Nuance Introduces IVR to Digital for AI-Driven Customer Engagement
July 24 2017 - 8:00AM
Nuance Communications, Inc. (NASDAQ:NUAN) today announced IVR to
Digital, an offering that further strengthens the Omni-Channel
Customer Engagement Platform, as part of a series of cognitive and
conversational AI innovations for customer care. To address rising
consumer expectations for seamless and effortless service amidst an
evolving landscape of digital and mobile channels, Nuance’s
solutions are powering a new generation of customer engagement that
enables enterprises to communicate with their customers anytime,
anywhere, and through virtually any channel. With IVR to Digital,
callers can move seamlessly from traditional phone calls to digital
channels, and engage with brands through enhanced self- and
assisted service.
Omni-channel interactions deliver consistent customer
experiences that are connected, continuous, and contextual across
all engagement channels. The Nuance Omni-Channel Customer
Engagement Platform allows organizations the ability to add new
channels quickly and easily. With a platform-first approach,
companies can invest in one core AI solution where Nuance can
further customize the business logic, speech recognition, grammar
libraries, and customer profile information once and deploy it in a
variety of experiences, allowing customers to move freely and
easily between the channels.
Nuance IVR to Digital leverages the platform approach to connect
customer touchpoints across the IVR and digital channels for a true
omnichannel experience that resolves customer queries quickly and
effectively. Organizations can enhance the user experience by
seamlessly moving targeted calls to a digital experience using live
chat or virtual assistants, to reduce caller wait times and
maximize digital channel investments. Nuance Nina, the intelligent
virtual assistant powered by AI, in combination with live chat
assistance, provides the consumer with an innovative blend of
automated and assisted engagement to enable up to 95 percent
resolution of customer inquiry by leveraging Nuance’s
conversational, cognitive and human-assisted AI capabilities that
can be customized for vertical market needs and requirements.
IVR to Digital also enhances information delivery by allowing
agents to better assist callers with more complicated transactions
in a simplified manner. Contact center agents can use the new
web-based guides feature to set up a co-browsing session on the web
to visually show customers how to fix a problem themselves. By
teaching callers to solve issues directly it provides a better
overall customer experience and reduces the need for future calls
on the same issue.
“Consumers have embraced virtual assistants and messaging for
customer engagement, demonstrating a fundamental shift in consumer
expectations for customer service – they expect brands to be
available whenever they are, wherever they are,” said Robert
Weideman, executive vice president and general manager, Enterprise
Division, Nuance. “Nuance IVR to Digital creates a seamless
engagement experience allowing for a simple transition between
calls and self-service digital channels – giving consumers the
ability to interact with human and virtual agents in the ways that
make the most sense for them – and delivering the best-possible
experience.”
Benefits of the Nuance IVR to Digital offering
include:
- Reduced Contact Center Costs: IVR to Digital
helps organizations reduce contact center costs by moving callers
to more efficient, lower cost channels and reducing future call
volumes on the same issue.
- Improved Customer Satisfaction: The solution
improves customer satisfaction by decreasing on hold wait time and
queue abandonment by offering callers immediate assistance in other
channels with contextual transfers so callers don’t get lost or
repeat themselves.
- Optimized Channel Engagement: IVR to Digital
optimizes customer service channels by moving less complicated
tasks away from call center agents to more efficient, lower cost
channels – improving agent productivity and the ability to focus on
higher-value queries.
Nuance is a recognized leader in providing automated and
intelligent AI-powered customer engagement solutions to large
enterprises around the world. There are over 6,500 enterprises
using Nuance’s self- and assisted service technologies, processing
an estimated 14 billion transactions each year. Nuance has over 700
professional services team members who integrate the Company’s
customer service solutions deeply within the back-office systems of
many of the leading telecommunications and financial institutions
around the world, as well as leading healthcare, travel, and
government organizations. 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.
To learn more about Nuance’s IVR to Digital Solution,
go here.
About Nuance Communications,
Inc.
Nuance Communications, Inc. (NASDAQ:NUAN) is a pioneer and a
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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