Unleash the power of The Modern Voice for powerful customer service
Nuance market‑leading voice solutions offer AI‑powered, enterprise‑grade speech technologies that enable your organization to create interactive voice response (IVR) and speech solutions that feel almost human.
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?
Get our latest resources
(pdf. Open a new window)
IVR in an Omni‑Channel World guide(pdf. Open a new window)
Explore this guide to a successful omni‑channel strategy and learn five ways to modernise your IVR.
Get it now(pdf. Open a new window)
(pdf. Open a new window)
Frost & Sullivan: Benefits of Refreshing the IVR white paper(pdf. Open a new window)
Read this white paper about current attitudes surrounding IVR and the value of improving self-service for your customers.
Get it now(pdf. Open a new window)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 center cost metrics (cost per transaction, AHT) through improved call resolution and deflection.
- Gain greater contact center efficiency through improved agent utilization and reduced labor expense.
For your long‑term ROI
- Streamline costs and investments with technology and support for multiple channels and existing systems.
- Optimize interactive voice response solutions over time through insights that increase efficiency and ROI.
- Simplify operations and investments by growing with one market leader.
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.
IVR Tooling Suite
Nuance IVR Tooling Suite helps organizations use the same market‑leading tools as Nuance to design, develop, test, and maintain their IVR applications.
Analytics
Nuance analytics helps organizations turn data into actionable insights, to improve the customer experience, increase contact center efficiency, reduce compliance risk and more.
Resources
Data sheet
-
Conversational IVR data sheet(pdf. Open a new window)
Learn about the key features and benefits of a conversational IVR system, and how it can help your organization.
Video
-
Amtrak(Open a new window)
Hear Amtrak’s vision for their contact center, how speech automation has transformed their customer service organization and how their 10‑year partnership with Nuance has impacted customer experience and operations.
Demo
-
Text‑to‑Speech demo(Open a new window)
Try Text‑to‑Speech for yourself, and hear how natural and fluid Nuance’s synthesized speech can sound.