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As 2021 begins, we wanted to look back at all the content we put out to educate and inform our LumenVox readers in 2020. We touched on a diverse set of subjects from artificial intelligence to fraud strategy for contact centers—and even introduced a podcast series with LumenVox thought leaders. Here’s a summary of our top 10 blog posts that resonated with our audience in 2020.

  1. On Voice Biometric Privacy and Informed Consent – In 2020 it was 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. Find out how here.
  2. A Dive Into Deep Learning – Automatic Speech Recognition is growing by leaps and bounds each year, especially as artificial intelligence contributes to evolution. A crucial building block of artificial intelligence is deep learning. What is it, and how does it work?
  3. LumenVox Recognized as a New Partner of Cisco SolutionsPlus – In 2020 we officially became a Cisco SolutionsPlus Partner. This alliance formally recognized the compatibility of LumenVox products and introduced them to the Cisco SolutionsPlus marketplace. Find out more about this partnership in our blog here.
  4. What Does it Mean to be Named on the Opus Research 2020 Core Technology Provider Intelliview Map? – Opus Research, the go-to analyst firm for critical insight on software and services that support multimodal customer care, published their 2020 Intelligent Authentication and Fraud Prevention Intelliview: Solutions for Emerging Security Threats and CX Challenges. In this edition we were proud to be a major highlight.
  5. The Art of Speech & a Conversational IVR – Here we interviewed LumenVox Software Engineer Shaun McThomas to gain his perspective on the art of integrating speech technology with IVRs to enhance the customer experience.
  6. LumenVox Call Progress Analysis vs. Answering Machine Detection: What’s The Difference? – LumenVox Call Progress Analysis (CPA) is a technology that delivers proactive outbound phone messages with incredible accuracy, enabling businesses to give their customers the information they need exactly when they need it. CPA accomplishes this by a unique combination of tone detection and speech recognition. At first blush, the world of voice technology may label this product as Answering Machine Detection. But it’s not. So what’s the difference?
  7. 3 Key Strategies for Credit Unions {in the Time of COVID} – Fraud is a rising issue due to uncertain economic times. Operational efficiencies are a high priority because the contact center is now being inundated with calls—time, more than ever, is money. Member experience is always at the top of the priority list because it inspires every roadmap. How can credit unions address these priorities? This blog identifies three key strategies.
  8. How to Increase IVR Containment – The number of customers calling organizations to request a promise to pay is increasing significantly with these uncertain financial times. The result is a tsunami of phone calls that contact centers can’t handle. What’s the solution?
  9. How to Alleviate Stress for Remote Workers with Automated Password Reset – Did you know that during normal conditions, approximately 30% of Help Desk calls are for routine password resets? It’s a pain point that is often overlooked. This article demonstrates how organizations can address this with a simple self-service solution.
  10. How Passive Voice Biometrics Empowers Contact Centers – Fraud was a hot topic all throughout 2020. This blog addresses the fraud pain point in the time of COVID as well as the painful process of contact center authentication with technology called Passive Voice Biometrics.

We’re excited to get writing for 2021, offering our take on subjects that matter most to anyone who wants to offer a secure, frictionless customer experience. Questions? Contact us today!

 

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