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Hosted IVR—Omni-channel customer engagement success stories

FedEx hosted Conversational IVR reduces agent calls

Natural language IVR delivers a more natural and conversational self‑service experience.

Company profile

FedEx recognized that the demands of its customers had changed and the company’s contact center no longer provided the high-level experience that FedEx is known for and today’s customers expect. Their goal was to humanize the Interactive Voice Response (IVR), making the experience more natural and conversational. They also needed a platform that would provide a foundation to launch more innovative capabilities and to serve their customers within the IVR. The new solution would need to bring together disparate contact center systems across the U.S. and Canada to a single platform with a common interface.

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Fedex uses Nuance Hosted IVR

In addition to the customer experience benefits, we’ve also seen improvements in our ability to really understand our customer’s call intent and get them to the right customer service representative. This prevents customers from having to call back or being transferred from one rep to another. So, we’ve seen great benefits from this solution.

Gina Maiden
Managing Director
FedEx

Challenge

  • Update the IVR experience to deliver the high-level customer experience that FedEx is known for
  • Have a foundation to launch more innovative capabilities
  • Bring together disparate contact center systems

Solution

Results

  • Eliminated 11M live agent calls per day
  • Six percent plus increase in automation
  • Exceeded original goal for automation by three percent
  • Achieved significant annual savings
  • Delivers an intuitive and conversational service experience

Background

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