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 centre
With Nuance as your systems integrator, you can eliminate the complexities of working with multi-vendor platform contact centre solutions. We can work with your existing infrastructure or with a new implementation – so your customers get the self-service experience they deserve.
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.
Nuance PRO is our established, unified process for delivering contact centre solutions. PRO addresses all phases of the project lifecycle – from defining business and functional requirements through design, development, testing, deployment and optimisation. 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 maximising your investment
Based on over 20 years of experience and thousands of contact centre solution deployments across the globe.
Addresses every stage of the development lifecycle, from defining and aligning requirements to optimising the solution.
Six-phase methodology, plus a consistent set of deliverables and checkpoints, ensures quality and minimises 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 optimised applications. Nuance Application Studio enables designers to focus on optimal design strategy – and not worry about artifact generation.
Optimised 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 centre 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 reduce development time so you can spend more time on design and QA.
Measuring and optimising the performance of your customer service solutions is critical to meeting your business objectives. The Nuance application reporting framework provides standardised 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.
Standardised 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.
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.