Twilio integrates voice and speech recognition technology from LumenVox into its own cloud communication platform. The company specifically hopes to improve the utility of the platform’s Voice and Flex offerings, and believes that LumenVox’s voice experience will lead to better results for customers and their individual end users.
To this end, Twilio will deploy LumenVox’s Automated Speech Recognition (ASR), Call Progress Analysis (CPA) and Voice Biometrics 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 guarantees a high level of performance in the future.
CPA, on the other hand, is an answering machine detection service that can identify voicemail tones and facilitate the delivery of voicemail messages. Finally, LumenVox voice biometric technology enables biometric authentication in multiple languages. The solution can identify users during live conversations with an agent or while in an automated interactive voice response channel. By 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 enhanced customer experiences and increased engagement through voice applications.”
According to LumenVox, its technology will give Twilio more voice flexibility and allow the company to offer more personalized voice solutions. LumenVox itself won a 2021 Technology Leadership Award from Frost & Sullivan in December. The accolade is given to recognize companies at the forefront of their respective industries, with LumenVox getting the nod for its contact center contributions. The company also received a People’s Choice Award from Speech Technology Magazine in May 2020.
February 18, 2022 – by Eric Weiss