For any customer engagement to function at scale, a highly robust workforce operation must be in place.
Efficient and effective customer engagement processes are becoming more and more important. But in order to create an efficient contact centre, enterprises need more than great technology – the agent workforce is just as important. That's why Nuance supports enterprises' workforce with the right tools and processes to manage and continuously improve a successful contact centre programme.
Nuance and Esurance work together to propel online sales growth and customer satisfaction.
Get it nowThe way customers engage with you has changed over recent years; the results they expect have not. Your agent workforce has to be able to serve your clients no matter what channel they use or what they ask.
Nuance workforce management capabilities as part of the Digital Engagement Platform improve contact centre effectiveness with a variety of intelligent algorithms, such as chat agent availability checks and message routing.
Nuance Agent Desktop for Live Chat enables your chat agents to take care of your customers. Intuitive tools and easily accessible information help them to be more efficient and to provide answers fast.
Nuance Supervisor Desktop for Live Chat assists your contact centre managers with real-time information. A customisable view of engagement insights and smart indicators ensures that the manager always has the back of their chat agents.
Whether you have your own chat agents or want us to take care of that, we have you covered. Our team's goal is to improve the programme performance and enable you with innovative technologies and processes. Extensive training before deployment and ongoing optimisation ensure your chat agents and their supervisors are equipped with everything they need to succeed.
Nuance automated and human-assisted technology, combined with optimisation of the chat agent programme, deliver real business results.
