LumenVox is a complete speech solutions company that provides a total stack of speech and multifactor authentication technology. The company aids multiple ID and Access Management applications for voice, facial biometrics-passive and active authentication, fraud prevention and public security. LumenVox permits you to efficiently deploy speech-enabled applications to enhance the Call Center CX and ROI with LumenVox’ flexible, cost-effective software suite.
LumenVox considers every client as a true partner. The company is well known for its flawless customer service and for its support in understanding, navigating, and assessing every phase of any project to ease the process as much as possible.
How is LumenVox advantageous?
LumenVox’ core Speech technology counted for being one of the most precise, natural sounding, and trustworthy solutions in the industry.
ISO 9001 and Common Criteria certified for the delivery of quality multi-modal biometric solutions consulting, solution deployments, and customer support.
LumenVox Technology is used globally by over 300 banks, telecom service providers, 511 operations, and nearly 2,000 other resellers and developers.
LumenVox’ 3- year Net Promoter Score (NPS) of 88 shows LumenVox’ commitment to supporting its partners and their customers’ enterprise, carrier and hosted service provider environments.
LumenVox supports a multitude of platforms including Asterisk, Avaya, Cisco (including Broadsoft), Dialogic, Enghouse, Genesys and many others. When other vendors say “No,” they say, “Let’s Make It Happen.”
Gratifying: Provide the best customer experience by offering smooth-running authentication. Multiple options: Your customers and employees will get more choice which is an added advantage to validate themselves. Protected: Multi-modal biometrics and multifactor authentication provide strong authentication and powerful fraud prevention.
Highly efficient: Lessens authentication time by making use of secure passive and ideal technology.
Web Based Reset: Users who have forgotten the password can solve the issue by themselves. They just have to use any web browser, their workstation login prompt, or a telephone.
Phone Based Reset: Users authenticate by providing a voice sample and once authenticated, users reset their own passwords without calling the help desk.
Token Based Reset: Users with RSA SecurID token can reset forgotten passwords/PINs easily.
The LumenVox Automated Speech Recognizer (ASR) is a software solution that converts spoken audio into text, offering users with powerful means of input. Less time spent in data input frees up resources that can be used more effectively.
A Speech Recognizer compares spoken input to a list of phrases to be recognized, called a grammar. The grammar is used to constrain the search, enabling the ASR to return the text that represents the best match. This text is then used to drive the next steps of your speech-enabled applications.
Incomparable user experience
Passive Authentication: Eases the customer experience by seamlessly authenticating the user as they interact with your IVR, live agent, or self-service channel.
Powerful Authentication: Safeguard your customers and business applications with layered security that uses biometrics to verify identity and prevent unauthorized access to information or accounts.
Slowdown in spending: Biometric authentication is proven to lessen operational and fraud costs. It helps you to speedily authenticate transactions in the IVR, for increased containment, or through the live agent for faster, safer service.
Case study to prove the efficiency
A well known North American provider of home health care services and products wanted a solution that could help older patients to submit their blood clotting test reports weekly.
It was tough for patient and home health care callers to keep a track of patient identification information using the available touchtone application and experiencing lengthy wait times while waiting for connection to customer support staff for help.
ConvergeOne and INI were provided with a short timetable to execute the new speech enabled IVR solutions.
The home health care products and services promised to find a new solution that had the ability for callers to come up with a unique PIN, re-order home health supplies and provide insurance verification without having any conversation with a live agent.
The test results had to be updated every week for each patient in a backend database to provide exact patient history.
Finally, a success!
To fulfill all of the requirements, LumenVox partners ConvergeOne and Interactive Northwest (INI) implemented LumenVox Speech Recognition (ASR) and LumenVox Text-to-Speech (TTS) on the Avaya Aura® Experience Portal (AAEP) interactive voice response (IVR) platform. Payback on the investment was achieved in 6 months by the medical services provider, resulting in cost reduction from the reduced call waiting and live agent handling times. The customer has reported an increase in customer satisfaction metrics for patients and home health care workers utilizing the system.
Backdrop of the ace: Edward Miller, CEO
Edward Miller is the CEO of LumenVox and is responsible for developing the company’s strategic vision, technology and business strategies. Ed founded LumenVox after more than 20 years of experience designing and implementing multi-lingual and multi-currency accounting systems for worldwide corporations; including founding a company where he oversaw a telephony hosting facility with a carrier grade, state of the art voice over IP infrastructure to offer speech based applications in the cloud to service providers. Throughout his career, Ed has developed a comprehensive knowledge of human computer interaction, machine learning, networking, data handling theories and natural language processing. Ed holds a Bachelor of Science from Hillsdale College and holds 5 U.S. Speech Recognition patents.
Ed’s hobbies include implementing eco-technology, assisting/supporting artists at major art festivals, camping, hiking, trekking, sailing or rafting. and even apply custom CSS to this text in the module Advanced settings.
“Our specialities are Speech Recognition, Text-to-Speech, Carrier Grade Core Technology, Statistical Language Models, Integration with Leading Industry Platforms, Leading Edge Tools and Partner Programs and much more.”
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