Proactive Engagement—Omni-channel customer engagement success stories

No delays in customer service for Southwest Airlines

With Nuance Communications, Southwest Airlines maintains superior customer service during flight cancellations.

Company profile

Southwest Airlines knows that customer communication and customer trust go hand-in-hand. When flights are canceled, customers appreciate knowing right away and having the option to make other arrangements. Southwest also knows that proactively communicating critical information to every affected customer requires more than relying solely on service agents making outbound calls.

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Southwest Airlines uses Nuance Proactive Engagement

Nuance has done a phenomenal job in meeting our requests for customizations with very little hiccups; and with any issues that surfaced, Nuance was really quick to put them to bed.

Fred Taylor
Senior Manager, Proactive Customer Communications
Southwest Airlines


  • Proactively reach thousands of passengers when flights are cancelled


  • Nuance Proactive Notifications Platform
  • Interactive voice communications that notify passengers well in advance of flight cancellations, providing them with an option to transfer directly to a live service agent


  • Improved service levels
  • Passengers on any flight can be contacted within seconds
  • Complete integration with SWA's multiple contact centers
  • Contact center productivity is lifted and agents are more equipped to maintain inbound service levels


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