Nuance Insights

Visualise and optimise performance with powerful reporting tools for IVR analytics

A robust, reliable reporting and analytics solution providing near real-time understanding of your key metrics and changing usage trends.

Achieve KPI goals and maximise your ROI

With a data-driven understanding of your IVR, you can get answers to important questions, including where and why calls are being misdirected, issues impacting containment rates, routing, handle time and satisfaction. You can also use powerful filtering capability to investigate application performance metrics by caller segment or other custom segmentation. This data enables your business to increase efficiency, maximise return on investment and minimise operational risk.

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Benefits

Maximise return on IVR investments

Continual measurement and customer journey data provides insight about performance measures such as containment, AHT and self-service rates – insights that enable you to tune your application to improve customer satisfaction and maximise ROI.

Increase efficiency

Powerful data visualisation and user-friendly dashboards make it fast and easy for you to gain meaningful understanding from IVR usage patterns.

Minimise operational risk

A solution built for security and reliability, while also offering the ability to scale to meet changing business needs.

Features

Analytics for on-premise and hosted speech applications

A robust, reliable reporting and analytics solution that provides near real-time understanding of key metrics and changing usage trends.

Out-of-the-box and customisable reports, ad‑hoc reports

See how your IVR performs with easy‑to‑understand, highly visual reports including pre‑prepared reports on commonly used KPIs, caller behaviour trends and more. And customise reports quickly to better adapt to changing business needs.

Powerful drill‑down and drill‑through capabilities

Use powerful filtering capability to investigate application performance metrics in depth including by a specific caller segment or other custom segmentation.

Near real‑time data visualisation

Don’t wait for reports or data created a month ago. Powerful data visualisation and user-friendly dashboards make it fast and easy for you to gain meaningful understanding from IVR usage patterns and adjust the system quickly.

Cloud and on-premise offerings

Nuance Insights for IVR supports both on-premise and Nuance onDemand based IVRs. Both options work with DTM, mixed speech and DTMF, and speech‑only based IVR applications to ensure the ability to analyse all IVR styles.

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If you’re seeking ways to better monitor your IVR performance, let us show you the way.

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