Integrating an intelligent
customer experience

The foundation of your customer service solution is built on many platforms. Intelligently connecting them with a focus on customer experience gives you the ability to expand and evolve with changing needs.

Taking the complexity out of the contact center

With Nuance as your systems integrator, you can eliminate the complexities of working with multi-vendor platform contact center solutions. We can work with your existing infrastructure or with a new implementation – so your customers get the self-service experience they deserve.

The benefits

Integration experience

Nuance has over 20 years of experience developing enterprise-level solutions that integrate seamlessly into your legacy and back-end systems using the latest integration technologies.

Established partnerships

Nuance maintains strategic partnerships with premier contact center vendors, including Avaya, Cisco and Genesys, helping us provide turn-key solutions incorporating their leading-edge technologies and platforms.

Proven delivery

The Nuance delivery system has been developed and honed by thousands of real-world deployments. Our processes and tools ensure quality, repeatability and on-time, on-budget delivery of all solutions.

Delivery System

Committed to high-quality, differentiated customer service

The Nuance delivery system is a collection of processes, methodologies and tools designed to increase efficiency and quality during every phase of the project lifecycle – resulting in solutions that meet business objectives, deliver an exceptional customer experience and lower costs.

View Nuance delivery system data sheet

Nuance PRO is our established, unified process for delivering contact center solutions. PRO addresses all phases of the project lifecycle – from defining business and functional requirements through design, development, testing, deployment and optimization. Combined with our team’s experience and leadership, Nuance PRO ensures consistent quality of deliverables when creating your customer service solutions, with an iterative methodology that refines each solution based on real customer input before launch. All with a focus on exceeding expectations and maximizing your investment.

Based on over 20 years of experience and thousands of contact center solution deployments across the globe.

Addresses every stage of the development lifecycle, from defining and aligning requirements to optimizing the solution.

Six-phase methodology, plus a consistent set of deliverables and checkpoints, ensures quality and minimizes risk.

The Nuance design framework is a unique combination of processes and tools used to automate and streamline design, allowing our designers to sketch early ideas, flows and wireframes, share prototypes with your team and fill in details iteratively over time. The framework is ideal for accelerated development and user-validated and optimized applications. Nuance Application Studio enables designers to focus on optimal design strategy – and not worry about artifact generation.

Optimized design process enables stakeholders to review design in prototyping mode before code is written.

Framework streamlines definition of user experience design in accordance with best practices to automate common tasks.

Accelerates development by automating code generation, QA test case creation and test execution.

The Nuance development framework accelerates development and testing of your contact center solutions by providing core services that perform most of the heavy lifting and by automating a significant amount of code creation.

Protects your investment by supporting open standards, simplifying code maintenance and complementing any third-party tools.

Limits risks of manually processed code development, by leveraging decades of intellectual property.

Reduces development time with repeatable and consistent protocols across deliverables so you can spend more time on design and QA.

Measuring and optimizing the performance of your customer service solutions is critical to meeting your business objectives. The Nuance application reporting framework provides standardized reporting and business analytics tools and services that deliver comprehensive insight into the end-to-end user experience – enabling you to identify opportunities for system performance and enhance customer interactions.

Standardized instrumentation and event logging produces the data required for reporting and analytics so experts can evaluate the performance of your solution.

High-level summary of trending reports focuses attention on areas of the user experience that require tuning.

Powerful custom business reports measure call volume statistics, containment rates, transaction success rates and more.

Optimized business views provide insight into application effectiveness, illustrate user experience and streamline decision-making.

CTI & Agent Desktop Services

Enhancing the customer experience all the way to the agent

Our computer telephony integration (CTI) solutions make your agents more efficient and reduce average handle time (AHT). Using our extensive systems integration experience, we'll tie together your routing, reporting and technology for an end-to-end customer experience you'll be proud to deliver. CTI solutions range from the basic integration of computer applications with telephony applications to complex solutions that dynamically route callers.

Our experience includes basic single-site inbound voice installs to multi-national, highly available intelligent routing for voice, email, mobile and web interactions. We're backed by strong working partnerships with key CTI providers like Avaya, Cisco and Genesys.

Routing solutions

Our skills-based and rules-based routing solutions use customer data and segmentation strategies to route callers to the most appropriate resource, whether a self-service application or agent skill group.

Reporting capabilities

Nuance can provide cradle-to-grave reporting capabilities that leverage data from back-end systems to analyze contact center operations, providing insight for improving resource management and your overall customer service solution.

Screen pop

During an agent transfer, present your agent with a screen pop of historical and real-time customer data from all contact center channels, improving the caller's experience and reducing AHT while giving the agent more time to upsell.

Enhanced agent experience

Consolidate to a single, unified, role-based agent desktop that will improve customer service. Our custom and unified desktop solutions shorten the time your agents spend navigating through multiple screens and applications, resulting in improved AHT.

Resources

Data sheets

Nuance delivery system
The Nuance Delivery System increases efficiency and quality throughout the entire contact center solution lifecycle, from design and development through deployment and optimization.

Nuance PRO
With over twenty years of practical experience developing contact center solutions, Nuance has established a proven delivery process, consisting of six unified and iterative phases.

CTI & Agent Desktop Services
Services that work together to provide the seamless, efficient, and personalized customer experience that callers expect.

The customer experience starts now. Learn how we can help you deliver through seamless systems integration.

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