Community Health Choice (CHC)

Anticipating increased call volumes for insurance open enrollment, Community Health Choice (CHC) wanted to move their existing customer service application from a touch tone system with active agent support from 8 am to 7 pm to a speech enabled, 24-hour customer care line. Read how the LumenVox Speech Recognizer solution was able to provide a 40% improvement in member satisfaction rates after only 8 months, reduce call wait times, and increase call completion rates.

Home Healthcare Products and Services Provider

A large North American provider of home health care services and products wanted to find a way to make it easier for elderly patients to submit their weekly blood clotting test results. Patient and home health care callers were having difficulty keying in patient identification information using the existing touchtone application and experiencing lengthy wait times while waiting for connection to customer support staff for assistance. Read how the LumenVox Speech Recognizer solution reduced call wait times and improved customer experience.

Security Service Federal Credit Union (SSFCU)

When it came time to replace an older Avaya Interactive Response platform that featured a DTMF-only IVR, Security Service Federal Credit Union made the decision to add LumenVox speech recognition to an IVR that handles more than half a million calls per month. Their hope was that they would be able to improve the IVR experience, especially for hands free users on mobile phones, and reduce the load on their call center of approximately 200 agents. Read how the LumenVox Speech Recognizer reduced the call load being transferred to agents by 11K per month.