Voice products – Self-service and full-service voice and IVR customer experience solutions

Start a conversation with your customers

The importance of speech technologies for customer service increases every day. There are new ways to use the power of voice to engage organisations – for questions, ordering products, checking delivery dates – all of which boost customer satisfaction. And people still love to talk directly to an agent to resolve important or complex issues. That’s why many leading organisations are working with Nuance to create powerful and effective IVR and speech-based solutions that increase customer self-service, meet customer demands and drive operational efficiency. Are you ready to start talking?

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IVR in an Omni-Channel World guide

Explore this guide to a successful omni-channel strategy and learn five ways to modernise your IVR.

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Frost and Sullivan Benefits of Refreshing the IVR white paper

Frost & Sullivan: Benefits of Refreshing the IVR white paper

Read this white paper about current attitudes surrounding IVR and the value of improving self-service for your customers.

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Reaching new heights in self‑service

Nuance voice solutions enhance the customer experience while enabling companies to reduce call centre costs. See how American Airlines (US Airways) reaches new heights in customer service with a fast, personalised self-service IVR system.

Why Nuance

Improved customer experiences

Today’s digital world means that consumers can quickly shift their business to a competitor if they’re unsatisfied with your service. With Nuance voice technologies, you can create compelling IVR and voice solutions that deliver intuitive, self-service experiences your customers will love.

Reduce operational costs

Nuance can help your call centre reduce costs – applications, infrastructure, people – while still meeting customer expectations. Our intelligent voice technologies in the IVR drive efficiencies across your entire operation.

Minimised TCO meets maximised ROI

Partnering with Nuance on a conversational IVR platform is a smart technology investment for your call centre – and one that delivers a significant return for your business and executives.

Capabilities

Voice solutions deliver, loud and clear

Whether your business needs a full natural language-based IVR or more traditional speech-enabled solutions, we can help. Nuance meets the demands of enterprise with solutions for Automatic Speech Recognition (ASR), Text-to-Speech (TTS), natural language-based call steering and IVR to Digital.

For your customers

Increase customer satisfaction, NPS scores and loyalty.
Gain a positively differentiated brand perception.
Develop a consistent customer experience across multiple channels.

For your operations

Improve automation metrics (containment, misroutes) through increased self-service IVR use and effectiveness.
Decrease call centre cost metrics (cost per transaction, AHT) through improved call resolution and deflection.
Gain greater contact centre efficiency through improved agent utilisation and reduced labor expense.

For your long-term ROI

Streamline costs and investments with technology and support for multiple channels and existing systems.
Optimise IVR solutions over time through insights that increase efficiency and ROI.
Simplify operations and investments by growing with one market leader.

Stats

Recognising the demand for voice and speech

67%

of customers had a live conversation with a customer service representative or agent via telephone in 2016.

^{“2017 Customer Service Trends: Operations Become Smarter and More Strategic.”
Kate Leggett. Forrester.}

20 years

Nuance is a leader in the speech industry, with over 20 years of experience in recognition, translation and Text‑to‑Speech capabilities.

Technologies

Accurate, intuitive and innovative. Naturally.

Nuance has offered innovative speech technologies for over 20 years, and we’re ready to help your business deliver better customer service.

Natural language‑based speech recognition

Advanced speech recognition, based on Nuance Recognizer and Natural Language Understanding, accurately captures intent when callers speak naturally in their own words, increasing self-service utilisation – and success.

Intuitive call steering

Call steering technologies direct callers to the right place the first time – improving use of your automated system and reducing the need for live agents.

Powerful Text-to-Speech engine

Nuance Text-to-Speech technology promotes a rich, engaging and personalised user experience with high-quality audio that can be tailored to any customer service application.

IVR to Digital

Sometimes a live agent isn't the most efficient way to resolve an issue. IVR to Digital helps move callers seamlessly to a digital experience.

Resources

Conversational IVR data sheet

Learn about the key features and benefits of a conversational IVR system, and how it can help your organisation.

Amtrak case study video

Hear Amtrak’s vision for their contact centre, how speech automation has transformed their customer service organisation and how their 10‑year partnership with Nuance has impacted customer experience and operations.

Text-to-Speech solution demo

Try Text-to-Speech for yourself, and hear how natural and fluid Nuance’s synthesised speech can sound.

Support

Self service voice and IVR customer experience solutions

Unleash the power of voice for powerful customer service

Bring intelligence to life™