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Digital and voice channels—Omni-channel customer engagement success stories

Global telco takes the lead in digital conversations

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

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Overview

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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Download success story Explore Digital Engagement

“ 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

Challenge
  • Offer customers effortless experiences no matter what channel they choose to engage on.
Solution
  • Using Nuance Conversational IVR, Nuance Live Chat, and Nuance Virtual Assistant (VA), the telco offers customers market-leading engagement channels that adapt to rising customer expectations.
Results
  • Working with Nuance, the telco has improved operational efficiency, reduced engagement costs, and boosted customer experience.

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