Strategy Development Services

• Enterprise Voice Strategy
  For enterprises looking to develop an enterprise-wide action plan for building new caller interaction solutions and enhancing existing speech and DTMF applications, this consulting engagement uses detailed deployment data to help customers make informed decisions based on rigorous ROI analysis, ensuring that strategies are aligned with key corporate initiatives and customer needs, and that barriers and risks are identified.
• Voice Identity Program
  For enterprises who wish to communicate their corporate brand effectively through telephony channels, this consulting engagement enables customers to quantify typically qualitative exercises (branding and voice casting) and deliver a consistently branded interaction across all phone-based interactions.
• Solution Blueprint
  For contact centers who wish to evaluate benefits and implementation strategies for new applications, redesign, expansion, technology upgrades for a particular set of applications. Specific blueprints include:
  • Security Blueprint - Evaluate benefits, risks, expected adoption rates, infrastructure requirements, etc. of different approaches to enhancing security over the phone, including biometric verification
  • Call Steering Blueprint - Evaluate benefits, risks, and expected performance levels of different approaches to routing, including call steering, speech menus, menu bias based on personal information, and extending to other areas i.e., routing rules, skills groups, and agent training
• Launch Support
  For organizations who have recently invested in self-service solutions and want to maximize user adoption, our customized marketing planning workshop engages key client stakeholders and uses the unique insights and experience Nuance has gathered through thousands of self-service deployments to develop a comprehensive marketing launch plan which is crucial for user adoption and meeting business goals.

Implementation Services

• Caller Interaction Services (Speech, DTMF, SMS)
  For companies who want efficient, high-quality service solutions that boost contact center performance while delivering an enhanced caller experience, Nuance Professional Services offers Caller Interaction Services that span solution design, development, and delivery. Nuance employs speech technologies, DTMF and SMS to craft effective caller experiences for the IVR.

Solution Lifecycle Services

• Solution Maintenance & Optimization (Tuning)
  For Nuance Professional Services customers, especially those new to speech-enabled services or whose applications are mission-critical or complex, who require close support to ensure their investment is operating at peak performance, Speech Solution Maintenance & Optimization is offered as an annual contract.
• Nuance Care Analytics
  For organizations seeking greater visibility into and improvement in contact center performance, Nuance Care Analytics synthesizes multiple data points to provide clear, data- and experience-driven optimization plans.
• Business Performance Optimization
  For enterprises who aim to achieve continued return on their caller interaction solution investments – this consulting engagement enables customers to get the most of their technology investments by providing visibility on existing system performance and delivering actionable improvements for enhanced performance.