LumenVox

LumenVox’s DNA is grounded in 20 years of voice technology and delivers the most comprehensive, cost-effective, and flexible speech offering. The company’s deep history in speech and voice technology enables companies to build voice experiences that not only understand what is being said, but also identify who is saying it. LumenVox is the only provider to give companies the flexibility and control they require to easily integrate applications in any environment – on-premise, multi-cloud or a hybrid model.

In comparison to other speech providers, LumenVox can typically decrease the total cost of ownership (TCO) by as much as 35 percent. In addition, LumenVox can deploy new language models in an average of 60 days or less, where most providers require six months or more.

The LumenVox software portfolio consists of Automatic Speech Recognition (ASR), Call Progress Analysis (CPA), Voice Biometrics and Text-to-Speech (TTS).

ASR with Transcription is the cornerstone of the LumenVox software portfolio. LumenVox’s speech and voice software stack operates on a foundation of artificial intelligence and deep machine learning to deliver high performing future-proof speech technology. Powered by end-to-end deep neural networks, LumenVox’s ASR engine accelerates the ability to add new languages and dialects to serve a more diverse base of users.

In conjunction with ASR, LumenVox offers Text-to-Speech (TTS) software to verbalize written text. This allows companies to turn chatbots into voicebots.

LumenVox CPA leverages the strength of LumenVox speech recognition and tone-detection technology to distinguish machines from live humans and business from residence, empowering auto-dialers with superior precision in call-to-agent routing or message delivery.

LumenVox CPA allows companies to: Meet Regulatory Compliance Standards: Call abandonment regulations prohibit agents from “abandoning” more than 3 percent of all live calls each day. In addition, agents must disconnect within 5 seconds after the other party has disconnected. Because LumenVox CPA recognizes whether a human being or machine has answered the phone, agents can ensure that they are consistently meeting compliance standards.

Optimize Outbound Communication: LumenVox CPA uses Voice Activity Detection (VAD) technology and machine learning to distinguish between speech and background noise. Other systems just use overall energy level to guess at liveness, but LumenVox’s technology determines and informs. Agents will be empowered to be more targeted and won’t waste time with voicemail recordings.

When LumenVox CPA Detects Voicemail: With a combination of tone-based and voice activity detection, LumenVox CPA knows when a perfectly crafted, end-pointed message should restart at the beginning or if a custom voicemail message should play.

Reduce Customer Frustration: If an outbound calling system must leave a message, it needs to determine the precise timing to start the message delivery. If the system waits too long, listeners checking voicemail will lose patience, or the message could get cut off. If the message does not wait long enough, a listener may hear the voicemail start mid-sentence, and vital information might be left out. CPA analyzes each machine recording and determines the optimal time to relay the full message.

Streamline Event-Based Calls: Unsuccessful deliveries or missed appointments cost businesses money. CPA provides the technology to enable companies to build a successful outbound messaging solution. It leverages an automated system to inform customers and either guide them via an IVR or transfer them to an agent. When a human cannot be reached, the application follows through by leaving a message, scheduling future calls, and/or sending text instead.

Better Engage Your Customers: According to a global survey, over 60 percent of consumers want to receive notifications for time-sensitive events such as upcoming appointments, sales, promotions, and billing notifications. LumenVox CPA enables proactive engagement on a personal level, with accurate outbound phone messaging.

Using voice biometrics authentication, companies can provide a delightful customer experience without sacrificing security.

LumenVox Voice Biometrics technology screens customers by comparing input voice audio to a collection of stored voice samples (“voiceprints”) that are known to be authentic or fraudulent. Just like a fingerprint, each voice is unique. This makes Voice Biometric Authentication an incredibly effective way to validate identity.

LumenVox’s flexible voice biometrics technology can be deployed in the method of choice and gives organizations the ability to create a seamless and secure process to verify its customers. LumenVox Voice Biometrics not only creates a better user experience, but also reduces operational costs and strengthens security. Anti-fraud measures such as liveness detection provide an additional security layer.