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IVR Service Provider LumenVox Intros Speech Recognizer 10.5

August 20, 2012
By Amanda Ciccatelli, TMCnet Web Editor

These days, when we call large companies, a person doesn't typically answer the phone. Instead, an automated voice recording answers and tells you to press buttons and how to move through option menus. More recently, many companies have moved beyond requiring you to press buttons, and simply instruct you to speak words to get where you need to go: a system known as speech recognition.

LumenVox (News - Alert), a provider of speech recognition software and solutions, has released version 10.5 of the LumenVox Speech Recognizer. The upgraded speech engine features enhancements including a Call Progress Analysis feature for improved call flow handling within outbound applications and flexible Text-to-Speech (TTS) functionality.

“We are expanding our distribution channels, and expanding the capability of many of our tools in the enterprise space,” Dave Rich, LumenVox CEO, told TMCnet in an exclusive interview at SpeechTEK (News - Alert) in New York City last Tuesday. “We want to enable a broader ecosystem of developers.”

Based in San Diego, Calif., LumenVox’s speech automation solutions offer core technologies and design, development, deployment, tuning and transcription. Since 2001, LumenVox has achieved recognition for speech automation software and tuning products and has also been certified by partners as one of the most accurate and reliable providers in the industry.

“LumenVox’s speech system and tuning tools provide a better quality solution in the end,” said Rich.

The Call Progress Analysis (CPA) product incorporates the Answering Machine Detection mechanism available in previous versions. CPA goes beyond detecting answering machine and voicemail tones by ensuring that the predictive dialer or IVR is getting the message to the desired recipient more accurately than ever before.

“Call Progress Analysis improves the user experience by positively recognizing answering machines, voicemail, and live callers and ensuring that an appropriate and complete message is delivered every time,” said Rich. “This is a unique application of speech recognition technology to better solve a business challenge in an adjacent market, and is in response to customer requests for improved outbound call handling.”

Another Version 10.5 feature is an upgrade to the Text-to-Speech Server that can switch between any of LumenVox’s voices within an SSML session, making it easier to use LumenVox TTS software.

“LumenVox has updated the TTS voice names to provide greater product clarity and made it easy to switch between voices of multiple languages for multi-lingual applications,” explained Rich.

Other new improvements to Speech Recognizer Version 10.5 include improved grammar processing, richer knowledgebase documentation, expanded scalability and stability under load, and improved sample code.

“Our priority is to continue increasing the flexibility and usability of our core products based on customer and partner feedback, and we anticipate delivering expanded deployment options and tools over the coming months,” said Rich.

LumenVox primarily does business in the U.S., but also has numerous international deployments with Cisco, Avaya (News - Alert), and more. LumenVox has a lot of happy customers in the U.S., Australia, as well as in Latin America including Kmart, California Pizza Kitchen, OnStar, Open Solutions, and Service. “Customers have been very satisfied with our products,” he added.

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Edited by Brooke Neuman

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