Voice and digital channels—Omni-channel customer engagement success stories

A major global telco takes the lead in digital conversations with Nuance.

The telco has led voice and digital engagement in its industry using Nuance Conversational IVR, Nuance Live Chat, and Nuance Virtual Assistant.

Company profile

One of the world’s largest telecommunications companies has led the way for customer experience in its industry with a 17-year partnership with Nuance. Using Nuance Conversational IVR, Nuance Live Chat, and Nuance Virtual Assistant, the telco has amassed savings while continually offering its customers an effortless contact experience across multiple channels.

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Throughout our working relationship, Nuance has been a trustworthy leader in innovation. They understand our objectives, and partner with us as we strive to attain them.

Project management team member
Leading global telco


With over 60 million customers worldwide, one of the world’s leading telecommunications companies faces a massive customer engagement challenge every day. Its customers expect effortless services, quick solutions to their problems, and the ability to engage on whatever channel suits them most.

Delivering a seamless customer engagement strategy has always been a priority for the telco, but as customer expectations continue to rise, it needs to adapt quickly to keep up.

That’s why the telco chose Nuance as its customer engagement partner—to help drive innovation across voice and digital channels, and find opportunities to improve its current offering.

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differentiate your business with omni‑channel customer engagement solutions powered by AI.