Support
Omni-channel
customer engagement
customer engagement
Nuance Customer Care solutions can help your business increase customer lifetime value and retain your customer base—all while reducing cost and churn. Welcome to digital customer service.
Let’s cut right to the chase: Nuance’s digital Customer Care solutions can cut your customer support costs by 25%. We deliver engagements powered by AI technology—and managed through field-tested best practices—to create a huge impact on your customer experience. Our solution enables your company to:
Nuance Customer Care solutions have delivered customer satisfaction scores above 80%—and we’re ready to help you achieve similar results.
Forrester: 2018 Customer Service Trends
Learn how automation, AI and human assistance are transforming customer engagement.
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McKinsey: Winning the expectations game in customer care white paper
Learn how to adapt your company’s customer engagement to meet rising expectations and capture loyalty.
Get it nowReady to simplify and streamline customer interactions? Answer questions faster by offering automated guides and virtual assistants that can help customers manage online accounts. Give IVR callers the option to engage in an immediate SMS chat. And add a human touch by seamlessly connecting any self‑service engagement to a live chat agent.
Customers move between devices and channels as they interact with your brand and they expect every touchpoint to feel the same. Maintain authentication and context across the entire journey with an omni‑channel platform that provides a comprehensive view of the customer experience—from IVR to SMS, virtual assistant to live chat—and informs agents about search behaviour and previous engagements.
Support your customer base by identifying moments where customers need assistance or show signs of confusion or frustration. Nurture relationships by recognising account growth opportunities or proactively engaging customers who show signs of churn. Then further increase retention by assuring the security of their identity when completing customer care tasks.
Nuance Analytics makes data actionable by applying collected information to help you engage with customers at the right time and on the right channel. Our professional business analytics team will work with you to refine and optimise your programmes over the long term, while AI technology continuously improves your automated and assisted experiences.
of customer relationships with an enterprise will be managed without human contact by 2020.
Source: Gartner
Our digital platform engages consumers via virtual assistants or live chat and can satisfy your customers’ self‑service needs through automated guides and multimedia content. All powered by AI—and supported by stellar professional services.
How do you improve customer satisfaction? Simple. Reduce the time that callers are on the phone by routing correctly to the right agent, or even by resolving the issue without an agent. Conversational AI allows the IVR to listen, understand and respond to callers—allowing the system to anticipate needs, proactively provide information and rapidly resolve issues without engaging a live agent.
Automated outbound customer communication supports your customer care opportunities across text, voice, email and push channels. By proactively engaging customers through automation, you’ll lower the overall cost of outreach while increasing responsiveness and satisfaction. Reach your customers in the right way, right away.
Protecting your customers’ information is job number one. By easily authenticating their identity through state‑of‑the‑art, multimodal biometrics (voice and facial recognition), you’ll make life easier for them—and tougher for fraudsters.
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