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Self service voice and IVR customer experience solutions

Unleash the power of The Modern Voice for powerful customer service.

Nuance market-leading voice solutions offer AI‑powered, enterprise‑grade speech technologies that enable your organisation to create interactive voice response (IVR) and speech solutions that feel almost human.

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Start a conversation with your customers

The importance of speech technologies for customer service rises every day. There are new ways to use the power of voice to engage organisations—for questions, ordering products, checking delivery dates—all of which boost customer satisfaction. And people still love to talk directly to an agent to resolve important or complex issues. That’s why many leading organisations are working with Nuance to create powerful and effective interactive voice response and speech-based solutions that increase customer self-service, meet customer demands and drive operational efficiency. Are you ready to start talking?

Learn how The Modern Voice is redefining the ways brands engage with customers through conversational AI.

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AI Voice Recognition Systems Nuance

How Disruption Can Transform Voice Channels white paper

Discover the state of the world's IVRs at the start of 2020—and how disruption can drive positive change.

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AI Voice Recognition Systems Nuance

Voice Reimagined white paper

Read how AI is delivering a modern voice experience—in the IVR and beyond

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Reaching new heights in self‑service

Nuance voice solutions enhance the customer experience while enabling companies to reduce call centre costs. See how American Airlines (US Airways) reaches new heights in customer service with a fast, personalised self-service IVR system.

  • At the heart of it, customers want an airline to deliver them to their destination safely, on time, with their bags, with a clean and working airline, and with good service recovery when things go wrong. They also want customer service that is both consistent but yet personalised to each individual traveler’s needs. We’re very focused now on the broader experience so understanding what a customer wants and needs from the time they decide to travel to the time that they’re fulfilling their trip all the way to the end. The IVR, or interactive voice response system that we had was very old and it was very disjointed. Customers could hear nine different voices depending what path they went down. Some of our applications were speech enabled and some others weren’t. So we viewed building an IVR not only as an opportunity to improve efficiency for the call center but also to offer a smoother experience for our customers. We were excited to partner with Nuance to build cutting edge technology that was going to deliver something that no other airline had to offer. That a customer could call and interact with a natural language user interface and have a conversation with a machine that would feel very much like they were talking to one of our own agents.
  • Our choice of Nuance was really based on a lot of things. They weren’t the least expensive, but they offered the most return on investment from a quality standpoint and from a future technology standpoint. I was very committed to choosing a hosted platform because I wanted to make sure that the platform in which our system operated was consistently reliable and would be updated with the newest technology without necessarily having to make those investments myself. It was just much, much more convenient for us to not have to maintain that environment, and knowing we had a partner who was able to do that very well.
  • What we’re experiencing today is that agents are handling 5% less calls than they did before the Nuance IVR which is a tremendous savings. Since we’ve implemented, we really haven’t had any technical hiccups at all. We’ve also gotten great customer feedback. Our customers like interacting with our new system. I’ve heard people that have been here a long time, say that it was the best run project that we’ve had in 20 years. Everyone works as one team and they’re part of our US Airways family. They bring us ideas and they bring us the latest technology that they have available and sometimes it’s something we don’t even ask for and they come let us show you this. And because of that partnership, I’m confident that we’re going to be able to remain on the cutting edge of self‑service technology that we offer to our customers.

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Catalyst for CX Success

Insights and resources on how organisations can better manage customer engagement amid disruption—and beyond.

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Technologies

Accurate, intuitive and innovative. Naturally.

Nuance has offered innovative speech technologies for over 20 years, and we’re ready to help your business deliver better customer service.

Natural language‑based speech recognition

Advanced speech recognition, based on Nuance Recognizer and Natural Language Understanding, accurately captures intent when callers speak naturally in their own words, increasing self-service utilisation—and success.

Intuitive call steering

Call steering technologies direct callers to the right place the first time—improving use of your automated system and reducing need for live agents.

Powerful Text-to-Speech engine

Nuance Text-to-Speech technology promotes a rich, engaging and personalised user experience with high-quality audio that can be tailored to any customer service application.

IVR to Digital

Sometimes a live agent isn't the most efficient way to resolve an issue. IVR to Digital helps move callers seamlessly to a digital experience.

IVR Tooling Suite

Nuance IVR Tooling Suite helps organisations use the same market-leading tools as Nuance to design, develop, test, and maintain their IVR applications.

Analytics

Nuance analytics helps organisations turn data into actionable insights, to improve the customer experience, increase contact centre efficiency, reduce compliance risk and more.

Why Nuance

Improved customer experiences

Today’s digital world means consumers can quickly shift their business to a competitor if they’re unsatisfied with your service. With Nuance voice technologies, you can create compelling IVR and voice solutions that deliver intuitive, self-service experiences your customers will love.

Reduced operational costs

Nuance can help your call centre reduce costs—applications, infrastructure, people—while still meeting customer expectations. Our intelligent voice technologies in the IVR drive efficiencies across your entire operation.

Minimised TCO meets maximised ROI

Partnering with Nuance on a conversational IVR platform is a smart technology investment for your call centre—and one that delivers a significant return for your business and executives.

Capabilities

Voice solutions deliver, loud and clear

Whether your business needs a full natural language-based IVR or more traditional speech-enabled solutions, we can help. Nuance meets the demands of enterprise with solutions for Automatic Speech Recognition (ASR), Text-to-Speech (TTS), natural language-based call steering and IVR to Digital.

For your customers
  • Increase customer satisfaction, NPS scores and loyalty.
  • Gain a positively differentiated brand perception.
  • Develop a consistent customer experience across multiple channels.
For your operations
  • Improve automation metrics (containment, misroutes) through increased self-service IVR use and effectiveness.
  • Decrease call centre cost metrics (cost per transaction, AHT) through improved call resolution and deflection.
  • Gain greater contact centre efficiency through improved agent utilisation and reduced labor expense.
For your long-term ROI
  • Streamline costs and investments with technology and support for multiple channels and existing systems.
  • Optimise interactive voice response solutions over time through insights that increase efficiency and ROI.
  • Simplify operations and investments by growing with one market leader.
Stats

Recognising the demand for voice and speech

67%

of customers had a live conversation with a customer service representative or agent via telephone in 2016.

“2017 Customer Service Trends: Operations Become Smarter and More Strategic.”
Kate Leggett. Forrester.

20 years

Nuance is a leader in the speech industry, with over 20 years of experience in recognition, translation and Text‑to‑Speech capabilities.

Resources

Infographic
  • 2020: The world’s voice channels weren’t ready
    For many contact centres, 2020 has brought record call volumes and diminished capacity. In such times, a flexible, full-featured IVR can be a huge advantage. But our research suggests the world’s voice channels weren’t ready.
Demo
  • Text-to-Speech demo
    Try Text-to-Speech for yourself, and hear how natural and fluid Nuance’s synthesised speech can sound.
Blog posts
  • Voice is alive and well
    With all the buzz around multi-channel customer engagement, voice sits squarely in the middle of the entire interaction. In fact, many other technologies are marrying their products with the capability of voice and seeing remarkable results.
  • Keto or Atkins? IVR or Voice bots?
    Voice is everywhere now thanks to its increased usage in our homes, cars, and TVs. This renewed interest is leading many people to come up with new words or phrases to describe similar technologies.
White papers
Data sheet
Video
  • Amtrak
    Hear Amtrak’s vision for their contact centre, how speech automation has transformed their customer service organisation and how their 10‑year partnership with Nuance has impacted customer experience and operations.
On-demand webinar

Ready to hear how Nuance can help your organisation create better IVR and voice solutions? Let’s talk.

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