Optimise performance for better customer service
Implementing a best‑in‑class customer service solution does not end at go‑live. Keep your solutions performing at the highest levels and continue to reap the benefits.
Continuously adapt to your customers’ needs
Your business and your customers are constantly changing. New products, services, and marketing campaigns impact why, and how, your customers contact you. Customer expectations of technology solutions are also quickly shifting, so don’t let your customer service solutions fall behind. Stay ahead by continuously evolving and improving.
How it works
Understand, impact and continuously optimize
At Nuance, continuous optimization is ingrained in the fabric of our process and we perform over 200 solution optimizations each year. It all starts with delivering intelligent customer service solutions that exceed current expectations of your customers and your business. Once launched, we quickly measure baseline performance against business expectations. Next, we perform a deep analysis, identify key opportunities for improvement and deploy enhancements. Finally, a continuous cycle of measurement, analysis and improvement is applied to ensure optimal results over time. COS is not just for Nuance-deployed solutions—we can improve the performance of any customer service solution.
Our COS program includes:
Nuance recently partnered with a top healthcare insurance provider to develop a common IVR solution across their legacy business and a newly acquired insurance provider. Upon launch of the combined speech and natural language customer service IVR solution, we entered into a 3‑year Continuous Optimization Service. Within the first 18 months:
enhancements implemented in six separate releases
increase in call containments
reduction in agent‑to‑agent transfers
saved in contact centre service costs