Employee Productivity Suite

While organizations increase their focus on the customer experience, Nuance understands that employee productivity gains remain a vital metric of success. Our Suite of Speech Based Employee Productivity Solutions enable organizations to improve employee self sufficiency and productivity, whether it’s business as usual or in a crisis situation, while reducing I.T. and telecommunication costs.

Employee Productivity Suite – Internal Dialer/Auto Attendant (AA)/ OpenSpeech Attendant (OSA)

Nuance’s Directory Services modules enable employees and customers alike to reach anyone in an organization by simply saying their name. Employees and customers will no longer need to fumble with a key pad to spell out a name, or reach the company operator to complete a call. Over 30 % of calls to a company operator are from employees wanting to reach one another – the Nuance Internal Dialer removes the need for operators to transfer internal calls thereby reducing operator staffing costs while increasing employee productivity.

Configured as an Auto Attendant, this also allows for the receiving of calls from outside customers. Organizations benefit from reduced operator staffing, improved company image and enhanced caller experience. Configured as OSA, this allows organizations to leverage their investment in an IVR platform by providing a speech based Auto Attendant application using VXML.

Employee Productivity Suite (EPS) – Emergency Notification (EN)

Nuance’s Emergency Notification System (EN) Module enables an organization to automatically and rapidly contact designated people (up to thousands) in the event of an emergency or significant event. A broadcast can be initiated from any telephone, using speech commands, anywhere in the world, at any time.

Combined with the Employee Productivity Suite (EPS) Emergency Notification can be used to rapidly notify employees, public safety officials, suppliers, customers, local government, media and law enforcement officials in response to crisis or emergency, all through the power of voice commands.

Employee Productivity Suite (EPS) – Automatic Password Reset

According to the Gartner Group, approximately 30% of calls to the IT help-desk are password related, and manual password resets cost an average of $10 to $13 each. These labor cost savings create a strong ROI. Using Speech also adds high value relative to security as manual / PIN based resets are not very secure in comparison.

Nuance’s Automated Password Reset (APR) Module enables employees to reset their own passwords over the telephone, using speech commands, in significantly less time than it would take to involve a live IT help desk agent. APR is a fully automated process by which employees can personally change their passwords—24x7—without IT team or other assistance which saves organizations tens or even hundreds of thousands of dollars each year.

Agent Wrap Up

For contact centers with 100 agents or more, Nuance Agent Wrap-up with Dragon Naturally Speaking Contact Center is the desktop speech recognition software that saves money by improving the performance of contact center agents.

Nuance Agent Wrap-up with Dragon Naturally Speaking Contact Center, is the first Care solution to take advantage of Nuances’ desktop product line. The concept is quite simple: contact center agents can be more productive by using speech recognition software to help them complete their call wrap-up notes. It’s pretty powerful – agents aren’t just dictating their notes, they’re also using voice commands to quickly fill out drop-down menus and other information fields.

Agent Wrap Up – Agent Voice Assist (AVA) From Convergys

And, for those not able to deploy Nuance’s desktop solution – Dragon Naturally Speaking Contact Center – AVA uses a client server model where all recognition happens off the operator’s VoIP connection with a push-to-talk button and goes to back-end servers to do the recognition instead of relying on a client machine.

Mobile Enterprise

By providing mobile workers with rich multimodal options, Nuance Mobile Enterprise allows mobile workers to spend more time on their core competencies – selling or working instead of dealing with administrative tasks. This results in higher productivity and increased revenue for their employers.

According to Aberdeen Group, enterprises are losing 18% of revenue and 27% of productivity every year due to the increasing mobility of the workforce. Nuance Mobile Enterprise allows mobile workers to interact with their mobile applications using natural, conversational speech – eliminating cumbersome keyboard entry and its associated errors. Mobile workers complete their job faster, safer and more accurately - even while they are driving – they can input any data such as sales leads, product order, inventory updates, meeting notes by speaking to their wireless devices.