Nuance analytics help you transform data insights into action, so you can deliver a better customer experience and stronger business results.
To truly understand the customer journey, you need insights across all channels. Without robust analytics, it’s easy to miss feedback hidden in contact centre conversations and interactions. These vital insights can guide efforts to increase operational efficiency, reduce churn, manage risk and compliance, and improve the customer experience.
Nuance analytics solutions – ranging from speech analytics to full voice of the customer and customer journey analytics – can identify important customer behaviours that impact your business. Our packaged solutions measure and monitor operations within your channels, uncovering opportunities to improve contact centre performance and reduce costs.
Improve visibility and actively monitor and measure the performance of your IVR and agent interactions – all to enhance the customer experience and increase customer satisfaction.
Take swift action on insights to simplify customer service operations, increase automation and agent effectiveness, and reduce costs. All while improving KPIs across the contact centre.
Increase productivity by empowering employees with cross-channel insights from an integrated, user-friendly interface.
of online customer service interactions result in a phone conversation.
of customers say they might stop doing business with a company after one bad IVR experience.
of customers cite poor customer service as the reason they churn.
of customers explore competitor options due to poor service.
Sources (left to right): Forrester, ZenDesk, Harris Interactive Customer Experience Impact Report, Five9
Efficiently view trends, manage data and drill down into cross-channel insights – all from a single, integrated dashboard that can be fully configured and customised for your KPIs of interest.
Our APIs enable maximum flexibility. Manage cross-channel contact centre insights from the system of your choice, from Tableau to your CRM or EDW for further analysis to our customer journey platform.
Nuance analytics put you in control. Choose from cloud-based, on-premise and hosted solutions to meet your specific needs and preferences.