Nuance Ranked #1 in Chatbot/Virtual Assistants for Enterprise Customer Service by Leading Global Research and Advisory Firm
June 29 2017 - 4:31PM
Nuance Communications, Inc. (NASDAQ:NUAN) today announced that Nina
has earned a spot on Forrester’s Recommended Product List,
receiving the number one ranking among the 10 most significant
Chatbot providers for Enterprise Customer Service in the newly
published Forrester Research report, The Top 10 Chatbots for
Enterprise Customer Service.
Virtual assistants are growing in popularity to enable an
intelligent, human-like dialogue between consumers and brands.
According to Forrester, “To truly meet a need for enterprise-grade
customer service, chatbots (also called virtual assistants and
cognitive agents) must be able to understand what a customer speaks
or types, discern their intent, respond in a conversational manner,
and act on the customer’s behalf.”* The Forrester report identifies
the 10 most significant players and assesses them on a 10-criteria
evaluation with the guidance that “customer service and application
development and delivery (AD&D) professionals can use this
review to select the right partner for their chatbot needs.”* In
this evaluation, Nuance was cited as a Recommended Vendor, and
earned the top ranking among the 10 vendors evaluated by earning
the ranking of “differentiated” in the following seven categories:
reporting & analytics, multichannel, security &
authentication, natural language understanding (NLU), roadmap,
vision, and revenue.
According to the Chatbot report, “Nuance leads the pack with
robust NLU and multichannel capabilities. With a focus on both
customer acquisition and customer retention, Nuance offers a stout
product vision and differentiated enterprise-grade security,
including biometrics.”* The evaluation also found that “Nuance
makes an excellent match for companies requiring enterprise-grade
solutions. Nuance allows companies to deploy multimodal chatbots
across web, mobile, and voice channels and to seamlessly connect
those self-service tools to assisted service.”*
“We believe the recognition for Nuance Nina as the top ranking
vendor for Enterprise Customer Service Chatbots by Forrester
Research reflects our unwavering commitment to innovation and our
dedication to building proven solutions for our customers,” said
Robert Weideman, general manager and executive vice president,
Enterprise Division, Nuance. “We are focused on harnessing the
power of AI to deliver the highest levels of automation and
customer satisfaction through a combination of intelligent self-
and assisted service to ensure our customers deliver unsurpassed
experiences while achieving their business results.”
Introduced in 2012, Nina was one of the first virtual assistants
for customer service, and has since evolved to become a powerful
“design once, deploy many” customer engagement platform that
supports a consistent experience across Web, Mobile, IVR,
Messaging, (e.g. Facebook Messenger and SMS), and IoT channels such
as the Amazon Echo via Alexa. Nina provides organizations with the
ability to efficiently and effectively broaden their customer
engagement footprint, as opposed to building implementations
separately for each channel. In a single platform, Nuance is the
only vendor to combine the tooling, intelligence and analytics of
natural language processing (NLP) and cognitive technologies, as
well as integrated security, to deliver automated and assisted
solutions targeted to Enterprise needs.
The award-winning Nuance Nina has been adopted globally by
leading brands and organizations, including the Australian Taxation
Office, Coca-Cola, Domino’s, Garanti Bank, ING
Netherlands, IP Australia, Jetstar, Swedbank, USAA,
Windstream and more. Most recently, Domino’s Australia announced
that Nina is powering the Domino’s DRU Assist virtual
assistant.
A complimentary copy of the full report can be requested here.
For more information about Nuance’s Nina, please visit here.
*The Top 10 Chatbots For Enterprise Customer Service, Forrester
Research, Inc., June 29, 2017
About Nuance Communications,
Inc.Nuance Communications, Inc. (NASDAQ:NUAN) is
the pioneer and leader in conversational and cognitive AI
innovations that bring intelligence to everyday work and
life. The company delivers solutions that can understand,
analyze and respond to human language to increase productivity and
amplify human intelligence. With decades of domain and
artificial intelligence expertise, Nuance works with thousands of
organizations – in global industries that include healthcare,
telecommunications, automotive, financial services, and retail – to
create stronger relationships and better experiences for their
customers and workforce. 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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