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.
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.
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.
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.
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.
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.
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.
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.