DialogTech and LumenVox Combine Best-in-Class Speech Recognition Technology with Hosted IVR
CHICAGO – December 5, 2014 – DialogTech, the global leader in call analytics and automation for marketing, sales and support professionals, today announced a partnership with LumenVox, the leading speech automation software company, to integrate their speech recognition technology into the DialogTech Voice360 platform. DialogTech’s hosted IVR (interactive voice response) technology is the first and only solution built from the ground up for marketing, sales and support teams to create and update their own professional inbound and outbound IVRs in minutes, and now thanks to its partnership with LumenVox, IVRs built with DialogTech have the industry’s most accurate speech recognition technology, providing callers with seamless IVR interaction and a stress-free on-call experience.
Thanks to smartphones, consumers today are placing billions of calls to companies each week while researching products, responding to marketing campaigns and advertisements, making purchases and requesting post-sale support. Businesses rely on IVR technology to filter, qualify, assist and survey this enormous and expanding wave of callers efficiently and cost-effectively. However, because of the mobile nature of smartphones, callers often call from their cars or other noisy areas where their speech can be difficult for IVR technologies to process accurately. The DialogTech partnership with LumenVox solves this issue by merging LumenVox’s best-in-class speech recognition technology with DialogTech’s self-service IVR solution.
“Call analytics are an important component of optimizing the voice channel, but not the only one. Providing a stress-free on-call experience is paramount to satisfying customers and closing business over the phone – especially in today’s mobile world,” explained Steve Griffiths, Senior Vice President of Marketing and Product Strategy at DialogTech. “This simple fact is sometimes overlooked in the call analytics industry today. These advancements enable our customers to provide a level of call quality and customization not found in other call tracking, IVR or call management platforms.”
“DialogTech has invested thousands of research and development hours building our next-generation speech recognition platform,” said Bob Doyle, Executive Vice President of Engineering, DialogTech. “With the help of our partners at LumenVox, we’ve developed an architecture built to solve the sensitivity and confidence challenges faced by marketing, sales and support teams.”
The partnership with LumenVox helps DialogTech customers deliver even better call experiences through features that include:
- Support for eight unique question types: Marketers are now able to support voice responses in their IVRs for eight unique question types such as phone numbers, dates or multiple choice answers.
- Sensitivity threshold: Helps an IVR recognize when to begin listening to caller responses by differentiating between a caller and background noise.
- Confidence level: Helps the IVR understand how close a caller’s answer matches a predetermined response (speech grammar) before accepting it.
- Custom grammars: IVRs can now include custom speech grammars, defined by specific business needs, in addition to existing built-in ones that have a finite set of responses.
“The synergy between the LumenVox and DialogTech technical teams has allowed us to leverage the full power and flexibility of our ever-evolving speech technology within their Voice360 platform. We are excited to be able to continue innovating and supporting groundbreaking partners such as DialogTech by deploying our technology in a growing mobile environment,” said Nigel Quinnin, Vice President of Engineering at LumenVox.
“DialogTech has created a speech-based sales and marketing solution with a level of sophistication and complexity that very few have achieved,” said Ed Miller, CEO of LumenVox. “We’re delighted to see them using our technology in new and innovative ways. IVRs built with DialogTech provide callers with seamless IVR interaction by using one of the industry’s most accurate speech recognition technologies.”
LumenVox is a speech automation software company providing core speech technologies that include the LumenVox Speech Recognizer, Text-to-Speech Engine, Call Progress Analysis, Speech Tuner, and natural language solution support. Based on industry standards, LumenVox’s Speech Software is certified as one of the most natural sounding, and reliable solutions in the industry. LumenVox technology provides tools for effectively connecting and communicating with users, increasing user satisfaction, and improving employee productivity.
(877) 977-0707, say “Edward Miller”