Omni-channel customer engagement

Omni-channel customer engagement, intelligently delivered

At Nuance, we’re deeply committed to transforming customer service into an experience that consumers love through customer engagement solutions powered by Artificial Intelligence (AI). Leading organisations worldwide rely on our intelligent systems to meet and exceed rising consumer expectations for instant access to intuitive and consistent service—from an ever-growing array of devices and across all channels and touchpoints. These systems leverage decades of innovation in speech, natural language and conversational AI to enable human-like interactions and omni-channel engagements that combine assisted and self-service. Whenever you need to achieve outcomes that satisfy customer demands, Nuance delivers.

Our omni-channel customer engagement platform includes solutions for customer acquisition and customer care. All enabled by digital, voice, outbound and biometric security products. All powered by AI. And all deployed by the industry’s largest global professional services team—offering unparalleled vision, deep industry expertise and a proven track record in delivering success to organisations like yours.

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McKinsey Research: Winning the Expectations Game

McKinsey: Winning the expectations game in customer care

Learn how to adapt your company’s customer engagement to meet rising expectations and capture loyalty.

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Opus Research: The Intelligence Assistance Playbook

Opus Research: The Intelligent Assistance Playbook

Learn how to integrate intelligent assistance and authentication into your self-service strategies.

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Forrester Research ranks Nuance No. 1 in chatbot / virtual assistant for enterprise customer service

Nuance intelligent virtual assistant Nina named a recommended product among ten chatbot vendors.

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Solutions

Turn potential customers into brand loyalists

Nuance Customer Acquisition solutions

Our customer acquisition solutions help market-leading brands convert online shoppers into buyers by improving conversion rates.

Nuance Customer Care solutions

Our customer care solutions help enterprises reduce interaction and operating costs while delivering brand-differentiating customer experiences.

Products

Engage your customers across touchpoints, channels and devices

Digital

Our digital customer engagement portfolio combines the best of automated and human-assisted engagements into one unified platform.

Voice

Our voice technologies power a range of IVR and speech-based solutions that increase customer self-service and drive operational efficiency.

Outbound

Our proactive engagement platform enables orchestrated and automated outbound communications across text, voice, email and push channels.

Security

Our biometric security solutions allows organisations to authenticate customers – robustly, naturally, seamlessly – while improving customer satisfaction.

Omni-channel evolution

How customer engagement has changed – for good

It’s a brave new world. New channels create new touchpoints and new opportunities to engage. All while consumer expectations soar. Nuance has leveraged our technology leadership in speech, Natural Language Understanding, conversational interfaces and AI to deliver solutions that enable your business to offer intuitive omni-channel experiences to customers – driving loyalty and increasing revenue while reducing operating expenses.

Stats

Your customers seek omni-channel engagement

90%

Of consumers want consistency across channels.

80%

Report receiving conflicting information between channels.

57%

Call when they can’t find what they need online.

Industry expertise

Your industry is our expertise.

For more than 20 years, Nuance has partnered with thousands of companies around the world. We take a results-focused approach to deliver customised solutions that solve your unique industry needs.

Financial services

Differentiate your business through unique personalisation, enhanced security and creative strategies – even in the face of regulatory challenges.

Healthcare

Achieve your goals – from improving adherence and outcomes to enrolling and retaining members - through cost-efficient, intelligent automation.

Telecommunications

Compete in today’s aggressive market by effectively and efficiently managing the consumer journey from account activation to accounts receivable.

Retail

Create a seamless branded experience across channels – from improving the online shopping experience to decreasing shopping basket abandonment.

Travel

Streamline the travel experience by providing easy access to reservations, schedules, itinerary changes and other service options.

Utilities

Deliver meaningful customer engagement across digital channels via intuitive self-service – beyond just payment reminders and outage alerts.

Government

Maximise ROI on taxpayer dollars while providing easy access to the services and information people need, when and where they need it.

Insurance

Use the right automated strategies to engage customers throughout their journey, from premium quotes to premium payments to the claims process.

Technologies

Powering the customer experience

Artificial Intelligence (AI)

Our AI-powered solutions recognise human speech and language, interpret the meaning of words and data and apply context and reasoning to each interaction.

Automatic Speech Recognition (ASR)

As the foundation of our automated self-service IVR and contact centre solutions, ASR enables customers to interact with systems just by using their voice.

Natural Language Understanding (NLU)

NLU delivers a more conversational, intelligent self-service experience by learning and adapting to a customer’s natural input.

Explore all technologies

Real-world results

An integrated strategy that really flies

Creating a holistic conversation with your customers delivers real results. After just five months of operating with an integrated, multi-channel customer service strategy, American Airlines reported positive passenger feedback and extraordinary results.

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Omni-channel customer engagement

For your customers, it’s all about the experience

Bring intelligence to life™