Training

 
Course Description

Implementing Nuance Call Steering Portal Solutions

Applications developed with Nuance Call Steering Portal (NCSP) provide a natural-language interface to a call center, enhancing caller experience by responding accurately to callers’ needs and routing them directly to the destinations they request, whether a relevant automated system or a personal agent. This course guides participants through the process of using the hosted NCSP to create the entire set of files needed to generate a successful caller experience: prompt scripts, grammars, and routing destinations. Combining the NCSP with knowledge of Nuance grammar syntax and grammar development tools as well as Nuance tuning tools, you can develop and maintain a successful call routing solution specific to your company's requirements.

Objectives
Upon successful completion of this class, participants should be able to:
  • Explain the end-to-end process of delivering a Nuance Call Steering Portal solution
  • Access Nuance Call Steering Portal
  • Describe the production environment (Nuance Speech Server, Nuance Recognizer 9, web server, VXML browser, Nuance Management Station, licensing, Nuance Application Reporting)
  • Deploy the template application for data collection
  • Set up Management Station to collect logs and caller audio files
  • Verify sentence grouping and assign caller intent (a two phase process)
  • Configure the application's responses to caller input
  • Define application-specific configuration settings, including prompting
  • Explain what synonyms should be added to disambiguation grammars
  • Deploy the updated template application for runtime
  • Validate business benefit using provided reports
Audience
  • Partners who deploy and provide first tier support for customer routing solutings using Nuance Call Steering Portal
  • Partner team members preparing for the Certification Exam - Nuance Call Steering Portal
Outline
Module 1 – Nuance Call Steering Portal Solution Process
Module 2 – Navigating Nuance Call Steering Portal
Module 3 – Data Collection
Module 4 – Data Import
Module 5 – Transcription
Module 6 – Assigning Caller Intent
Module 7 – Defining Dialog
Module 8 – Generating Grammars and Prompt List
Module 9 – Optimizing Grammar Performance
Module 10 – Deploying the Updated Application
Module 11 – Reporting
Prerequisites
The following classes provide information vital to succcessful implementation of a call steering project. Comparable experience may be substituted, but please discuss this with Nuance University directly.
  • QuickStart Package: Introduction to Networked Customer Care
  • Developing Speech Grammars: GrXML Format
  • Application Tuning and Analytics with Nuance Tools (Nuance Tune and Nuance Application Reporting)
Price
CoursePrice: 1998 USD For classes outside of North America, prices should be converted to Euros or British Pounds, when appropriate.
Please see below for the price of each class scheduled, or see our pricing discussion under FAQs
Duration
4 Days
Package Information
Development: Call Steering   
Available Dates

No Classes with Open status

Contact us for scheduling this class.