Superior digital experiences. Powerful business outcomes.
Nuance digital and messaging solutions help you give more customers outstanding service—on any channel they want—while driving down costs.
Microsoft + Nuance
Nuance Digital Engagement Solutions are part of the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative platform for seamless, omnichannel customer engagement.
Learn more
Meet your customers in their channel of choice
Put customers in control of the conversation—improving self‑service experiences, customer satisfaction scores, and operational efficiency.
Nuance AI‑powered digital and enterprise messaging solutions work together to streamline cross-channel customer engagements and accelerate resolution times, so you can deliver the superior experiences your customers expect.
Solutions
Harness the power of AI for digital experiences
Improve efficiency, reduce contact center costs, and increase customer satisfaction.
Virtual Assistant and Chatbots
Provide intelligent, conversational, personalized self‑service to address the most common questions or resolve issues without talking to an agent—all while maintaining context to increase self‑service and overall customer satisfaction.
Live Assist
Give customers more control over how they engage, whether they need real‑time assistance or the flexibility of an asynchronous conversation, by connecting them to agents with the right skillset to resolve their issues efficiently.
Messaging
Make it simple to meet customers in the channels they use every day, including SMS, Facebook Messenger, WhatsApp, Apple Messages for Business, Google’s Business Messages, Twitter Direct Message, and more.
Proactive Engagement
Proactively send customers relevant information through their preferred digital channels and allow them to respond quickly and easily in the same channel, motivating them to take action and potentially reducing their need to call.
Voice‑to‑Digital
Use AI‑based self‑service and call deflection capabilities to shift customers from the IVR to digital channels to resolve their issues quickly without having to wait on hold.
Benefits
Happier customers, lower costs
Nuance digital and messaging solutions automate customer journeys with intelligent, effortless self‑service options—while enabling the human touch when it’s needed.
Increase customer satisfaction
Provide support options that match your customers’ preferences. Our virtual assistant solutions understand customer intent and intelligently lead customers to the best outcome. When live assistance is needed, asynchronous communications enable customers to pause a conversation and pick it up later without losing context.
Drive efficiency and revenue
Create compelling self‑service experiences and shift more callers to digital channels, helping reduce contact center volumes and costs. Increase agent efficiency and effectiveness, with next best action recommendations and AI capabilities that reduce post‑engagement work.
Deliver seamless omnichannel experiences
Deliver effortless experiences as customers move across channels while avoiding the need to repeat or re‑authenticate themselves. Use two‑way, outbound notifications to keep customers engaged with your brand to drive loyalty and create personalized connections.
Real-world business outcomes
3X
improvement in upsells
40%+
AHT reduction
80%+
NPS increase
85%+
automated FCR
The Nuance difference
The very best digital customer engagements are powered by Nuance.
Integrated omnichannel engagements
Deliver consistent, connected, conversational experiences across all channels—from your IVR to your virtual assistant, popular messaging apps, and more.
Deep industry expertise
Take advantage of our vast industry‑specific data repositories and packaged industry-specific solutions for digital customer engagement that you can deploy in as little as three weeks.
Targeting engine
Target customers with the right kind of engagement—automated or human‑assisted—at the right time, with real‑time analysis of digital behavior, live agent availability, and historical information.
Resources
White paper
-
Rethinking digital transformation
Get our survival guide for CX leaders for practical advice on how to accelerate strategic digital transformations. -
The definitive guide to customer service messaging(pdf. Open a new window)
Discover everything you need to know to get messaging right.
Case study
-
Global telco takes the lead in digital conversations
Learn how a 17‑year partnership with Nuance has helped this major telco lead the industry in customer experience. -
Dixons Carphone Group adapts digital channels for COVID-19 demand
Learn how one of the world's leading telcos has lead the way for customer experience in its industry by partnering with Nuance
Blog
-
Create engaging customer experiences with an AI‑powered contact center(Open a new window)
Learn how Microsoft and Nuance are helping our customers build consumer experiences to achieve business outcomes. -
The future of customer engagement is bright with Microsoft and Nuance(Open a new window)
Explore why Nuance and Microsoft have never been more confident in our ability to continue offering organizations unprecedented AI‑powered customer engagement solutions.
Analyst report
-
Forrester: The Total Economic Impact™ Of The Nuance Virtual Assistant
Discover how the Nuance Virtual Assistant delivers a 353% three‑year ROI. -
Opus Research: Decision Makers’ Guide to Enterprise Intelligent Assistants, 2022 Edition
Discover why Nuance has been ranked ahead of the pack for the fifth year in a row in Opus Research’s comprehensive assessment of the intelligent assistant landscape.