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Conversational, predictive IVR—Omni-channel customer engagement success stories

How a major US retailer transformed its IVR with Nuance.

Creating a more intelligent, predictive IVR experience cut the amount of misrouted customer calls.

Company profile

A major retail chain headquartered in the US and operating internationally transformed its IVR experience.

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Since the IVR’s initial launch in 2015, we’ve continued to work closely with Nuance to improve the service, taking a flexible and agile approach to new deployments—our customers see major benefits from that.

Customer experience leader
Major US retailer

Background

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