Automated, reliable reporting and analytics for IVR
Is your IVR application performing at its best?
Without the proper tools, it’s difficult to know exactly how your speech application is affecting your company’s customer satisfaction, efficiency and costs. But the impact interactive voice response (IVR) performance can have on your KPIs is huge.
Your net promoter score, your average handle times and your first‑call resolution rates all rely on how well your IVR is doing its job. That’s why you need effective analytics and reporting tools to monitor and optimise your IVR application. Nuance Insights delivers all that and more.
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Take this quick, 12‑question assessment to find out what you can do today to up‑level your IVR and deliver a better customer experience and lower cost‑to‑serve.
Take the assessment(Open a new window)Understand your IVR performance
Nuance Insights is the powerful, efficient way to measure how your IVR application is performing. With detailed analytics and reporting capabilities, delivered with best‑in‑class data visualisation, you can dig deep into how your call flows are working, make sure your IVR is interacting with callers effectively, and find out if your business is getting the ROI it needs.
Features
Comprehensive data. On any platform.
Out‑of‑the‑box reporting
Nuance Insights comes complete with pre‑built analytics and reporting functions, so you can get started right away or customise your own detailed reports that are unique to your business.
Deep and wide analysis
Drill into your data for detailed analysis of your IVR speech application at a granular level. And pull in data from multiple sources, so you can build an accurate, comprehensive picture of how your IVR is performing against your KPIs.
Flexible platform support
Nuance Insights is designed to work across any device or platform, so your teams can access the data and reports they need anywhere, at any time.
Rules‑based authorisation
Easily establish rules for who can access what. Nuance Insights guarantees security by allowing only those with the right permissions to see and analyse your data.
Benefits
Analyse, optimise and visualise
Maximise your ROI
Map your customer journeys from contact to resolution for end‑to‑end visibility. And measure your IVR’s performance against key metrics such as containment, average hold time and self‑service rates.
With near real‑time data that’s constantly updated and compared with historical data, you can track trends in call volume and duration, identify which requests are contained and which go to your live agents, and find out how many calls are resolved the first time. This will help you understand exactly where optimisation can help you drive more return on your investment.
Increase efficiency
Nuance Insights is designed to be fast, simple and user‑friendly, so you and your team can pull meaningful insights from your data immediately.
Powerful data visualisation tools on a customisable dashboard put key metrics directly in front of you, so you can identify areas where your IVR application is performing well and where it can improve. And you can adjust your strategy and workflows accordingly.
Minimise operational risk and ensure data privacy
Designed for reliability and security, Nuance Insights makes sure all your data is safe and accounted for.
With redundancies and component monitoring built in for high reliability, you can avoid the classic single point of failure. And with encryption and secure protocols in place, you know exactly where your data is being stored and how it’s being analysed.