Business Consulting Services—Omni-channel customer engagement success stories

The Standard makes plans to improve CEX.

The Standard partners with Nuance Business Consulting to create a strategy for improvements.

Company profile

Standard Insurance Company, through its subsidiaries marketed as The Standard, is a leading provider of financial products and services. A publicly traded, 106 year-old company based in Portland, Oregon, The Standard has a workforce of 3,300 employees and sales and services offices located in major cities across the United States. Serving more than eight million customers nationwide with employee benefits, retirement plans, and insurance products, The Standard generates over 1.6 million inbound contact center calls related to eight different product lines on an annual basis.

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The Standard uses NuanceBusiness Consulting Services

When Nuance came in, they didn’t just look at opportunities for IVR and inbound and outbound speech applications. They sat with us, listened to our agents, and looked at everything. They looked at all of our data and the capabilities of our existing IVR. They even commented on the empathy of our customer service agents, which I really appreciated.

David Payne
Assistant Vice President of Contact Center Operations
The Standard

Challenge

  • 17 different call centers stretched out over multiple product lines and leaders
  • Using outdated IVR platform with many sub-menus that were cumbersome to navigate

Solution

Results

  • In one case, average menu navigation decreased from 3.5 minutes to 30 seconds
  • Benchmarking about standards for IVR and Web CEX
  • Identified future state capabilities

Background

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