Twilio is integrating LumenVox’s speech and voice recognition technology into its own cloud communications platform. The company is specifically hoping to enhance the utility of the platform’s Voice and Flex offerings, and believes that LumenVox’s Speech Experience will lead to better outcomes for clients and their individual end users.
To that end, Twilio will be deploying LumenVox’s Automated Speech Recognition (ASR), Call Progress Analysis (CPA), and voice biometric solutions. The ASR tool comes with transcription capabilities, and offers broad support for a diverse user base that speaks a number of different languages and dialects. The platform can also learn new languages, which ensures a high level of performance moving forward.
CPA, on the other hand, is an answering machine detection service that can identify voicemail tones and facilitate the delivery of voice messages. Finally, LumenVox’s voice biometric tech enables biometric authentication in multiple languages. The solution can identify users during live conversations with an agent, or while they are in an automated Interactive Voice Response channel. In doing so, it eliminates the need for knowledge-based identity verification factors.
“We are excited to work with Twilio to enable powerful voice experiences at scale,” said LumenVox Founder and CEO Edward Miller. “Similar to Twilio, LumenVox shares a vision to help organizations deliver improved customer experiences and enhanced engagement through speech enabled applications.”
According to LumenVox, its technology will give Twilio more voice flexibility, and allow the company to deliver more custom voice solutions. LumenVox itself picked up a 2021 Enabling Technology Leadership Award from Frost & Sullivan in December. The accolade is handed out to recognize companies at the forefront of their respective industries, with LumenVox getting the nod for its contributions to the contact center. The company also received a People’s Choice Award from Speech Technology Magazine back in May of 2020.
February 18, 2022 – by Eric Weiss