Digital Customer Engagement Platform—Omni-channel customer engagement success stories

A top three global retailer creates personalized customer experiences

Using the Nuance Digital Engagement Platform, the retailer can handle greater contact volumes and create unique experiences for its customers.


The world's second largest retailer, operating in 47 markets, both online and in stores, has transformed its entire customer engagement center by implementing Nuance Virtual Assistant and Live Chat.

From the first day of deployment, it was seeing over 85% of customer cases resolved by the virtual assistant.

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We’ve completely transformed our customer care center. Our agents are much better equipped to provide unique customer experiences, and our virtual assistant is helping us deal with rising contact volumes.

Team member
Major global retailer

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