System integrations

Integrate 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 enables you to expand and evolve with changing needs.

Take 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.

Benefits

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 invest

 

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.

Repeatable and consistent protocols across deliverables reduces development time 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.

What our customers are saying

CTI & agent desktop services

Enhancing the customer experience all the way to the agent

Our computer telephony integration (CTI) solutions make agents more efficient and reduce average handle time (AHT). Using our extensive systems integration experience, we'll unite 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.

Resources

Data sheets

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

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