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customer engagement
With decades of global experience in the telecommunications industry, Nuance is uniquely positioned to meet communication service providers' needs in a powerful, impactful way.
See why Nuance was chosen by 19 of the top 20 global carriers.
Saved annually in tier one carrier leveraging voice biometrics to thwart fraudsters
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Containment to the carrier app that allows customers to self-serve, happily
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Dollars in savings through ONE digital channel at a tier one carrier
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Of voice biometrics users saying it’s more convenient than using a password
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As a contact centre leader, you are faced with many unique challenges. It’s a very delicate balance of seamless engagement, agent training and satisfaction as well as optimising staff productivity all while maintaining the highest standards of service.
While voice interactions are a foundational element in all contact centres, introducing analytics for customer and company interactions can help strike the right balance between customer experience and operational efficiency.
Harnessing the Power of Speech Analytics
6 ways speech analytics improves contact
centre efficiency and performance.
The ROI of Digital Customer Engagement
8 examples of companies winning with virtual assistants and live chat
Customer Digital engagement channels, whether through self-service options like a virtual assistant or through the one‑on‑one personal attention of messaging, give customers the personalised, immediate assistance they want.
On their own, they deliver fast, contextual assistance while cutting the cost-to-serve and taking strain off the contact centre. But, the best experiences—the most satisfying, personalised and efficient ones—are delivered through a combination of self-service and human-assistance. That’s why forward-thinking organisations are increasingly opting for an integrated strategy, where messaging and virtual assistants work together seamlessly.
Make the right impression with next generation omni‑channel engagement solutions
Beyond increased speed and bandwidth, the massive undertaking by carriers and enterprises to deliver on the 5G promise has been years in the making and has required a complete shift in the way the network is architected. This effort has been mirrored by a similar transformation at Nuance to completely change how we deliver customer engagement; we call it Engagement AI. Engagement AI capitalises on Nuance’s heritage in leveraging artificial intelligence to make interactions with your customers effective, efficient, personalised, and productive.
Carriers and enterprises need access to a new generation of tools engineered to deliver an exceptional developer and designer experience for creating advanced conversational experiences.
Deutsche Telecom innovated customer experience with Nuance
Learn how voice biometrics delights German customers with quick and secure verification.
Customers increasingly demand frictionless authentication across all of the channels they engage with companies. Biometrics solutions have emerged as a means to providing frictionless authentication and have gained attention for their potential to streamline the digital customer experience and prevent fraud.
Enabled by the prevalence of web self-service and mobile applications, behavioural, fingerprint, facial, and retina are among the modalities used today to verify customer’s identities via digital channels. Voice biometrics is another modality and is an integral part of the way contact centres approach security in many parts of the world.
These unprecedented times create new challenges for contact centre and fraud leaders. More than ever, Nuance voice, behavioural and other biometric solutions deliver the security, speed and convenience that CSPs require and their customers love while preventing increased fraud attacks.
Biometrics in Telecom: Improving Customer Authentication and Fraud Prevention
Explore how a tier-one carrier used voice biometrics to combat fraud.
Nuance offers fully integrated custom solutions that enhance customer engagement while delivering the right content at the right time on the right channel. All to help you acquire and retain customers, protect their assets and increase brand trust. And all while improving the customer experience and reducing support costs.
Our digital solutions enable consumers to get their issues resolved immediately – by addressing their self-service needs using virtual assistants and supported by live chat for real-time and asynchronous conversations for any digital channel, such as the website, app, messaging platform, smart speaker, or the TV.
How do you improve customer satisfaction? Simple. Reduce the time that callers are on the phone by routing correctly to the right agent, or even resolving the issue without an agent. Conversational AI allows the IVR to listen, understand and respond to callers—allowing the system to anticipate needs, proactively provide information and rapidly resolve issues without engaging a live agent.
Automated outbound customer communication supports your customer care opportunities across text, voice, email and push channels. By proactively engaging customers through automation, you’ll lower the overall cost of outreach while increasing responsiveness and satisfaction. Reach your customers in the right way, right away.
Protecting your customers’ information is job number one. By easily authenticating their identity through state-of-the-art, multimodal biometrics (voice and facial recognition), you’ll make life easier for them—and tougher on fraudsters.
Across industries and geographies, Nuance is recognised for its innovative technologies that power CSPs to be more.
Get the most from your investments by engaging Nuance for professional services that transform technology into intelligent solutions. We’ve been working with leading communications providers for over 20 years. We know your business and your unique solution needs.
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