Implementing a best-in-class customer service solution does not end at go‑live. Keep your solutions performing at the highest levels and continue to reap the benefits.
Your business and your customers are constantly changing. New products, services, and marketing campaigns impact why, and how, your customers contact you. Customer expectations of technology solutions are also quickly shifting, so don’t let your customer service solutions fall behind. Stay ahead by continuously evolving and improving.
At Nuance, continuous optimisation is ingrained in the fabric of our process and we perform over 200 solution optimisations each year. It all starts with delivering intelligent customer service solutions that exceed current expectations of your customers and your business. Once launched, we quickly measure baseline performance against business expectations. Next, we perform a deep analysis, identify key opportunities for improvement and deploy enhancements. Finally, a continuous cycle of measurement, analysis and improvement is applied to guarantee optimal results over time. COS is not just for Nuance-deployed solutions — we can improve the performance of any customer service solution.
Our COS programme includes:
Nuance recently partnered with a top healthcare insurance provider to develop a common IVR solution across their legacy business and a newly acquired insurance provider. Upon launch of the combined speech and natural language customer service IVR solution, we entered into a 3-year Continuous Optimisation Service. Within the first 18 months:
enhancements implemented in six separate releases.
increase in call containments.
reduction in agent-to-agent transfers.
saved in contact centre service costs.