Get customers to the right place. First time, every time.
Nuance Call Steering creates streamlined, intuitive IVR experiences that shorten call times, increase customer satisfaction, and improve contact centre metrics.
Get callers where they need to go, faster with intuitive IVR routing.
Create seamless IVR experiences
Nuance Call Steering greets customers with a personalised message, or a simple “How can I help you?”, and allows them to describe their needs in their own words.
Using advanced Natural Language Understanding (NLU) capabilities, Call Steering recognises the customer’s intent and automatically navigates them to the most appropriate service area—creating faster, more convenient experiences for customers, and reducing the need for agent-assisted transfers.
Benefits
Convenient IVR navigation that delights customers
Nuance Call Steering acts as the front door to your Conversational IVR to simplify navigation, accelerate resolution, and free up agents to handle complex cases.
Eliminate lengthy and complicated IVR menus and offer customers a simple, intuitive experience that guides them to the right destination using their natural speech.
Lower costs by shortening call times, reducing the number of misrouted calls, eliminating the need for agent‑assisted transfers, and improving overall call automation rates.
Consolidate your customer service phone numbers into one self‑service application that simplifies the engagement experience for your customers.
Personalise and optimise your IVR application without relying on an external vendor, using our conversational AI tooling platform, Nuance Mix.
of customers directed to right agent
reduction in misroutes
increase in agent availability
Features
What you get with Nuance Call Steering
Make IVR navigation an effortless experience.
Nuance Call Steering combines our proven NLU and conversational AI capabilities to create convenient and seamless IVR experiences.
Nuance technology identifies unrecognised inputs and applies the learning across all dialogue in your IVR, significantly improving intent recognition accuracy.
Take ownership of your IVR application with the ability to make personalisations and tweaks without relying on an external vendor.
Deploy a complete, conversational IVR experience wherever you want to, whether it’s on‑premises, in our cloud, in a third‑party cloud, or in a hybrid environment.
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