Jon AlperinFebruary 18, 2019

Optimize Outbound Customer Care and Agent Productivity

As a consumer, we’ve probably all had the experience of listening to a voice message only to realize that the automated system didn’t catch it was talking to our answering service, and therefore left only the last half of the message on the recording.

Getting a message that says “… please call us back at your earliest convenience” isn’t nearly as useful as the one that starts out “This is your doctor’s office calling with your exam results…”

So how do we, as businesses, ensure that we are delivering the full message to our customers’ answering machines? Or the right ones? Or, more importantly, differentiating between our customers’ answering machines, and our customers themselves.

Reliable Real-time Call Classification and Routing for the Outbound Contact Center

LumenVox, a tech partner in the DevConnect program, enables Avaya customers to increase the effectiveness of outbound messaging applications by detecting the destination party’s media type based on accurate positive voice detection (PVD) and positive answering machine detection (PAMD).

When the call is connected, LumenVox’s Call Progress Analysis (CPA) begins to listen for fax or voicemail tones using LumenVox’s advanced voice activity detection to determine for how long the other side is speaking.

Once CPA has determined whether it has reached a live person or a machine, your application can decide what to do. Live humans can be sent to agents or dropped into IVRs, while voicemails can have perfectly customized messages delivered using tone-detection to know when to start playing the message.

A key point here is that LumenVox isn’t just listening for a fax or voicemail tone before being able to make a routing decision, but rather applying more complex analytics. As a result, a valid caller can be connected to a live agent quicker, avoiding the dreaded “pause” that often causes consumers to drop the connection before your agent can actually get to speak to them. 

And if you are connected to an answering machine, your message sounds more professional because it starts precisely where it should, using LumenVox’s tone-detection algorithm tested at over 98% accuracy.

While most systems guess whether the call is connected to a human, resulting in unacceptably inaccurate messaging applications, CPA listens for energy level (volume), frequency (pitch), changes in frequency, and duration qualities to accurately detect the interaction with a real person, rather than a recorded message.

Easily Interfaces Avaya Platforms

The LumenVox CPA product communicates with the Avaya Experience Portal’s Media Processing Platform (MPP) using standards-based Media Resource Control Protocol (MRCP), making the network infrastructure relatively straightforward. All LumenVox services can be installed onto a single machine, which only needs network connectivity to any MPPs used to run voice applications.

If you prefer to interact with the customer using LumenVox Text-to-Speech (TTS) or recognize them using the Automatic Speech Recognizer (ASR), it’s a simple programming task and there’s little else to do in connecting these additional capabilities to the Avaya platform. From a technical perspective, you are just loading a special grammar file onto the Avaya system and waiting for a return from the Automatic Speech Recognizer.

Improve Call Center Quality and Efficiency

Using LumenVox Technology, the agents do not have to be involved in every call which can reduce waiting time because the agents only connect with live people. Agents do not have to spend their time leaving messages on machines, thereby increasing agent utilization and increasing the probability of connecting to live callers. This approach also lowers drop/abandoned calls for a higher predictive connection rate.

LumenVox provides complementary value to Avaya Aura Experience Portal with accurate and human-like speech interactions, designed to serve large, mid-sized, small and hosted Avaya platform applications. The system resource requirements are relatively minimal and may scale up for very large numbers of simultaneous detections.

To learn more about CPA and other Lumen Vox solutions, please visit Avaya DevConnect Marketplace.

Optimize Outbound Customer Care and Agent Productivity

Jon Alperin

Jon Alperin leads the Avaya DevConnect program—Avaya's global developer and technology partner program—leveraging a background as an application developer, solution architect, and product manager for the telecom and high-tech industries. Since joining Avaya in 2001, he has also supported the company with roles in corporate strategy, marketing and alliance development.

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