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SpinSci and LumenVox Announce Partnership for PCP (+COVID) Scheduling Application

SpinSci and LumenVox Announce Partnership for PCP (+COVID) Scheduling Application

SpinSci Technologies, an innovator in the field of patient engagement solutions, announced that they have entered a strategic partnership with LumenVox, a market leader in voice recognition intelligence solutions, to deliver key integrations with Epic, a leading provider of Electronic Health Records (EHRs). The partnership will deliver highly secure patient engagement solutions while at the same time driving a highly efficient and heightened patient experience.

The joint offering between SpinSci and LumenVox will combine SpinSci’s key integration with Electronic Health Records such as Epic and LumenVox Speech technology and Active Voice Biometric Authentication. Both companies’ technologies are tested on the CVP platform which will drive added value and speed to service for existing and new Cisco customers. The integrations will drive workflow automation.

“The digitization of healthcare is gaining huge momentum right now. LumenVox’ modular technology approach enables SpinSci to easily integrate cutting-edge Speech Recognition to improve patient experience and just as easily integrate Voice Biometric Authentication to enhance security, helping to ensure HIPAA compliance. Through this partnership we want to give practices and their patients convenience, security, and peace of mind.” said Edward Miller, Founder & CEO of LumenVox.

SpinSci Chief Executive Officer Rajit Kumar said, “Our strategic partnership with LumenVox will help drive a packaged solution for our ultimate customers, health systems and providers, which will drive patient engagement and improve their overall experience.”

About SpinSci Technologies
SpinSci Technologies was founded in 2005 and focuses on intuitive collaboration and contact center solutions and services primarily across the healthcare vertical, driving patient engagement and efficiencies. SpinSci solutions are now available on industry-leading marketplaces such as the Epic App Orchard, the Five9 Marketplace, and the Salesforce AppExchnage. SpinSci is headquartered in Dallas, Texas.

To learn more, contact us today.

Enhancing Your Automated Predictive Dialer

Enhancing Your Automated Predictive Dialer

Automated predictive dialers have been around for a long time, perhaps longer than most people realize, with InfoLogix introducing one of the earliest recorded automated predictive dialers in the 1980s.

Things have evolved since those early technologies, however, the technical requirements remain the same; the ability to determine through some predictive analysis when an operator will become available. With LumenVox’ Call Progress Analysis, though, any automated predictive dialer can now determine whether a live person, as opposed to a machine, answered the call.

LumenVox’ Call Progress Analysis combines highly accurate Voice Activity Detection (VAD) technology—a technology that LumenVox has evolved and refined over 20 years providing best-in-class speech recognition technology–with standards-based deep connectivity and integration services for telephony networks. The resulting technology has proven to be compelling for contact centers of all shapes and sizes.

LumenVox Call Progress Analysis makes every second count. Let’s say, for example, a typical call lasts for around 80 seconds, and it takes on average 10 seconds for someone to answer a call, then the predictive dialer could begin dialing when the operator is 70 seconds into the call, in anticipation of them being freed up in time to take the next call. This is a very simplistic scenario, but with several agents and reliance of CPA to filter out unwanted calls, statistical analysis and feedback can be used very effectively to achieve optimal performance. Additional adjustments can be made implicitly or explicitly, in anticipation of calls running long, for instance, or if the person being called has a different reason for being contacted, which might require a different amount of engagement interval to process so that appropriate timing adjustments can be applied.

Our own analysis of production deployed CPA with automated predictive dialers show that it is fast and highly effective in reducing contact center costs by increased automation and call filtering, with high potential savings.

It is clear to see that these cost savings represent a significant value to those embracing the potential of CPA, which defines call center effectiveness by setting a new standard and leaving operators that choose not to use this technology far behind.

To learn more, contact us today.

The Top 3 Ways a Speech Attendant Benefits Your Business

The Top 3 Ways a Speech Attendant Benefits Your Business

Speech-enabled automated attendants are a must-have for any customer service strategy. In the age of Siri and Alexa, customers have come to expect automated, speech-based service. ComScore reports that more than half of all smartphone users are engaging with voice search technology in 2020.

In 2020 we announced Interactive Northwest Inc.’s (INI) release of Interactive Speech Attendant™. Powered by LumenVox’ Automated Speech Recognizer (ASR), INI’s Interactive Speech Attendant (ISA) is a robust solution for organizations looking to replace deprecated name dialers such as Nuance OSA to perform call routing. There are numerous benefits to incorporating a speech attendant into your customer service strategy; including these top three:

Enhances Branding and Corporate Image
The biggest brands in the world use speech attendants. Why? Their customers value speech recognition capability, which produces automated, yet natural communication with the end-user. This elevates the branding of any organization, large or small.

Automates Routine Operator Tasks
A virtual speech attendant takes on tasks that would otherwise be completed by an operator, allowing callers to speak the name of a person, department, service, or location and be automatically transferred. This removes the need for manual time and labor of operators answering inbound calls, searching for phone numbers, and connecting customers to their destinations. The web-based administration interface included with ISA simplifies the configuration of nicknames and aliases, department and location-based transfers, business hours logic, alert messaging, and more.

Gives Organizations Control of Transfers
A robust speech attendant provides callers with a convenient way to reach people within an organization by acting as a single point of access to the corporate directory. ISA’s full-featured administration dashboard puts organizations in control, allowing for highly customized handling of inbound calls.

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.

How to Leverage Existing Voice Technologies to Maximize ROI

How to Leverage Existing Voice Technologies to Maximize ROI

The pandemic has transformed the way businesses operate. Technologies have been adopted at lightning speed due to increased reliance upon remote workforces. There are many voice technologies that are now must-haves, such as Automatic Speech Recognition. But are businesses and organizations using these technologies to their fullest potential?

You need to start with a basic audit—what voice technologies do you already have? How are you using them? We’ll assume you are using Automatic Speech Recognition, as it is most common, and specify how you can leverage it to maximize ROI.

  1. Are you using Automatic Speech Recognition? What are you doing with your speech data? Transcription enables visibility of this precious information. When transcription is used in conjunction with artificial intelligence, or Natural Language Processing, feeding machine-learning processes downstream, it enables customers to speak their mind, literally. This means the IVR or even chatbots can interact with customers in a more personal, efficient way, solving problems that would have required costly time with a live agent.
  2. If you are using Automatic Speech Recognition in your IVR, how have you tackled authentication? Have you considered voice biometrics? Voice biometrics creates a secure, convenient authentication process that can either happen within the IVR or with live agents. It cuts costs by reducing handle time. It raises satisfaction levels for agents and customers by removing the need for painful, lengthy interrogation processes. There are two modes of voice biometrics: Passive & Active. Passive means customers are verified through natural conversation. Active means they are prompted to speak a specific passphrase to authenticate. Either method results in higher satisfaction and compelling ROI.

The LumenVox Technology Stack is unique in its convenient licensing and add-on capabilities. With just one installation of one of our components, such as our Automatic Speech Recognizer, you can easily add licensing to incorporate any of our other technologies. With forward-thinking and access to such a flexible stack, companies can remain competitive. Step up your game and keep your customer service at the cutting-edge.

Questions about any of the LumenVox voice technologies? Contact us.

Effective Call Center Strategies for Outbound Calling Success

Effective Call Center Strategies for Outbound Calling Success

The sound of silence and human speech: Being able to interpret this automatically is the key to an effective call center strategy for outbound calling success.

LumenVox Call Progress Analysis offers call center operators and predictive dialer developers the core technology to quickly and accurately classify whether calls were answered by a human or a machine. It accomplishes this with Voice Activity Detection (VAD). VAD is vital in creating effective predictive dialing solutions while complying with related regulatory restrictions governing the use of such automated systems.

Silence & Timing

There can be a varying amount of silence before someone begins speaking/ when a human answers a call. This silence needs to be taken into consideration by call flows, which means allowing some silence before speech, but also limiting the amount of time the application should wait for someone to speak. For instance, if no speech is detected after 5 seconds from the start of the audio stream, it is highly unlikely it was a human that answered. The ability to interpret this silence intelligently is critical to an effective call center strategy.

Speech & Timing

Once human speech has been detected, the next thing to determine is the length of that speech. Our extensive research has shown that statistically residential lines answered by a human have less than 1.8 seconds (1800ms) of speech in the greeting. That same research concluded that business greetings by humans are likely to be between this residential threshold and 3 seconds (3000ms). By extension, we can also conclude that anything greater than this should be classified as machine, likely a prerecorded message, possibly from an answering machine.

With the ability to classify and make these intelligent determinations, Call Progress Analysis can minimize the wait-time between calls handled by each agent, by predicting when the next agent will become available.

Not only can this contribute to significant operational cost savings for a contact center, but it also can dramatically impact the overall competitive advantage, since calls are being handled in a more efficient manner. This effective call center strategy and commercial advantage can be reflected as increased profit margin, more competitive pricing for customers or a combination of the two.

To learn more about Call Progress Analysis’ capabilities, click here or contact us today.

3 Ways to Improve the Agent Experience with Voice Technology

3 Ways to Improve the Agent Experience with Voice Technology

Customer experience is often highest on the priority list for businesses. But in a post-pandemic world, organizations are looking for ways to improve the agent experience as well. By raising the importance of agent concerns to the same priority level as customer concerns, organizations can dramatically improve employee satisfaction levels, optimize the efficiency of individuals, and demonstrate best care practices. These steps can also improve agent recruitment and retention. The benefits also translate into a positive customer experience. Happy agents equal happy customers.

Here are three ways to enhance and improve the agent experience with voice technology.

Challenge 1: Authentication. A renowned technology research firm, Opus Research, has “long seen zero-effort authentication as a necessity for creating trusted links between brands and their customers.”

Solution: Voice biometrics provides a convenient and secure form of authentication for customers and an effortless task for agents. There are two types of voice biometrics, Active and Passive.

Active Voice Biometrics means that the customer enrolls by repeating a set phrase. On subsequent calls, the customer speaks their passphrase, which is compared to their stored enrollment voiceprint​.

Passive Voice Biometrics means the customer is seamlessly enrolled by capturing historical or real-time audio​. Enrollment is completed by recording the customer’s unique voiceprint during an initial conversation, not a specific phrase​. On subsequent calls, customer’s conversational voice is compared to their stored voiceprint. A customer speaks with an agent and is transparently verified within the agent desktop.

It’s secure and effortless, turning a common pain point for agents into a seamless experience.

Challenge 2: Fraud. Right now, attackers are shifting from spoofing to using virtual call services since they are anonymous and untraceable. These fraudulent calls are legitimate calls that can be placed from many devices from anywhere in the world​. This allows fraudsters to bypass spoofing detection technology with numbers unrelated to a record​. Fraudsters then use social engineering on agents to grant them control over a customer’s record​.

Solution: With Passive Voice Biometrics, agents themselves can help identify fraudulent activity in real-time. If a customer’s voiceprint does not match the one on file, the agent will be alerted of the voiceprint mismatch. The agent can then pass the warning signs to the fraud department to initiate investigation—while the call is still in progress. By giving these agents greater peace of mind, and the fraud department greater resources, everyone is protected and more productive.

Challenge 3: Containment. With greater reliance upon the contact center to solve customer issues, the workload of agents rises daily. Without intelligent proactive outbound communication and robust Automatic Speech Recognition and Text-to-Speech technology, customers route to agents for menial tasks to mine information that could be accessible ahead of the need/ask.

Solution: LumenVox’ Automatic Speech Recognition and Text-to-Speech enable automated yet dynamic and personalized interactions with customers within the IVR. This improves containment and reduces Agent Handle Time, as customers gain immediate access to relevant information, often removing the need for a live agent. With the use of Call Progress Analysis, agents’ time can be spent solely on live interactions with customers. Call Progress Analysis is a novel predictive dialer technology which uses Voice Activity Detection (VAD) to quickly and accurately classify whether calls were answered by a human or a machine. With this technology as well as statistical analysis, adjustments and feedback, agents can achieve optimal performance.

Voice technology can be leveraged in a variety of ways to shave valuable minutes from each agent’s workload. This translates into benefits for the business, for the agents themselves and for customers.

Find out more about LumenVox’ complete Voice Technology Stack here.