Customer designed user experience for customer service solutions

Bringing your customers an experience they deserve

At Nuance, our experience services focus on persona, user interface and experience design, usability studies and optimisation – all to create intuitive customer service and sales solutions and experiences. We are the intelligence behind great customer experiences.

Benefits

A conversational experience

Allowing users to interact with your solutions in natural and conversational ways, whether talking or typing, enables greater success for you and your customers.

Explore Natural Language Understanding

An intelligent experience

Quickly identifying customers and predicting their needs streamlines the experience, makes self-service easier and helps unify their experience across all channels.

Explore Voice biometrics

A branded experience

Project your brand image throughout your contact centre solutions in a way that relates to your customers and improves their experience. Our designers and technologies can provide the most natural-sounding systems possible.

Explore Text-to-Speech

Why Nuance

Your partner for extraordinary experiences

Design expertise

We’ve designed thousands of applications across all channels and industries, delivering the most innovative VUI and UX designs possible. Our team of designers and speech technologists constantly transform this experience into new approaches and evolving best practices.

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Leading technologies

Our design and delivery teams leverage advanced technologies including Natural Language Understanding, Automatic Speech Recognition, Text-to-Speech and Voice biometrics to deliver solutions that exceed consumer expectations and lay the foundation for long-term success.

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Strategic vision

Customers simply want your services to be accessible and easy. Designing consistent, intelligent, contextually aware and simple-to-use self-service experiences across all channels is our goal. We offer the strategic vision you need to align your IVR, web and mobile experiences for seamless cross-channel customer journeys.

Explore Business Consulting

By the numbers

25 years

of contact centre services and application design experience

Over 700

services professionals around the globe, including over 100 designers

10-year

average tenure of our design team, with over 1,000 years of combined design experience

What our customers are saying

Through the capture of detailed call reasons coupled with customer data, we can provide an exceptional caller experience. Our latest system directs calls to the most appropriate agent while dynamically providing that agent with relevant information. This means our customers don’t repeat the reason for calling and are coupled with agents best skilled for that call type. Each customer experiences the best possible service in the shortest possible time – all while reducing AHT.

John Zgrdja

Head of Digital Channel Solutions for GE Money

Trip Planner Voice is yet another example of how the MTA and its operating agencies seek out and employ the latest in technology to upgrade the customer experience. Finding the easiest and fastest way to take a trip should not be a chore. We are constantly working to make the experience of using our underground and bus system as easy as possible, and this new element that we have just added to Trip Planner goes a long way towards achieving that goal.

H. Dale Hemmerdinger

MTA Chairman

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Resources

Blog

Ethics and design: Doing the right thing
Whether it’s a 16th-century painting, an online survey or a modern voice interface, the way things are designed can have a profound impact on our experiences with them.

Video

FedEx
Hear how FedEx deployed natural language speech technology on the Nuance OnDemand platform, delivering a more conversational customer experience and exceeding their self-service goals.

Quick Links

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User experience – Custom programme design for customer service and sales solutions

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