Improving CX with Nuance Digital Engagement

A top North American carrier creates convenient and seamless digital engagement with asynchronous conversations

The carrier added asynchronous capabilities to their deployment of Nuance Live Chat improving digital customer engagement for the website and messaging channels while simultaneously empowering agents.

Description

This carrier focused on improving its digital customer engagement experience and addressing customer needs for a more agile conversation experience. The carrier enabled its customers to reach out whenever their schedule would allow while simultaneously increasing agent productivity.

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Enabling asynchronous capabilities helped us create a digital experience that adjusts to our customers. We’ve received positive feedback from our customers, and we’ve seen substantial efficiency gains across our contact center.

Head of Digital at a leading North American Carrier

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