More insight. Faster action. Better customer experiences.
Get crystal clear visibility in your contact centre
Your customers have more choices—and bigger demands—than ever before. To keep them coming back, you need to deliver personalised, effortless customer experiences. But to do that, you first need to understand what your customer interactions really look like, across every channel.
Nuance omni-channel reporting, monitoring, and analytics tools provide the real‑time visibility and insight you need to deliver the frustration‑free experiences customers demand while keeping contact centre costs down, boosting agent performance and operational efficiency and mitigating risk.
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Harnessing the Power of Speech Analytics guide (Open a new window)
Learn how speech analytics improves contact centre efficiency and performance.
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Nuance analytics data sheet (Open a new window)
Learn how to improve the customer experience and business results with multi-channel analytics.
Get it now(Open a new window)Nuance Insights for IVR
How do you keep your IVR performing at the highest level possible or use it to build customer loyalty and keep costs in line? Explore how Nuance Insights can help you optimize and visualize performance of your IVR with reporting tools and analytics that help you understand key metrics and changing usage trends.
Nuance Analytics
Understand every customer interaction
Nuance Analytics delivers sophisticated customer analytics to help you optimise experiences while reducing contact centre costs and risk. Our packaged, easily customisable solutions analyse 100% of customer interactions across all engagement channels to give you clear, visual insights into trends, outliers, opportunities and your most important contact centre KPIs.
Armed with actionable insights into the entire customer journey, you can make fast, confident decisions about the best ways to improve the customer experience and enhance contact centre efficiency. And with automated agent performance monitoring and scoring, you can build a high‑performing contact centre team and reduce compliance risk.
Nuance Insights
Make your IVR work harder
Nuance Insights provides IVR application performance monitoring and reporting, so you always know if your IVR is delivering the business value you need.
Advanced analytics and speech application reporting give you a powerful way to measure and improve IVR performance and ROI, get fast and actionable insights to the people who can make a difference, and minimize operational and data security risks.
Analytics use cases
Find your contact centre analytics use cases
How can analytics help your contact centre deliver better business outcomes?
From increasing contact centre efficiency and improving agent performance to minimising risk and protecting against fraud, there’s a broad range of proven use cases for customer interaction analytics.
And with the expertise and experience of our Professional Services team, we can help you customise omni‑channel analytics use cases for the specific needs of your organisation.
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