Top Independent Research Firm Names Nuance a Leader in Digital-First Customer Service
April 14 2020 - 7:05AM
Nuance ® Communications, Inc. (NASDAQ: NUAN) today announced
Forrester Research has identified the company as a Leader in “The
Forrester New Wave™: Digital-First Customer Service Solutions, Q2
2020” report1. In the report, Forrester recognizes Nuance for
“leading with conversational AI embedded in its digital suite,” and
gives the company a “differentiated” score in the Chatbots, Routing
and Queuing, Market Approach and Vision criteria. Nuance was also
noted for its global presence, mature professional services,
partner relationships and industry focus in financial services,
telecom, healthcare, travel and retail putting it in a position to
be best suited for enterprises with large global footprints and
high interaction volumes.
Nuance is repeatedly recognized for its technology leadership
including being named as a Leader providing “mission-critical,
enterprise-grade conversational AI,” in the “The Forrester New
Wave™: Conversational AI for Customer Service, Q2 2019” report.
For the Digital-First Customer Service Solutions report,
Forrester assessed 13 vendors, with Nuance recognized not only for
“outstripping its rivals with leading conversational AI for
chatbots,” but also its “mature agent desktop and supervisor
tooling to facilitate agent coaching and real-time adjustments to
the agent workforce.” The report is the result of an extensive
assessment by Forrester experts across vendors' current offerings,
strategy and market presence. According to Forrester,
“digital-first solutions can help understand customer behavior and
intent and deliver highly contextual experiences – reactively and
proactively – based on friction points they detect in customer
journeys.”
Forrester also reached out to Nuance customers for feedback as
part of the evaluation and those that responded noted how they
value their strategic partnership with Nuance and the company’s
ability to execute. “Our relationship [with Nuance] goes beyond a
customer-vendor partnership,” said one Nuance customer quoted in
the report. “They are engaged with us in problem solving and
planning activities and are viewed as an integral part of our
team.”
“Leading brands and enterprises have proven the superiority of a
digital-first, automation-first strategy. Digital-first is
important but without the best conversational AI automation it does
not scale. Automation ensures the best levels of customer
satisfaction, reduced costs and increased revenue. Nuance is unique
in having believed in this combination for over a decade, providing
us with the technology, experience and global reach to best serve
our customers. Equally important, with over $500M in revenue and
consistent profitability, we can invest rapidly to deliver and
innovate,” said Robert Weideman, Executive Vice President &
General Manager, Nuance Enterprise Division.
Nuance Intelligent Engagement solutions process over 31 billion
customer interactions a year, across a wide range of messaging,
digital and voice channels. Of those, 29 billion are automated by
Nuance AI and 16 billion support omnichannel digital messaging.
Nuance supports live, virtual and asynchronous engagement using AI
to automate for the consumer, the agent and backend applications.
More than an estimated $3B is saved each year through Nuance
solutions that allow organizations to increase
first-contact-resolution rates and reduce agent labor and handle
time.
For more information about Nuance’s Intelligent Engagement
platform click here.
1 The Forrester New Wave™: Digital-First Customer Service
Solutions, Q2 2020, Forrester Research, Inc., April 13, 2020
About Nuance Communications,
Inc.Nuance Communications (NASDAQ: NUAN) is the
pioneer and leader in conversational AI innovations that bring
intelligence to everyday work and life. The company delivers
solutions that understand, analyze, and respond to people –
amplifying human intelligence to increase productivity and
security. With decades of domain and AI expertise, Nuance works
with thousands of organizations globally across healthcare,
financial services, telecommunications, government, 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.
For more information, press only Katie Byrne,
(781)-565-5290, Katie.byrne@nuance.com
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