Conversational AI Solutions for Telecommunications

Explore how Nuance solutions make an impact in telecommunications. (Play a video)

Experiences that stand out—at the moments that matter

Nuance solutions empower leading telcos—including 9 of the top 10 global telcos*—to deliver seamless, effective, and secure experiences in voice and digital channels at any or all moments in the customer journey.

Our proven conversational AI solutions, backed by unparalleled professional services expertise, help telcos worldwide to improve customer satisfaction, reduce churn, and boost revenue—all while protecting the brand with advanced biometric security.

^{*Excluding China}

Benefits

Deliver measurable business impact with proven AI solutions

Leading telcos use Nuance intelligent engagement and security solutions to create automated, personalized, and frictionless omnichannel customer experiences at scale.

Create easy, satisfying customer experiences

Deliver effortless, conversational engagements in every channel to differentiate your brand on customer experience instead of joining the race to the bottom on price. Offer personalized, proactive, and predictive service to improve NPS and CSAT scores, drive loyalty, and increase customer lifetime value. And provide effortless, voice‑enabled entertainment experiences with Dragon TV.

Eliminate authentication effort and prevent more fraud

Protect your customers and your brand from SIM swaps and other account fraud with intelligent fraud prevention solutions that authenticate people based on who they are, not what they know or something they have. Use multimodal biometric authentication to make it easier for customers to do business by facilitating secure self‑service across voice and digital channels.

Explore authentication and fraud solutions

Boost efficiency and shrink costs

Use our AI‑first approach to automate as much as possible and give agents AI‑based tools and insights that increase productivity, effectiveness, and job satisfaction. Continuously improve your operations by using omnichannel analytics to pinpoint the best areas for optimization that will help you drive down average handle time, reduce agent churn, and increase first contact resolution.

Next-generation telco experiences, delivered today

Meet nine leading telcos creating next‑generation customer experiences with intelligent AI.

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Winning big with AI-first personalization

Explore five personalization principles brands can employ to deliver experiences that meet and exceed customer expectations.

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Real‑world business outcomes

$2.5M

annual fraud savings using voice biometrics

88%

containment in self‑service app

$3.8M

savings through just one digital channel at a tier one carrier

2.2B

transactions per month with Dragon TV

By partnering with Nuance, we have really taken our 'Customers First' strategy to the next level by reducing customer effort.

Satnam Sidhu

Manager Customer Interaction Strategy
Telus

The voice channel is the front door for the majority of customers, so it was imperative that we provide a worldclass customer experience. Our business strategy is to be a bestcost operator so we can increase our volume of customers without driving up operating costs. This scenario is very difficult to handle in the conventional contact center, and our customers hate touchtone IVR systems. It was clear from the beginning that speech recognition had matured to the point where it could meet our requirements.

Adam Spence

Technical Solutions Manager
Vodafone Australia

Deutsche Telekom decided to use the Nuance Voice Biometrics to make it easier on the customers to identify themselves in our speech dialect systems.

Caroline Clemens

Senior Expert: User Interface Design
Deutsche Telekom

As we envisioned the next generation of the Telecentro TV user interface, it was clear that voice should play a major role. We turned to Nuance, a leader in AI‑powered speech solutions, and its Dragon TV solution to achieve this goal, and we’re thrilled to roll out this innovative new experience to our subscribers.

Alberto Pierri

CEO
Telecentro

Nuance’s voice biometrics gives us a whole new level of visibility into our calls that we simply didn’t have before. Now, we have all the data we need to prevent fraud attempts and improve the experience of our customers, too.

Business leader

Tier 1 CSP North America

Additional resources

Case studies

Telefónica uses voice biometrics to personalize CX for seniors
Discover how Telefónica is giving their seniors priority service using only their voice, with Nuance voice biometrics as part of Nuance Gatekeeper.
Vodafone embraces remote customer service
Learn how Vodafone enabled contact center managers to easily monitor vital KPIs in real time with agents working from home.

White paper

Biometrics in telecoms
See how a strategic collaboration between Nuance and Microsoft is helping telcos prevent fraud and improve customer experiences.

Analyst report

Forrester: The Total Economic Impact™ Of The Nuance Virtual Assistant
Discover how the Nuance Virtual Assistant delivers a 353% three‑year ROI.
Omdia: The future of CX in a 5G world
Get the analyst’s take on how 5G will power the future of customer engagement

Guide

Future Forward: CX strategies and opportunities for telcos(pdf. Open a new window)
Discover six ways you can bring your CX vision to life with confidence.

Conversational AI solutions for telecommunications

Less churn, more revenue