Shift callers between channels. Seamlessly.
Move callers from the IVR to Digital channels for a better customer experience.
Nuance IVR to Digital is an innovative solution for contact centres that optimises the IVR experience by helping targeted callers move seamlessly from traditional phone calls to a digital experience with a virtual assistant or live chat.
Organisations can blur the lines between channels and eliminate silos across their customer service experience by connecting phone and digital channels for effortless interactions between agents, consumers and self‑service.
Nuance IVR to Digital provides a better overall customer experience and enables organisations to reduce support costs, improve customer satisfaction and optimise their channel engagement.
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IVR to Digital data sheet (Open a new window)
Learn more about IVR to Digital, key features and the benefits to an organisation.
Get it now(Open a new window)Benefits
Reduce contact centre costs
Seamlessly move selected customer conversations away from contact centre agents to lower cost channels such as messaging, in‑app or the web for both automated and human‑assisted conversations.
Call centre executives can reduce call centre costs by increasing consumer self‑service while still meeting customer expectations and preventing future calls by training customers to self-serve.
Improve customer satisfaction
In today’s digital world, consumers want answers quickly. Long hold times drive up frustration and caller abandonment. IVR to Digital can decrease waiting times by offering the caller immediate assistance.
IVR to Digital provides contextual transfers so callers don’t get lost or repeat themselves—resolving their issue faster for increased customer satisfaction. It also increases future self‑service by allowing agents to teach customers, via a web co‑browsing session, how to complete tasks and help themselves the next time an issue arises.
Optimise channel engagement
Sometimes talking to a contact centre agent isn’t the most effective way to manage an issue, as agent costs are higher than digital channels. Companies using IVR to Digital can move selected customer engagements seamlessly from the contact centre to more efficient, lower cost channels.
Moving lower level calls to digital channels increases contact centre agent productivity and improves their ability to focus on higher value or more complex queries.
Features
Increase efficiency and maintain control
Smart technology lets organisations effectively select and move the right calls while allowing customers to opt in.
Call targeting control
By specifying criteria or types of calls to target, organisations stay in control of which calls are moved and how.
Contextual transfer
Seamlessly move targeted users from contact centre agents to digital channels while retaining the contextual information.
Permission‑based
The caller is in complete control as IVR to Digital only launches co‑browse or transfers to chat after the user has accepted the invitation.
Support for all IVR and digital platforms
Nuance IVR to Digital works cross‑platform. Organisations with a Nuance Conversational IVR or any other IVR system can integrate the handover to their digital channels.
Resources
Datasheets
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Conversational IVR data sheet(Open a new window)
Learn more about Conversational IVR, key features, and the benefits to an organisation. -
Nina data sheet(Open a new window)
Learn more about Nuance’s Nina virtual assistant, key features, and the benefits to an organisation.