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Four ways LumenVox enables partners to deliver voice-enabled customer experiences

Four ways LumenVox enables partners to deliver voice-enabled customer experiences

In its top customer service predictions for 2021, Forrester Research noted: “Voice will be the channel for service as empathy takes center stage.” There is an increasing need to accelerate digital transformation for voice-enabled channels. LumenVox makes digital transformation possible with innovative voice technology. And we do that together with our partners. For over twenty years we have developed hundreds of partnerships to elevate experiences and create customers for life.

Here are four ways we support and enable our partners:

We do not compete with our partners on professional services or solution design and delivery.

LumenVox is a speech software company that sells software. We do not sell professional services, solution design or delivery. Instead, we want our partners to. Why? This maximizes their profit margins, as they are in control and knowledgeable of the investment required. It also means the sky is the limit when it comes to design. With our customizable voice technology, partners can construct the ideal voice-enabled customer experience from the ground up.

We encourage partner-to-partner relationships.

We believe our partners can drive transformational change together and build partner capabilities to create voice-enabled customer experiences that result in customers for life. We have many system integrated partners who offer a diverse set of skills. We bring our partners together to create relevant solutions for end users. The inherent nature of working together, start to finish, translates into less work for the customer, with only one signature required on one dotted line.

We offer our partners focused technical training.

We provide partners with a complimentary two half-day skills certification training, where our team of experts teach our partner’s solution design and delivery team how to create voice-enabled customer experiences and get the most out of our speech and voice recognition software. We view our partners as an extension of our team and vice versa which is why it is so important to empower them with as much knowledge as our internal speech and voice recognition experts.

These training sessions include in-depth information on how to install and configure LumenVox’ Automated Speech Recognizer, Text-to-Speech and Call Progress Analysis. Not only will our partners become experts in integrating the LumenVox speech engines, but they will also have visibility into our product roadmap, as well as early access to new versions of our software.

The LumenVox Skills Certification process consists of two parts:

  • The Skills Interview: Designed to find out more about each candidate’s experiences with, and approaches to speech application development. It is more of a free-form conversation that focuses on the candidate, rather than a formal set of requirements.
  • The Application Presentation: Candidate presents a speech application in which they have contributed to the development. We expect to see some of the documentation regarding the application (including design elements like call flow diagrams, business requirements).

Upon completion, our partners are eligible to take the LumenVox Skills Certified exam. With successful passing, we will send free licenses of our software to our partners for use in their design and delivery lab to easily create proof of concepts.

We get creative with our partners.

We are focused on the relationship, not just the sale. We do whatever we can to ensure our partners successfully sell, orchestrate, and build voice-enabled customer experiences. This includes marketing and sales enablement, creating joint campaigns for specific customer bases. Additionally, we leverage our relationship with key platform partners – Avaya, Genesys, Cisco, Aspect and others to promote the work they are doing across the market landscape.

You are in good company

Our partners are innovative, market leading, world–class companies that work together with us to improve each other’s ability to deliver high-performing, voice-enabled customer experiences securely and at scale for customers across the globe. Our approach is the difference between market leaders and market followers. Are you ready to become a LumenVox Partner? Schedule a discovery session with our partner team now.

LumenVox Announces Upcoming Partner Skills Certification Technical Training

LumenVox Announces Upcoming Partner Skills Certification Technical Training

LumenVox is excited to announce our upcoming Partner Skills Certification technical training on June 15-16 from 9am-1pm PT/ 12pm-4pm ET each day. The training is open to all LumenVox partners at no cost. By enlisting in the training and certification path, we will ensure that your solution design and delivery teams are comfortable in their working knowledge of LumenVox products.

Should you register?

The training is targeted towards teams that are involved in solution design, delivery or support of solutions that include the use of LumenVox speech recognition, text-to-speech or call progress analysis. The training and certification are complimentary for any employee who works for one of our channel partners. Even if you aren’t interested in pursuing the certification, you are more than welcome to participate in the two half-day sessions.

What will be covered?

The technical training sessions include in-depth information on how to install and configure LumenVox’ Automated Speech Recognizer, Text-to-Speech and Call Progress Analysis; how to troubleshoot your installation using the LumenVox Dashboard as well as exciting product updates, including the LumenVox AI Gateway, Call Progress Analysis (CPA) enhancements and our next generation ASR engine.

We will also be diving into our new product offerings, including; the LumenVox Transcription Engine; LumenVox Biometric products; additional new security features, including Secure SIP; and updated deployment architecture material.

What are the benefits of becoming LumenVox Skills Certified?
By having at least one LumenVox Skills Certified employee, your organization is eligible for:

  • Joint marketing including a partner listing on com, sales and training presentations, and other collaborative marketing efforts.
  • LumenVox lab software at no cost (subscription basis, renewable annually) including LumenVox ASR, TTS software and one seat of the LumenVox Speech Tuner for use in your internal development and test lab.

What is the skills certification process?

The Skills Certification process consists of two parts:

  • The Skills Interview: Designed to find out more about each candidate’s experiences with, and approaches to speech application development. It is a more of a free form conversation that focuses on the candidate, rather than a formal set of requirements.
  • The Application Presentation: Candidate presents a speech application in which they have contributed to the development. We expect to see some of the documentation regarding the application (including design elements like call flow diagrams, business requirements).

Once you have passed the certification process, we will send over your free LumenVox software for use in your design and delivery labs. It’s that easy.

Are you ready to become a LumenVox Skills Certified partner? Register now!

P.S. – The first 30 registrants for the partner skills certification technical training will receive a Welcome snack box!

Designing a Successful Outbound Call Campaign

Designing a Successful Outbound Call Campaign

A successful outbound call campaign is a powerful weapon to add to your sales arsenal. In today’s world of marketing emails and robocalls, a personalized phone call can be a breath of fresh air.

To ensure that your customers and leads receive calls that are relevant to them, follow these 4 tips.

4 Tips for Designing an Effective Outbound Call Campaign

1) Use an Open Call Script

The success of scripted outbound sales calls can be hit-or-miss. On the one hand, new reps can massively benefit from a script, particularly in terms of following compliance requirements.

On the other hand, overly scripted phone calls can come across as rigid. As such, you can lose the personalized, human touch of a phone call.

The compromise here is to develop an open call script. These kinds of scripts are loosely structured. They provide the agent with pointers rather than lines that they need to rehearse.

Loose scripts ensure that your agents cover all the important points (while remaining compliant) and yet still allow them to build on natural conversations.

2) Collect and Analyze Relevant Call Data

To build an effective call campaign, you need to have a good understanding of your target market. A successful campaign requires extensive research to build a library of data that reps can refer to before making calls.

Data shouldn’t purely focus on industry and location, but should also try to answer these questions:

  1. Who am I talking to?
  2. Why would they need my product?

3) Employ an Effective Training Program

Training programs help prepare new reps for real-world calls. This will help them remain confident and compliant every step of the way.

Training programs can include the following:

  • Call recordings that reps can analyze and critique
  • Group role-playing activities to help reps learn to think on their feet
  • Lessons on how to identify the key factors comprising a successful call (e.g. tone of voice)

4) Use Key Performance Indicators (KPIs)

KPIs are useful metrics for monitoring sales rep performance. It is important to first identify which KPIs your business wants to place the most emphasis on. Examples of common KPIs include:

  • Schedule adherence
  • Average handle time
  • Conversions rate (number of calls resulting in successful sales)

Make sure that employees learn and understand the importance of these metrics. Teach them how to maximize their KPI scores through the training program.

Finally, use KPIs to identify weak reps who might require further training, as well as strong reps that should be recognized and possibly rewarded to encourage good work!

The Takeaway

Personalized outbound calls, when done right, can be an incredibly effective sales strategy. Be sure to invest time into carefully designing an outbound call campaign strategy to maximize your center’s success.

And, while you focus on training the human side of the campaign, let LumenVox take care of all your automated contact center needs. Request a demo or contact us today so that we can help you maximize your company’s efficiency so that you can focus on spending your time on more important things.

SpinSci and LumenVox Announce Partnership for PCP (+COVID) Scheduling Application

SpinSci and LumenVox Announce Partnership for PCP (+COVID) Scheduling Application

SpinSci Technologies, an innovator in the field of patient engagement solutions, announced that they have entered a strategic partnership with LumenVox, a market leader in voice recognition intelligence solutions, to deliver key integrations with Epic, a leading provider of Electronic Health Records (EHRs). The partnership will deliver highly secure patient engagement solutions while at the same time driving a highly efficient and heightened patient experience.

The joint offering between SpinSci and LumenVox will combine SpinSci’s key integration with Electronic Health Records such as Epic and LumenVox Speech technology and Active Voice Biometric Authentication. Both companies’ technologies are tested on the CVP platform which will drive added value and speed to service for existing and new Cisco customers. The integrations will drive workflow automation.

“The digitization of healthcare is gaining huge momentum right now. LumenVox’ modular technology approach enables SpinSci to easily integrate cutting-edge Speech Recognition to improve patient experience and just as easily integrate Voice Biometric Authentication to enhance security, helping to ensure HIPAA compliance. Through this partnership we want to give practices and their patients convenience, security, and peace of mind.” said Edward Miller, Founder & CEO of LumenVox.

SpinSci Chief Executive Officer Rajit Kumar said, “Our strategic partnership with LumenVox will help drive a packaged solution for our ultimate customers, health systems and providers, which will drive patient engagement and improve their overall experience.”

About SpinSci Technologies
SpinSci Technologies was founded in 2005 and focuses on intuitive collaboration and contact center solutions and services primarily across the healthcare vertical, driving patient engagement and efficiencies. SpinSci solutions are now available on industry-leading marketplaces such as the Epic App Orchard, the Five9 Marketplace, and the Salesforce AppExchnage. SpinSci is headquartered in Dallas, Texas.

To learn more, contact us today.

Enhancing Your Automated Predictive Dialer

Enhancing Your Automated Predictive Dialer

Automated predictive dialers have been around for a long time, perhaps longer than most people realize, with InfoLogix introducing one of the earliest recorded automated predictive dialers in the 1980s.

Things have evolved since those early technologies, however, the technical requirements remain the same; the ability to determine through some predictive analysis when an operator will become available. With LumenVox’ Call Progress Analysis, though, any automated predictive dialer can now determine whether a live person, as opposed to a machine, answered the call.

LumenVox’ Call Progress Analysis combines highly accurate Voice Activity Detection (VAD) technology—a technology that LumenVox has evolved and refined over 20 years providing best-in-class speech recognition technology–with standards-based deep connectivity and integration services for telephony networks. The resulting technology has proven to be compelling for contact centers of all shapes and sizes.

LumenVox Call Progress Analysis makes every second count. Let’s say, for example, a typical call lasts for around 80 seconds, and it takes on average 10 seconds for someone to answer a call, then the predictive dialer could begin dialing when the operator is 70 seconds into the call, in anticipation of them being freed up in time to take the next call. This is a very simplistic scenario, but with several agents and reliance of CPA to filter out unwanted calls, statistical analysis and feedback can be used very effectively to achieve optimal performance. Additional adjustments can be made implicitly or explicitly, in anticipation of calls running long, for instance, or if the person being called has a different reason for being contacted, which might require a different amount of engagement interval to process so that appropriate timing adjustments can be applied.

Our own analysis of production deployed CPA with automated predictive dialers show that it is fast and highly effective in reducing contact center costs by increased automation and call filtering, with high potential savings.

It is clear to see that these cost savings represent a significant value to those embracing the potential of CPA, which defines call center effectiveness by setting a new standard and leaving operators that choose not to use this technology far behind.

To learn more, contact us today.

The Top 3 Ways a Speech Attendant Benefits Your Business

The Top 3 Ways a Speech Attendant Benefits Your Business

Speech-enabled automated attendants are a must-have for any customer service strategy. In the age of Siri and Alexa, customers have come to expect automated, speech-based service. ComScore reports that more than half of all smartphone users are engaging with voice search technology in 2020.

In 2020 we announced Interactive Northwest Inc.’s (INI) release of Interactive Speech Attendant™. Powered by LumenVox’ Automated Speech Recognizer (ASR), INI’s Interactive Speech Attendant (ISA) is a robust solution for organizations looking to replace deprecated name dialers such as Nuance OSA to perform call routing. There are numerous benefits to incorporating a speech attendant into your customer service strategy; including these top three:

Enhances Branding and Corporate Image
The biggest brands in the world use speech attendants. Why? Their customers value speech recognition capability, which produces automated, yet natural communication with the end-user. This elevates the branding of any organization, large or small.

Automates Routine Operator Tasks
A virtual speech attendant takes on tasks that would otherwise be completed by an operator, allowing callers to speak the name of a person, department, service, or location and be automatically transferred. This removes the need for manual time and labor of operators answering inbound calls, searching for phone numbers, and connecting customers to their destinations. The web-based administration interface included with ISA simplifies the configuration of nicknames and aliases, department and location-based transfers, business hours logic, alert messaging, and more.

Gives Organizations Control of Transfers
A robust speech attendant provides callers with a convenient way to reach people within an organization by acting as a single point of access to the corporate directory. ISA’s full-featured administration dashboard puts organizations in control, allowing for highly customized handling of inbound calls.

INI Interactive Speech Attendant™ is now available through INI, LumenVox, and Avaya Channel Partners. For more features, benefits and information, visit www.interactivenw.com/products/ini-interactive-speech-attendant/ or https://dev2.lumenvox.com/project/interactive-northwest-inc/, or call 1-800-732-3236.