Nuance analytics – Transform data into action

Let your customer data speak to you

Nuance analytics help you transform data insights into action, so you can deliver a better customer experience and stronger business results.

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Your customers are talking. Are you listening?

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. 

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Speech analytics guide

Harnessing the Power of Speech Analytics guide

Learn how speech analytics improves contact centre efficiency and performance.

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Nuance analytics data sheet

Nuance analytics data sheet

Learn how to improve the customer experience and business results with multi-channel analytics.

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Benefits
A better customer experience

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.

Operational cost savings

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.

Improved efficiency, convenience and flexibility

Increase productivity by empowering employees with cross-channel insights from an integrated, user-friendly interface.

Stats

The power of data, loud and clear

82%

of online customer service interactions result in a phone conversation.

37%

of customers say they might stop doing business with a company after one bad IVR experience.

68%

of customers cite poor customer service as the reason they churn.

89%

of customers explore competitor options due to poor service.

Sources (left to right): Forrester, ZenDesk, Harris Interactive Customer Experience Impact Report, Five9

Features

Insights and analytics, intuitively delivered

User-friendly dashboard

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.

System flexibility

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.

Hosted and on-premise offerings

Nuance analytics put you in control. Choose from cloud-based, on-premise and hosted solutions to meet your specific needs and preferences.

Resources

Data sheet

Schedule a live demo and test drive to see our integrated analytics solutions in action.

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