Nuance Recognized as Leader in Intelligent Customer Engagement at 13th Annual Stevie Awards for Sales & Customer Service
March 04 2019 - 8:00AM
Nuance Communications, Inc. today announced its products and
customer deployments were recognized for innovation and excellence
at the 2019 Stevie Awards for Sales & Customer Service. Taking
home several awards, Nuance, the pioneer and leader in
conversational AI, reinforced its unparalleled expertise in
delivering customer solutions that meet the needs of today’s
enterprises, and drive impactful return on investment.
Nuance and its customers were honored with the following 2019
Stevie Awards for Sales & Customer Service at the February 22nd
gala held in Las Vegas, Nevada:
Nuance and Esurance – Gold, Award for Innovation in
Customer Service, Financial Services.Esurance turned to
Nuance to help it drive its customer support and customer
acquisition via the Nuance Customer Engagement Platform, which
seamlessly combines automated and human-assisted engagements in
digital channels. After deployment, live chat generated incremental
revenue of $4.4 million in Q3 FY18 and live chat customer
satisfaction of 86%+.
Nuance and RBS Group – Silver, Best Return on Customer
Service Investment. RBS Group, which serves 19 million
customers across 12 brands, has been working with Nuance to further
enhance existing security systems to help mitigate fraudulent
activities aimed at its call center, an important customer service
channel for the bank. In less than a year’s time, RBS has used the
system to screen 18 million inbound calls and the system has helped
detect thousands of suspicious calls, matching them to known
fraudsters’ voices with a high degree of accuracy.
Nuance Security Suite – Silver, Contact Center Solution
New Version. Nuance’s state-of-the-art biometric security
solution for fraud prevention and authentication leverages third
generation deep neural networks (DNNs) and advanced AI algorithms
to detect anomalies in an interaction. By deploying the solution,
enterprises see huge savings by curbing fraud, decreasing call
times and increasing customer satisfaction.
The Modern Voice: Nuance’s AI-powered Engine for
Conversational Dialog – Silver, New Contact Center
Solution. The Modern Voice experience combines AI‑powered,
enterprise-grade speech technologies to enable automated,
intelligent, contextual conversations that feel almost human.
Foundational to Nuance’s Customer Engagement Platform, the Modern
Voice leverages deep neural networks and advanced language science,
enabling brands to rapidly design, develop and deploy
speech-enabled applications.
Nuance, A5 and Oi – Bronze, IVR or Web Solution, New
Version. Oi tapped Nuance Conversational IVR to improve
customer satisfaction rates and comply with government regulations,
offering an option to reach an operator/agent for every call in the
first menu. After deploying with Nuance, Oi was able to quickly
understand what customers were looking for as soon as they called
in and get them to the right person, reducing call misrouting by
20% and increasing the automation rate by 50%, all while improving
customer satisfaction.
“All of the Stevie Award winners should be very proud of their
achievements. Independent professionals around the world have
agreed that their accomplishments are worthy of public
recognition,” said Stevie Awards President and founder, Michael
Gallagher.
“No matter the industry, impeccable customer care is at the
heart of every successful company," said Robert Weideman, executive
vice president and general manager, Enterprise Division, Nuance.
“Our valued customers who have set the gold standard in
implementing our AI solutions, have achieved this and so much
more—and in doing so, shine a spotlight on the power of our
technology. We are proud to be recognized for our approach to
innovation and customer ROI."
The Stevie Awards for Sales & Customer Service are the
world’s top honors for customer service, contact center, business
development and sales professionals. More than 2,700 nominations
from organizations of all sizes, in virtually every industry, in 45
nations were evaluated in this year’s competition. Finalists were
determined by the average scores of more than 150 professionals
worldwide in seven specialized judging committees.
Details about the Stevie Awards for Sales & Customer Service
and the list of Stevie winners in all categories are available at
www.stevieawards.com/sales.
About the Stevie Awards Stevie Awards are
conferred in seven programs: the Asia-Pacific Stevie Awards, the
German Stevie Awards, The American Business Awards®, The
International Business Awards®, the Stevie Awards for Great
Employers, the Stevie Awards for Women in Business and the Stevie
Awards for Sales & Customer Service. Stevie Awards competitions
receive more than 12,000 entries each year from organizations in
more than 70 nations. Honoring organizations of all types and sizes
and the people behind them, the Stevies recognize outstanding
performances in the workplace worldwide. Learn more about the
Stevie Awards at www.StevieAwards.com.
About Nuance Communications,
Inc.Nuance Communications, Inc. (NASDAQ: NUAN) is
the pioneer and leader in conversational 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
Katie ByrneNuance Communications, Inc.Tel:
781-565-5000Email: katie.byrne@nuance.com
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