Case Study: Smartz Solutions improves voicemail detection and call categorization with LumenVox Call Progress Analysis

Agents were wasting time on misclassified voicemail, so Smartz Solutions made the call

Smartz Solutions, a cloud-based omnichannel communications company, faced a challenge where its agents were wasting significant time. Their outmoded system was misclassifying voicemail greetings left by call-blocking software as live answers, leading to inefficiency. To solve this, Smartz Solutions turned to LumenVox and its Call Progress Analysis service.

By implementing LumenVox's Call Progress Analysis, which uses Deep Neural Networks for high accuracy, Smartz Solutions achieved a dramatic improvement. The solution was deployed on their own cloud infrastructure, ensuring fast performance. The results included moving call categorization accuracy from 83% to over 90%, saving hundreds of non-productive hours, and successfully processing hundreds of thousands of calls.

Smartz Solutions

James Guthrie

Group MD