Nuance to Transform the Relationship Between Mobile Carriers and their Subscribers Through AI-Powered Customer Engagement Sol...
February 26 2018 - 8:00AM
(MOBILE WORLD CONGRESS) – At this week’s Mobile
World Congress, Nuance Communications, Inc. (NASDAQ:NUAN) will
showcase artificial intelligence (AI)-powered solutions that
enhance subscriber engagement for mobile service providers,
supporting carriers’ transformation to digital service providers
and reinventing their relationships with their subscribers.
As mobile operators face regulatory and market pressure on
traditional revenue sources and increased competition from
over-the-top (OTT) providers, the importance of building strong
relationships with their subscribers through personalized
experiences is growing. Simultaneously, consumer expectations are
shifting as subscribers demand contextual, personal interaction
when, where and how they want it. This is leading carriers to
transform to digital service providers, prompting a new focus on
improving customer experience; providing an omni-channel platform
for engagement; and delivering new digital services and business
models like on-demand video and music and smart home and IoT
technologies.
Nuance is enabling this transformation through intelligent
solutions powered by its customer engagement suite that:
- Increase customer acquisition and revenue by
improving conversation rates, reducing abandonment, and driving up-
and cross-sell opportunities across a variety of channels,
including popular smart home assistants like Amazon Alexa and
Google Home
- Enhance customer satisfaction and reduce
operating cost by facilitating effortless customer self-service and
authentication across multiple channels
- Generate incremental revenue opportunities
through personalized network services delivered to subscribers at
the right time over the right channel – voice, text, USSD, web
browser, social media, etc.
“The innovations, benefits and bottom-line results that Nuance
brings to service providers are unlike any other available
services,” said Dan Faulkner, senior vice president and general
manager of communications service providers at Nuance. “We have
deep knowledge of AI use cases and the ability to deploy solutions
to address major pain points carriers are encountering in the
digital transformation journey.”
Nuance’s machine learning- and AI-powered approach to subscriber
engagement has yielded meaningful results for carriers. For
example:
- A Tier 1 carrier had noticed voice declines in specific
subscriber segments. Using Loop’s AI-powered predictive engine, the
company determined the likelihood that specific, high-volume users
would shift to less heavy voice usage in the coming month, then
executed a targeted marketing campaign to incent voice usage. This
campaign reduced expected voice decline by 14 percent.
- Seventy percent of a Tier 1 carrier’s 7.5 million subscribers
who were roaming were not using mobile data services. Using Loop,
the carrier presented highly targeted international roaming offers
when subscribers were about to travel outside of their current
territory, resulting in a $375M revenue increase over one
year.
- A Tier 1 carrier was experiencing approximately eight million
insufficient balance calls daily, resulting in high network costs
with no revenue. Nuance created tailored offers using AI and
predictive analytics to proactively provide microcredits to
zero-balance callers, growing transactions from 50,000 per day to
five million per day over a period of 2.5 years.
Since its launch at Mobile World Congress 2017, Nuance Loop, the
company’s AI- and data analytics-powered marketing platform, has
generated nearly two billion transactions per month on
communications service providers’ networks across the world.
Integrated directly into the operator’s network, Loop analyzes
offer conversion rates, subscriber profiles, content usage and
network activity to accurately create and place offers that are
tailored to each subscriber, maximizing the revenue potential for
the operator. Loop, which was shortlisted in the “Best Mobile
Operator Service for Consumers” category for the exclusive 2018
Global Mobile (GLOMO) Awards, is currently deployed across North
America, South and Central America, APAC and EMEA, generating
hundreds of millions of dollars a year in incremental, high-margin
revenue for its operators and supporting more than 700 million
subscribers daily.
Nuance’s Omni-Channel Customer Engagement platform applies the
latest advancements in machine learning and artificial intelligence
(AI) to augment, automate and improve customer service across
channels. Nuance’s digital, voice, outbound and biometric
security products create stronger relationships and better
experiences for consumers through offering always-on, personalized
engagement across virtually any channel. Through partnering with
Nuance, global telecommunications providers can reduce interaction
and operating costs, improve conversion rates, and deliver
brand-differentiating customer experiences.
For more information, visit www.nuance.com. Press and analysts
interested meeting with Nuance at Mobile World Congress should
contact Kate Hickman at kathryn.hickman@nuance.com or Vanessa
Richter at vanessa.richter@nuance.com.
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 InformationFor US PressKate
HickmanNuance Communications, Inc.Tel:
781-565-4627Email: kathryn.hickman@nuance.com
For EMEA PressVanessa RichterNuance Communications, Inc.Tel: +32
9 239 8031Email: vanessa.richter@nuance.com
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