LumenVox Call Progress Analysis (CPA)

LumenVox CPA leverages LumenVox's speech recognition and tone-detection technology to distinguish machines from live humans and business from residence, empowering auto-dialers with precision in call-to-agent routing or message delivery.

Meet Regulatory Compliance Standards: Call abandonment regulations prohibit agents from “abandoning” more than 3 percent of all live calls each day. In addition, agents must disconnect within 5 seconds after the other party has disconnected. Because LumenVox CPA recognizes whether a human being or machine has answered the phone, agents can ensure that they are consistently meeting compliance standards.

Optimize Outbound Communication: LumenVox CPA uses Voice Activity Detection (VAD) technology and machine learning to distinguish between speech and background noise. Other systems guess, but LumenVox’s technology determines and informs. Agents can be more targeted and waste less time with voicemail recordings.

When LumenVox CPA Detects Voicemail: With a combination of tone-based and voice activity detection, LumenVox CPA knows when an end-pointed message should restart at the beginning or if a custom voicemail message should play.

Reduce Customer Frustration: If an outbound calling system must leave a message, it needs to determine the precise timing to start the message delivery. If the system waits too long, listeners checking voicemail will lose patience, or the message could get cut off. If the message does not wait long enough, a listener may hear the voicemail start mid-sentence, and vital information might be left out. CPA analyzes each machine recording and determines the optimal time to relay the full message.

Streamline Event-Based Calls: Unsuccessful deliveries or missed appointments cost businesses money. CPA provides the technology to enable companies to build a successful outbound messaging solution. It leverages an automated system to inform customers and either guide them via an IVR or transfer them to an agent. When a human cannot be reached, the application follows through by leaving a message, scheduling future calls, and/or sending text instead.

Better Engage Customers: According to a global survey, over 60 percent of consumers want to receive notifications for time-sensitive events such as upcoming appointments, sales, promotions, and billing notifications. LumenVox CPA aims to enable proactive engagement on a personal level, with accurate outbound phone messaging.