LumenVox and SpinSci State of Healthcare and Innovation SurveyFindings highlight overdue shift in healthcare investments in AI, speech technology, and security with the patient experience at the forefront.
LumenVox, a leading provider of speech and voice technology, and SpinSci, a patient digital engagement and workflow efficiencies company, recently announced the results for the State of Healthcare and Innovation Survey.
The new survey is based on data gathered from 226 respondents in five healthcare settings: Community health systems (41.59% of survey respondents), academic medical centers (32.74%), Critical Access Hospitals (CAH) (27.43%), ambulatory care centers (20.80%) and community hospitals (12.39%).
Results show there is a significant “voice” disruption within healthcare, as more and more providers seek to invest in Artificial Intelligence (AI), speech recognition and voice biometrics to improve and better streamline patient contact-center services and security.
The role of contact centers is increasingly important to providers, as it gives them a direct voice in patient interactions and is critical to delivering a strategic and differentiating experience.
Contact centers in healthcare are small, made up of approximately 1-20 agents across the five healthcare settings. These small teams spend more than 55% of their time resetting passwords for patient applications and portals (i.e., Epic MyChart) – with each reset taking three or more minutes to complete. Password resets for internal IT applications account for approximately 53% of the agents’ time. Some 90% of agents currently provide password reset self-service capabilities available for their patients and employees. In addition, IT deployments range from approximately 44% on-premises and 35% cloud-based, to 21% on-prem/cloud hybrids.
When asked about future planning over the next 1-3 years, respondents’ top-10 contact center considerations include:
We’re about to wrap up another exciting year at LumenVox. Awards, customer success, and product innovations have all played a pivotal role in the business landscape for LumenVox in 2021, which has positioned our valued customers, partners, and employees for great things in 2022.
This was a special year as we celebrated a major milestone. 20 years! For the past 20 years, we have had the privilege of helping thousands of companies around the world transform their customer experiences with our speech and voice technology. It has been exciting, especially over the last year, to see a tremendous amount of growth driven by our relentless focus on product innovation and customer success.
A new ASR with Transcription
We are very proud of the latest release of our ASR engine with transcription. The new engine stands apart from the others because of its end-to-end Deep Neural Network (DNN) architecture and state-of-the-art speech recognition processing capabilities. Not only does it accelerate the addition of new languages and dialects to serve a more diverse base of users, but it provides a modern set of tools to help our customers migrate over 80% of their grammars and confidence values from legacy applications to LumenVox with relative ease.
All of us at LumenVox are super excited about the Enabling Technology Leader award for North American Contact Centers from Frost & Sullivan. According to Nancy Jamison, industry director of digital transformation practice, “LumenVox stands out as a premier provider of a large set of emerging and maturing technology that others in the market adopt for product development and performance. The company also uses these core technologies in its products and packaged solutions for the market.”
This year we saw the expansion of a number of our partnerships across the board, but none more so than with Cisco. Throughout 2021, Cisco has seen an increase in speech adoption and has tapped LumenVox to help them accelerate the time-to-market of highly accurate, voice-enabled contact center solutions. Now Cisco customers can access the entire LumenVox technology stack including ASR with Transcription, Text-to-Speech, Call Progress Analysis, and Voice Biometrics. We are excited to be a part of Cisco’s blueprint to deliver amazing voice-enabled customer experiences.
Customer success and product innovation in 2022
We strive to deliver superior voice technology, and 2022 will be no different! The team is focused on delivering access to all of our products through a single API. We will also continue to make it a point to provide you with the most flexibility in the market – whether that is where you want to deploy your voice applications (on-premises, cloud, or in a hybrid model), how you license your software, what languages you want to support, and where you want your data to reside.
To support these efforts, we will be investing in our already robust suite of software to ensure you can deliver the most accurate, flexible, scalable voice experiences across all of your internal and external facing applications. Be sure to follow us for some exciting announcements, new demos, and an enhanced knowledgebase.
As we close, we want to send each of our customers and partners a BIG THANK YOU! We couldn’t have done it without you!
LumenVox acclaimed by Frost & Sullivan for offering highly accurate voice-enabled solutions with its AI-powered speech recognition platform.
Based on its recent analysis of the North American contact center industry, Frost & Sullivan recognizes LumenVox, a leading provider of AI-driven speech recognition and voice biometrics software, with the 2021 Enabling Technology Leadership Award for its versatile and cost-effective suite of speech and authentication software. The company offers a modern toolset that enhances voice experiences with customizable features and a wide range of capabilities such as speech recognition, transcription, natural language understanding, active and passive voice biometrics, call progress analysis, and text-to-speech.
“LumenVox stands out as a premier provider of a large set of emerging and maturing technology that others in the market adopt for product development and performance. The company also uses these core technologies in its products and packaged solutions for the market,” said Nancy Jamison, industry director of digital transformation practice at Frost & Sullivan. “One of the keys to Lumenvox’s success is the broadening of its core portfolio while pivoting to be a more product-focused company. This has doubled LumenVox’s reach and allows the company to market core technologies embedded in a variety of provider platforms or be sold as white-labeled solutions.”
Advances in speech technologies are driving the adoption of conversational AI solutions, and LumenVox has become one of the most reliable providers in the speech technology industry. The company is constantly innovating and developing cutting-edge functionalities that address key market trends, making modern communication technologies more efficient and accessible.
“We are thrilled to receive this recognition for our dedication to creating excellent customer experiences,” said Edward Miller, Founder & CEO at LumenVox. “Our industry-leading speech recognition and voice enabling software helps companies deliver accurate, efficient, and scalable voice experiences to a diverse base of users. We are committed to continuing to create more personalized and seamless interactions for customers through modern voice technology.”
By delivering a highly flexible suite of speech and authentication software, LumenVox helps companies around the world maximize productivity with tools that boost efficiency, automate tasks, and enhance the overall performance of voice applications. In addition, its vision, strong client relationships, and superior customer service differentiate LumenVox from its competitors.
“Simplicity is the hallmark of a LumenVox customer engagement. From fitting technology into an existing environment to extremely flexible pricing and consumption models, LumenVox is an easy company to work with,” noted Jamison. “The company continues to innovate across its core components and develops new functionalities that address key trends in the industry.”
Each year, Frost & Sullivan presents this award to a company that develops a pioneering technology that enhances current products and enables the development of new products and applications. The award recognizes the high market acceptance potential of the recipient’s technology.
Frost & Sullivan Best Practices awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
Download the 2021 Frost & Sullivan Enabling Technology Leadership Award – The North American Contact Center Industry here.
We are excited to announce that LumenVox is an exhibiting sponsor and speaker at Call and Contact Centre Expo 2021, an in-person event at ExCel London. The event will highlight the latest and most innovative technologies, strategies, and advancements to help call and contact centre professionals deliver powerful customer experiences across voice and digital channels.
The jam-packed seminar program is designed to help organizations:
Improve customer satisfaction scores
Reduce service costs
Understand the latest game changing technologies
Harness customers’ changing channel preferences.
Delivering Powerful Voice Experiences with ASR
LumenVox’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 customers the flexibility and control they require to easily build and launch their voice-enabled applications in any environment – on-premise, multi-cloud or in a hybrid model.
During the event, the team will be highlighting our software portfolio of voice and speech technology:
ASR with Transcription is the cornerstone of the LumenVox software portfolio that operates on a foundation of artificial intelligence (AI) and deep machine learning (ML) to deliver the highest performing, future-proof voice and speech technology. Our ASR accelerates the ability to add new languages and dialects and provides a modern toolset to expand the language model to serve a more diverse base of users through its end-to-end Deep Neural Network (DNN) architecture.
In conjunction with ASR, LumenVox offers Text–to–Speech (TTS) software that provides TTS synthesis and turns written text into spoken speech. This allows companies to turn chatbots into voicebots, as an example.
LumenVox Call Progress Analysis (CPA) provides payload delivery technology that delivers outbound messages by detecting answering machine and voicemail tones. CPA supports hundreds of millions of transactions per month and is one of the most reliable answering machine detection technologies on the market today.
LumenVox Voice Biometrics enables businesses to rely less on interrogations and knowledge-based questions and more on biometric identification. LumenVox can safely authenticate customers within the IVR, on a mobile device or when talking with a live agent, in multiple languages. Less effort, more customer satisfaction.
Join us Tuesday, Nov. 16th, during a 30-minute session titled “Utilizing AI and Deep Machine Learning to Deliver Amazing Voice Experiences,” with Heiner Kruessmann, VP of Sales and Marketing (EMEA) at LumenVox as he discusses how to elevate the customer experience by:
Infusing AI and deep machine learning to deliver intelligent customer interactions in various languages and dialects to serve a more diverse user base.
Delivering real-time transcription to gain customer insights, upsell opportunities, or coaching moments.
Ensuring your customers never need to repeat their inquiries by offering best-in-breed, AI-based speech recognition.
With over 9 different tracks and 100+ exhibitors, you’ll have plenty of opportunities to reconnect with the customer engagement world and develop your contact centre knowledge.
After you’ve listened to our session stop by the LumenVox stand (CC-AD72) to chat with our experts about your upcoming customer experience initiatives and how voice can play a role.
Collaboration accelerates the time-to-market of voice-enabled solutions in the contact center with highly accurate, flexible speech recognition.
LumenVox has expanded its partnership with Cisco to enhance voice experiences to offer its customers the entire LumenVox Speech Experience engine to deliver more personalized, engaging, and efficient customer interactions.
“The evolution of our partnership with Cisco reinforces the increased demand that LumenVox is experiencing for robust voice-enabled solutions,” said Ed Miller, CEO LumenVox. “Our unique approach to delivering voice technology enables companies, regardless of size, to create powerful, highly accurate voice-driven customer experiences in any environment without breaking the bank.”
LumenVox delivers unparalleled customer support worldwide, without competing with its partners for professional services. The company provides industry-leading accuracy, voice technology at scale, a proven track record of unbeatable total cost-of-ownership, and future-proof products designed to help enterprises ramp up voice-enabled apps quickly and stay agile going forward.
LumenVox delivers significantly better accuracy in comparison to other AI-driven speech ASR engines in the market. The LumenVox Voice Experience offers:
ASR with Transcription, the cornerstone of the LumenVox software portfolio that operates on a foundation of artificial intelligence (AI) and deep machine learning (ML) to deliver highly accurate and flexible voice technology. The ASR accelerates the ability to add new languages and dialects and provides a modern toolset to expand the language model to serve a more diverse base of users.
Text–to–Speech (TTS) software that provides TTS synthesis and turns written text into speech, allowing companies to turn chatbots into voicebots, as an example.
Call Progress Analysis (CPA) provides payload delivery technology that delivers outbound messages by detecting answering machine and voicemail tones. CPA supports hundreds of millions of transactions per month and is one of the most reliable answering machine detection technologies on the market today.
Voice Biometrics enables partners to rely less on interrogations and knowledge-based questions and more on biometric identification. LumenVox can safely authenticate customers within the Interactive Voice Response (IVR), on a mobile device, or when talking with a live agent, in multiple languages with less effort.
Through LumenVox’s state-of-the-art toolset customers can perform tuning and transcription, parameter, grammar and version upgrade testing for any speech recognition application. The toolset helps customers avoid the burden of expensive, time-consuming professional service fees when they need to augment any speech enabled application. Customers who want to migrate to the LumenVox ASR can take advantage of the toolset to migrate over 80% of grammars and confidence values with relative ease.
For partners, LumenVox delivers unique value in the following ways:
Trusted partner: Customer success is the number one priority, and LumenVox works tirelessly to deliver unparalleled support to customers worldwide. In addition, LumenVox doesn’t compete with its partners for professional services.
Industry leading accuracy: Not only does LumenVox deliver industry-leading accuracy, but it’s easy to quickly add new languages and accents through a single language model approach.
Voice technology at scale: LumenVox’s speech and voice capabilities deliver the highest level of accuracy in the industry at scale.
Unbeatable Total-cost-of-ownership (TCO): LumenVox has a proven track-record of helping customers achieve exceptional results in less time and at a lower cost.
Future-proof speech technology: LumenVox makes it easy for companies to start building new voice experiences and stay agile with a cloud-agnostic, future-proof solution.
To learn more about LumenVox, visit us at WebexOne on October 26-27, 2021 or set up time with one of our experts here.
We are excited to announce that LumenVox is a silver sponsor for WebexOne 2021, a live virtual event. The theme for the event this year is ELEVATE – elevating people, communities, and organizations by using technology to unlock potential regardless of nationality, language, social standing, or expertise. The theme aligns perfectly with LumenVox’s mission – which is to help our partners create amazing voice-enabled applications to serve a more diverse group of users.
During the virtual event, we will be featuring LumenVox’s latest Automated Speech Recognition (ASR) transcription engine. LumenVox sets itself apart from competitors because its ASR is built on an end-to-end Deep Neural Network (DNN) architecture and provides state-of-the-art speech recognition processing capabilities. Through LumenVox’s single language model approach, organizations can quickly and easily add new languages and dialects to serve a more diverse base of users to elevate the customer experience.
In partnership with Cisco, we provide organizations with voice-enabled solutions that are highly accurate, extremely flexible, and easily scalable – without breaking the bank.
Complimentary, two-day event showcased across three regions – Americas, EMEA and Asia Pacific and localized in four languages – Spanish, French, Portuguese, and German
95-minute, high-impact opening keynotes will be featured on both days, with Day One on Hybrid Work and Day Two on Customer Experience
Five broadcast tracks across the two days, with 30 enlightening sessions targeting these personas: IT Decision Makers, IT Admins, Developers, Facilities, End Users, Customer Success Managers, Event Managers, CIOs, CTOs, CHROs, CMOs and CXOs.
Most sessions will feature customer speakers, where they will share real-world experiences deploying Cisco products in innovative ways.
Bringing back the wildly successful Customer Awards and Partner Awards from last year, which recognizes and celebrates Cisco customers and partners across various categories.
Whisper Suites where you can meet the experts and hold executive one-on-ones.
Closing keynotes with a luminary/celebrity speaker on each day.
During the two-day event, you will have the opportunity to explore 30 insightful sessions across 6 different tracks that deep dive into Hybrid Work and the transformative power of Customer Experience.
Day 1 | Hybrid Work
Enable an inclusive hybrid workforce so everyone has an equal seat at table regardless of where they work
Manage and secure your hybrid work environment with secure access and collaboration anywhere the employees choose to work
Build hybrid workspaces – smart buildings and home workspaces that enhance employees’ safety, health and wellbeing
Create hybrid events audiences will never forget
Build a culture that is flexible, supportive, and open to what works best for your teams
Day 2 | Customer Experience
Create memorable, connected customer interactions
Empower your developers to succeed with API and CPaaS
After you’re fully inspired from your sessions, stop by the LumenVox virtual booth to chat with our experts about your upcoming customer experience initiatives and how voice can play a role.