Nuance Announces Full-Lifecycle Customer Analytics Portfolio
June 12 2017 - 8:00AM
Nuance Communications, Inc. (NASDAQ:NUAN) today announced that it
is expanding the Nuance Analytics portfolio of advanced solutions
to empower enterprise organizations to transform their customer
engagement data into actionable insights. Whether needing immediate
insights, customized solutions, enabling inputs for analytic
products developed in-house, or professional services, Nuance
Analytics can identify insights across the customer journey, take
action and optimize the customer experience. As a result,
enterprise organizations can increase operational efficiency,
reduce customer churn, improve sales conversion, mitigate risk and
maximize ROI.
Drawing on decades of experience in speech, natural language
understanding (NLU), and artificial intelligence, Nuance’s
Enterprise division has long provided actionable business insights
through its speech and self-service technologies, Professional
Services, and Nuance Insights for IVR. Now, recognizing the growing
need for smart and integrated analytics that provide insights into
the customer journey across all channels, Nuance is expanding its
prediction and analytics to complement its customer engagement
solutions, powered by AI, to better understand and improve the
customer experience.
As part of this expansion, Nuance is partnering with third
parties such as CallMiner, the leader in speech and engagement
analytics. Nuance’s expert automation and data science services can
be combined with both CallMiner’s Eureka customer engagement
analytics platform and Nuance Insights solutions to enable
organizations to automate monitoring and scoring of 100% of
consumer contacts. This empowers organizations by providing deep
customer insights to improve the experience while also improving
customer engagement center and agent performance, increasing sales
conversions and decreasing costs.
“We are excited about our partnership with Nuance and to be
powering Nuance’s voice of the customer (VOC) analytics offering,”
says Terry Leahy, CEO and President at CallMiner. “With Nuance
Transcription Engine powering CallMiner Eureka, and CallMiner
Eureka powering Nuance’s VOC analytics, together we have created a
world-class enterprise analytics offering.”
“In today’s technologically-advanced and customer-centric world,
in order to stay competitive companies must adapt and leverage
analytics to derive insights across all engagement channels
including voice, web, email, social, SMS, and others,” said Robert
Weideman, general manager and executive vice president, Enterprise
Division, Nuance. “Nuance Analytics provides the necessary
visibility into the full customer journey to make actionable
insights truly actionable, driving improved customer service as
well as business and operational results.”
Nuance Analytics now delivers the benefit of a truly holistic
view of the customer experience through gleaning contact center
insights via the VOC offering combined with the automation insights
available through Nuance Insights. To provide an additional value
add, these solutions can also be combined with Nuance Professional
Services’ domain expertise to optimize the customer experience.
Proven benefits include improving first contact resolution,
automated performance feedback to agents, real-time agent assist,
automated compliance auditing and risk mitigation, and much more.
Nuance continues to forge a path towards leveraging data and
analytics for predictive and prescriptive analytics and AI within
Nuance’s portfolio of offerings.
To learn more about Nuance’s analytics portfolio, go here.
About Nuance Communications, Inc.
Nuance Communications, Inc. (NASDAQ:NUAN) is a leading provider
of voice and language solutions for businesses and consumers around
the world. Its technologies, applications and services make
the user experience more compelling by transforming the way people
interact with devices and systems. Every day, millions of users and
thousands of businesses experience Nuance’s proven
applications. For more information, please visit
www.nuance.com.
Trademark reference: Nuance and the Nuance logo are registered
trademarks or trademarks of Nuance Communications, Inc. or its
affiliates in the United States and/or other countries. All other
trademarks referenced herein are the property of their respective
owners.
Contact Information
For Press
Karen Link
Nuance Communications, Inc.
Tel: 781-565-4797
karen.link@nuance.com
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