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Speech Automation

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Multi-Factor Authentication

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Government Agencies & Utility Companies Meet Demands & Exceed Civic Expectations with Voice Technologies

Across government agencies, contact center budgets are stretched to the limit by increasing demands from citizens for more services. One big challenge is how to do more with less, while at the same time improving performance and customer satisfaction. To meet this challenge, contact center operators must drive down costs and invest the savings in innovative technology and services.

With an accuracy rate of over 98%, reliable self-service improves CSAT

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Routine transactions occur within the IVR, resulting in higher IVR containment rates

Lower agent handle times as agents can more efficiently assist correctly routed callers

Challenge

Empower local and state governments with innovative technology to reduce costs, better manage staff workloads, and improve services to their citizens.

Solution

Selectron turned to Enghouse for the communications platform and LumenVox for its industry-leading ASR and TTS software.

Results

An IVR now capable of relaying account information and taking payments, simplifying the way in which citizens interact with their government agencies.

LumenVox Speech Technology and Selectron power Enghouse-based IVR solution for government agencies

Selectron has worked with government agencies for over 30 years and has developed a deep understanding of the challenges they face. Their goal was to provide citizens with the access and convenience needed to self-serve by allowing them to make payments and access account information when, where, and how they want. With 24/7 access by phone or web, agencies were able to collect revenue more efficiently, and provide convenience for their citizens through secure, easy-to-use payment options.

The key components to build the new application required a platform partner and voice recognition technology – specifically Automatic Speech Recognition (ASR) and Text-to-speech (TTS).

The IVR is now capable of relaying account information and taking payments, simplifying the way in which citizens interact with their government agencies. Additionally, the application interfaces with permitting and inspection applications to allow staff, contractors, and the public to interact with the systems while in the field.

“LumenVox is by far the easiest ASR we have ever used. Its quality and ease of use combined with the company’s ability to offer regular enhancements, training, and support make LumenVox our only choice when it comes to an ASR.”

Mike Hannegan, VP of Technical Services, Selectron

 

 

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