Step up to the most advanced cloud‑based customer service platform
A flexible IVR solution you can count on
Today life moves at a faster pace, and customers continually expect more. At the same time, businesses are under constant pressure to innovate, to keep up with emerging technologies and trends, and to continuously improve the customer experience—without increasing costs.
Success lies in a robust, flexible cloud infrastructure. Nuance Cloud IVR is a cloud‑based platform that offers natural, human‑like interactions that deliver differentiated customer experiences while giving organisations increased flexibility, faster time to market, and reduced operational expenses. Building on the Nuance Intelligent Engagement Cloud, Nuance Cloud IVR combines the latest in our natural, conversational AI technologies with a powerful cloud platform for a powerful, end‑to‑end solution.
Hosted IVR: 4 Things You'll Gain By Moving To The Cloud eBook
As uncomfortable as shedding IVR equipment operations might be for some companies, the advantages of hosted IVR to both callers and the bottom line simply can't be ignored.
Get it now(pdf. Open a new window)
Acer America case study
Read how Acer America drove service improvements with natural language speech using Nuance’s hosted IVR platform.
Get it now(pdf. Open a new window)Discover the benefits of the cloud
Learn how Nuance Cloud IVR offers natural, human‑like interactions while helping your organisation unlock the benefits of a hosted platform.
Benefits
Cloud computing eliminates the capital expense of building and maintaining server infrastructure, shifts support costs, and allows you to pay incrementally only for services used.
Utilising cloud services allow organisations to more quickly adjust to changing demand while their employees focus on projects that move the business forward.
Shorten project timelines and create a more predictable time‑to‑market by eliminating server and software provisioning, giving you the competitive advantage you need.
Features
Delivering cloud essentials for over a decade
With our long‑term experience providing hosted IVR services for many of the world’s top brands, Nuance provides the operational agility required to meet the growing demands for exceptional customer experience while delivering security and reliability for peace of mind.
While the need for consistent service availability remains a priority, the need to protect sensitive data has become mission critical. Is it possible to get both from a single vendor? It is.
Nuance Cloud IVR is fully secure—proactively addressing privacy, confidentiality, authentication, integrity, non‑repudiation, access control, and communication security. We operate in geographically redundant SAS 70 certified data centres as well as cloud providers like Microsoft and Google, which adhere to, are in compliance with, and/or are certified according to stringent security standards, including SOX, ISO 27k, Level 1 PCI-DSS, and HIPAA.
Our stringent level of security and guaranteed performance provides peace of mind and confidence to focus on strategies that will accelerate your growth and success. We regularly submit to client audits, most recently for the US government and six of the top ten US financial services companies. But security alone won’t move your business forward. Nuance also offers Service Level Agreements for availability, for the delivery of a specified number of messages, and within a predefined timeframe.
In many cases, the cost and effort required to keep pace with innovation is beyond your IT team’s capacity or not core to your business. Upgrades offering new functionality, improved speed, or enhanced security may not be practical, delaying the benefits your organisation needs to compete.
With Nuance Cloud IVR, you benefit from technology advances on an ongoing basis. As soon as a new or enhanced feature appears in the platform, you can begin using it. With our IVR hosted platform, customers often benefit 12+ months in advance and can realise 20‑30% performance improvement.
Put the latest tools for improving customer experience to work for you. Nuance Cloud IVR reduces the pressure on IT and gives your organisation the productivity tools and customer self-service IVR solutions needed to satisfy customers again and again.
Offering outstanding customer experiences in a dynamic business environment requires both the ability to seamlessly integrate legacy IT infrastructure and rapidly scale service based on demand. Yet existing systems are often too fragile or outdated to incorporate cloud and web‑based services.
Nuance Cloud IVR offers open, flexible APIs that minimise integration complexity—simplifying the process of connecting to multiple back office and call centre systems on‑premise, including ACD, CTI, and CRM solutions. Our hosted self‑service platform boasts proven integrations with every major telephony provider and provides guaranteed levels of performance.
Nuance Cloud IVR also provides the ability to adapt quickly to demanding workloads, whether expanding your service footprint or responding to an unplanned event. Automatically scale up without lengthy change orders, set‑up times, or delays, then scale down if traffic subsides. You pay only for what you use—providing the nimbleness your service operation needs to meet growing customer demands and increased competition.
In a resource-constrained business environment—when you’re being asked to do more with less—you need the ability to easily evaluate performance, quickly make decisions and effectively communicate across your organisation.
Nuance OnDemand combines access to the data you need with tools to view, analyse, and share meaningful results. Dashboards monitor interaction metrics, clearly surfacing any volume or performance variance. Call and campaign effectiveness is revealed through standard or custom‑designed reports that include additional data for deeper analysis. Terminology and formats are configured to create meaningful, easy‑to‑share evaluations.
In‑depth analysis reveals the insights required to optimise customer self‑service IVR experience and increase ROI. Meanwhile, automated monitoring and intuitive dashboards improve your operational efficiency.
Interactions per year
Applications since 2000
Support when you need it
With Nuance Cloud IVR, you gain the full expertise of the largest professional services organisation in the world. Our team is focused on evolving self‑service customer care. And with over a decade of experience across all industries, we have the historical data and best practises to deliver customer self‑service IVR solutions that will set you apart while reducing costs.
Explore professional servicesResources
Discover how Nuance Cloud IVR transforms how companies do business—from the customer experiences solutions they offer to the agility of internal operations.
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Hosted IVR: 4 things you'll gain by moving to the cloud(pdf. Open a new window)
As uncomfortable as shedding IVR equipment operations might be for some companies, the advantages of hosted IVR to both callers and the bottom line simply can't be ignored.
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Delivering a better experience(Open a new window)
Hear how FedEx is delivering a more intuitive customer experience solution and exceeding their self‑service IVR usage goals.
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American Airlines (US Airways)(pdf)
Read how the airline reached new heights in customer service with a fast, personalised self-service IVR system powered by Nuance.