not allow.
Extended dashboard diagnostic capabilities
The dashboard diagnostic capabilities were extended for TLS protocol functionality/testing and enhanced with the ability to back up and restore configuration settings from the diagnostic page of the dashboard.
These enhancements have been driven by partner feedback and requests. They showcase LumenVox’ continued commitment to making speech applications more secure and easier to incorporate into everyday business.
For a comprehensive list of improvements and features released with LumenVox Version 18.0.400. please click here.
LumenVox, a global leader in speech and authentication solutions, was named a top vendor of Biometrics, Speech Recognition and Text-to-Speech in Speech Technology Magazine’s 2nd Annual People’s Choice Awards. Being recognized as users’ top three favorite vendors reflects LumenVox’ reputation as a pioneer in the market and their commitment to providing innovative, natural and intelligent customer experiences.
Speech Technology Magazine’s People’s Choice Awards showcases voice-based technology companies that their readers feel demonstrate excellence, innovation and industry influence with the best technology, products and services. LumenVox won the awards in major categories that speak to the current direction of the market. Voice biometrics provides significant improvement in the security of remote channels, just as Speech Recognition and Text to Speech greatly enhance self-service capabilities.
“It’s an honor to once again be acknowledged by the people who use our technology. Since last year’s awards, LumenVox has continued to deploy and support superior speech and authentication solutions worldwide, including active/passive voice biometric authentication, automated password reset and fraud detection,” said Edward Miller, CEO of Lumenvox. “These awards further demonstrate our role as leaders in the voice industry and drive our resolution to continually improve the customer experience.”
“This year marks the 25th anniversary of Speech Technology magazine’s founding, and the industry is showing no signs of slowing down when it comes to technological innovation,” said Leonard Klie, Speech Technology magazine’s editor. “From consumer electronics to business technology vendors, this year’s winners of the People’s Choice Awards demonstrate the industry’s best and show just how diverse, useful, and popular voice technology has become today.“
The Speech Technology Magazine’s People’s Choice Awards recognizes key industry influencers working within the speech technology market. For the full list of winners, go here.
View the official press release here. Questions about our solutions? Contact us.