Add the power of a natural, intuitive self-service conversational IVR that customers will actually use and prefer.
Consumers demand faster, simpler ways to engage with companies and resolve issues. Digital platforms like Web and mobile make it easy to self-serve, and these continue to raise customers’ expectations. However, call volumes remain high as the conversational interactive voice response (IVR) becomes the escalation channel for more complex issues, putting greater pressure on agents and contact centre costs.
Older touch tone- and directed dialogue-based interactive voice response (IVR) systems with complicated menu trees don’t meet the needs of today’s savvy consumers. It’s time to adapt to this new reality and strike a balance between meeting growing customer expectations and reducing operational costs.
Nuance Conversational Interactive Voice Response (IVR) enables human-like interactions that allow individuals to self-serve and successfully resolve issues within the IVR. It delivers an intuitive service experience that anticipates the caller’s needs and enables them to interact with the system naturally, in their own words. It creates an intelligent, personalised experience that feels like they’re speaking to a live agent.
Companies that offer a conversational IVR will reduce costs, provide better customer experiences and maximise return on investment.
Want proof? Check out our infographic – "Current State of the IVR" to see how companies that modernised their IVR perform 75% better in call intent determination.
Explore this guide to a successful omni-channel strategy and learn five ways to modernise your IVR.
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Conversational IVR case study portfolio
Read how four organisations modernised their conversational IVRs to drive improved customer satisfaction and cost control.
Get it nowCall centre executives need to reduce overall call centre costs (applications, infrastructure, people) while still meeting customer expectations. Nuance customers use intelligent technologies in the IVR to address this pressure and achieve the following key benefits:
In today’s digital world, consumers are able to quickly and easily shift their business to a competitor if they aren’t completely satisfied with the service an organisation provides. A conversational IVR system delivers an intuitive, self-service experience that consumers will use and offers the following specific benefits:
Businesses and executives make substantial investments in call centre solutions and need to make sure they deliver the right ROI. Nuance customers that invest in our Conversational IVR platform can see the following benefits:
Of people agree that if they could converse with the automated phone system as if it were a person, the experience would be improved.
Of people say that IVRs have too many menu options to remember.
A new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human-like interactions.
Advanced speech recognition based on Nuance Recognizer and Natural Language Understanding allows callers to speak naturally in their own words and accurately captures intent – increasing self‑service utilisation and success.
Call steering technologies get callers to the right place the first time – improving use of the automated system and reducing the need for live agents.
Match phone numbers with existing customer data to proactively identify callers and create a personalised experience that anticipates customer needs and proactively addresses issues – reducing time to completion and the need for a live agent.
Whether you want the flexibility of the cloud or prefer to manage the interactive voice response software yourself, Nuance offers both Nuance OnDemand and on‑premise solutions. Both deliver a full conversational IVR experience while allowing for maximum customer choice and flexibility.
Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimise your speech-enabled applications.
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