Hosted IVR—Omni-channel customer engagement success stories

Acer America drives service improvements with hosted speech solutions

Newest natural language speech recognition technology on hosted IVR platform helps reduce repeat caller rate by 15% and decreases average call time by 50 seconds.

Company profile

Since its founding in 1976, Acer has broken barriers between people and technology, enabling users to explore, create and grow. The Acer Group employs 8,000 people across the globe, and revenues for 2013 reached $12 billion.

The multi‑brand strategy allows each brand to offer a unique set of brand characteristics that targets different customer needs in the global PC market. The PC‑centric product offering includes notebook and desktop PCs, servers and storage, monitors, projectors, and tablets. Acer is proud to be a Worldwide Partner of the Olympic Movement, including the Vancouver 2010 Olympic Winter Games and London 2012 Olympic Games.

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Acer uses Nuance Hosted Services

We use various speech and text analytics tools, but Nuance is a key indicator of where to focus our energies. It helps us understand what’s going well and where the opportunities are as we gather information, analyze it, and feed it back into the product lifecycle in order to keep improving over time.

Nicole Allen
Senior Manager, Customer Insights Group
Acer America


  • Limitations with hard‑coded IVR application
  • Out‑of‑date hosted platform environment



  • 100% uptime with Nuance's hosted IVR service, 4% improvement over precious hosted service provider
  • 15% decrease in repeat caller rate
  • 50 second decrease in average call duration
  • 10% increase in caller intent capture rate
  • Reduction of 30 toll‑free numbers
  • Expect to realize 60% decrease in cost per minute


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