It’s your contact center, only smarter.
Nuance Contact Center AI adds an intelligent engagement layer to your contact center operations, helping you deliver superior customer and agent experiences—and superior business outcomes—on any partner platform.
Microsoft + Nuance
Nuance Contact Center AI is part of the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative platform for seamless, omnichannel customer engagement.
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Fine‑tuned intelligence
Ride our innovation wave, with award‑winning AI for contact center solutions for improved conversational customer engagements, biometric authentication, and agent efficiency. Deploy industry‑specific AI solutions built on deep industry expertise and insights from billions of customer interactions. And protect your investment in existing customer service applications, wherever your cloud journey takes you, with easy portability and no need to rewrite.
AI services
Improve, protect, and optimize every customer journey
Nuance Contact Center AI gives you easy access to cloud‑native, cloud‑agnostic services built on decades of conversational AI innovation leadership and proven to deliver remarkable business outcomes.
Conversational AI
Create personalized customer experiences for voice and digital assistants or chatbots with market‑defining text‑to‑speech (TTS), speech‑to‑text (STT), dialog automation, and NLU.
Agent AI
Support agent efficiency with relevant information and assistance at exactly the right time.
Security AI
Secure every interaction in every channel, with multimodal biometrics security—authenticating customers in seconds and preventing fraud.
Analytics AI
Use powerful contact center analytics to understand and optimize channel and agent performance.
How it works
We believe the best outcomes rely on an AI‑first approach. It’s about using AI to automate as much as you can, bridging automation and human engagement, empowering agents with AI, and instilling trust in your brand through biometric identification and fraud prevention—all achieved through deep integrations with your chosen partner for ease of access and functionality.
eBook
The Contact Center as a Service (CCaaS) evolution
As contact centers move to cloud based CCaaS models, AI will add the vital ingredient that delivers better joint customer and agent experiences. Explore how to unlock the benefits of the cloud and AI for your existing contact center investments.
Benefits
Turn your contact center into a value driver
With Nuance Contact Center AI, you can create the engaging, conversational experiences your customers expect while increasing revenue and dramatically improving key performance metrics across your operations.
Improve customer engagements
Deliver conversational engagements on every channel and maintain the context of the conversation throughout the customer journey. Enable asynchronous conversations to handle growing contact volumes without increasing headcount. And provide effortless authentication from multimodal biometrics security solutions.
Increase agent efficiency and revenue
Empower agents to work more efficiently with next best action recommendations, coaching, and tools to better manage every customer interaction, improving CSAT, reducing average handle time (AHT), and accelerating post‑engagement wrap‑up. Use AI to deliver relevant cross‑sell offers to boost revenue.
Reduce costs
Create engaging self‑service experiences customers love, increasing containment rates and reducing call volumes. And integrate your Nuance solutions with any Contact Center as a Service (CCaaS) provider, minimizing migration effort and reducing long‑term TCO.
Protect investments
Deploy your solutions on‑premises, in our cloud, in the cloud of your choice, or adopt a hybrid approach. Reuse applications easily with no need to rewrite if you switch cloud providers. And build on your existing Natural Language Understanding (NLU) and IVR investments to reduce the time and cost of moving to the cloud.
Maintain great experiences
Migrate to a new cloud provider without breaking the customer experience by starting over with applications and throwing out valuable work, learning, and optimizations. Give your customers a continued great experience without a reducing containment or increasing escalations.
Prevent fraud and protect your brand
Intelligent, AI‑powered fraud prevention detects 90% of fraud, reducing fraud losses by 92% and mitigating reputation damage. Efficient fraud analysis tools cut detection delays by 95% and help fraud teams uncover lesser‑known attack vectors.
Real-world business outcomes
25%
increase in agent availability
84%
faster
authentication
88%
first contact
resolution rate
The Nuance difference
Nuance Contact Center AI gives you the flexibility to deploy how you want, where you want and quickly create conversational AI applications optimized for your industry.
Work with any cloud
Deploy your Nuance solutions on‑premises, in our cloud, in the cloud of your choice, or in a hybrid environment.
Support for all partner platforms
Nuance integrates with all major cloud and contact center as a service (CCaaS) partners so you can get up and running quickly and minimize migration effort.
Industry expertise
Nuance data is fine‑tuned and optimized for industry‑specific use cases, based on years of helping 75 of the Fortune 100 achieve proven results.
Create your intelligent contact center, your way
Nuance developer tools and open APIs enable you to accelerate and simplify the creation of conversational AI applications and integrate them with your existing contact center systems, CRM, and other enterprise platforms. And with Nuance Mix, our DIY tooling platform, you can create applications once and quickly optimize and deploy them across multiple channels and languages—all in a single project.
Learn more about Nuance Mix
Integrate with leading contact center providers
Nuance Contact Center AI solutions are designed to integrate with leading cloud, Contact Center as a Service (CCaaS), and technology providers.
With the announcement of the Microsoft Digital Contact Center Platform, Microsoft and Nuance have shown our commitment to putting our customers first to help them accomplish their contact center goals.
Tony Lorentzen
Senior Vice President, Intelligent Engagement Solutions
Read What's next(Open a new window)
Resources
Case study
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Humana creates effortless customer experiences
Learn how this major health insurer increased its NPS in the phone channel by 80% by deploying a conversational, cloud‑based IVR that recognizes and predicts more than 1,000 customer intents.
Blog
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Looking back and ahead at contact center best practices(Open a new window)
2020 required multiple hard pivots for enterprise contact centers. Explore the best‑practices advice we gave then that still applies, plus key learnings to guide your business decisions as digital transformation and advances in cloud-based conversational AI. -
Bringing intelligence—and investment protection—to the CCaaS revolution(Open a new window)
Learn how Nuance is helping contact center leaders deliver consistent omnichannel brand experiences with future-proofed solutions that unlock the full value of the cloud.
Data sheets
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Nuance Contact Center AI(pdf. Open a new window)
Improve customer experience, increase revenue and enhance efficiency with AI. -
Nuance AI solutions for agents(pdf. Open a new window)
Discover how Nuance can help you empower your agents to deliver outstanding customer experiences that increase satisfaction and revenue. -
Nuance Insights(pdf. Open a new window)
Find out how our intuitive, omnichannel analytics solution provides actionable intelligence to help you continuous optimize your solutions and drive greater ROI. -
Biometric authentication and intelligent fraud prevention(pdf. Open a new window)
Explore how to improve customer experiences and empower agents to deliver better service, reduce handle time, and stop fraudsters in phone channels.
Brochure
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Nuance Intelligent Engagement APIs(pdf. Open a new window)
See how our APIs make it simple to build your own enterprise‑grade conversational Ai applications.
Learn more about CCaaS
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What is CCaaS?
Contact Center as a Service (CCaaS) solutions enable organizations to access contact center software in the cloud. Explore how CCaaS providers can host your contact center operations and remove that stress from your organization. -
What is an AI cloud contact center?
As contact centers move to CCaaS models, explore how AI will add the vital ingredient that binds customer experiences together. -
Key considerations
CCaaS promises to bring new flexibility and cost reductions—but only if you can avoid the hidden pitfalls migrating to the cloud. Learn what to consider when moving to CCaaS.