Fifteen years ago, I embarked on a project to speech enable the call center of another company I was running. We had over a million users of our IVR application and needed to reduce the number of questions and calls handled by an agent. At first we just needed the engine to recognize some “yes/no” questions and city/state. Within a couple years of development, we had an engine that would sufficiently answer a small but reasonable fraction of those rudimentary questions and allow our agents to spend time on higher-value conversations with customers.
We spun off in 2001, operating under the name of LumenVox. Enhancing the accuracy of our engine while understanding how to create a great voice user application was our number one goal. We did this while simultaneously expanding on the suite of self service applications, which allowed us to divert a more substantial percentage of calls to automation. Customer satisfaction rose while providing our customers immediate answers 24 hours a day without having to wait on hold for an agent.
In 2006, comfortable with the maturity and stability of our software, we began to market our solution to other companies. One of the early adopters of our software was an IVR-based financial services solution provider. Enabling their banking application placed us in over 600 banks and credit unions, running thousands of ports across the country. All of this experience further hardened our offering and gave us the wind in our sails to proceed with more development.
Fast forward to today with the consolidation in the speech recognition marketplace and becoming one of a few companies that offers an ASR, TTS and a Speech Tuner Application to our partners. With thousands of installations and hundreds of partners we have created a fault tolerant, scalable, carrier grade suite of products that is finding its way into some of the most well-known businesses in the world. For us to be able to see these companies benefit from our software thrills us. This is our technical artistry and the accolades we get from our customers drives us to do better.
From now on, I will be taking time with this Blog to discuss a variety of topics including challenges faced by us and by the market, how we are addressing them and where we are going. I would also like to know what topics are of interest to you! I hope this blog is informative, insightful and demonstrates our deep passion for what we do. If you have any questions or comments or just want to chat, you are always welcome to write to me at Ed@LumenVox.com or call me at 858-707-7700.