Call Steering—Omni-channel customer engagement success stories

Large retailer improves customer service experience

Natural language call steering decreases call abandon rate—improves call flow.

Company profile

The company is a leading integrated technology solutions provider in the IT industry. Although founded on the concept of selling computer systems directly to consumers, they have expanded their business model, selling a broader portfolio of products and services through additional distribution channels. Now, the company also offers mobility products, software and peripherals, servers and networking, and storage. Their services include a broad range of configurable IT and business-related services, including infrastructure technology, consulting and applications, and business process services.

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We partnered with Nuance to take us through this global journey to fix our IVRs because Nuance has some of the best experts when it comes to IVR project management and deployment, UI design, and especially the speech science around the application. The support we got from Nuance was incredible throughout this journey.

IVR Implementation Manager
Large Global Retailer


  • Multiple platforms, different code and mixture of speech‑enable and DTMF applications
  • Need to improve operating efficiencies for cost reduction
  • Ensure high‑quality service methods are consistently employed



  • Call containment in the IVR increased 80%
  • Call abandon rate decreased 19%
  • Total time in the IVR reduced 5%
  • Default transfers to agents decreased 4%


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