Outbound products - Call center services and notification system for proactive customer communication

Proactive engagement produces better business results

Your customers and employees look to your business for proactive outreach. Nuance helps you deliver with orchestrated and automated engagements across text, voice, email and push channels.

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The message is clear: Customers want outbound

85% of consumers are interested in receiving proactive outbound notifications, and an astounding 90% say they’re more likely to do business with a company that sends reminders. That’s where the Nuance proactive engagement platform comes in.

Nuance delivers a modern, flexible and multi-tenant cloud platform enabling orchestrated outbound communications via SMS alert, email, interactive voice messaging and push notifications. Our solutions go far and beyond predictive dialers and allow you to inform and remind customers about appointments, payments, service updates and much more. And when crisis strikes, you’ll be ready with ad‑hoc, one‑to‑many outbound notifications for critical situations – from unplanned outages to local emergencies.

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Dialers don't do digital

Dialers Don't Do Digital guide

Learn why predictive dialers are outdated, and explore four strategies for modernizing outbound customer engagement.

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Case study for appointment management

eHealth case study

Read how Nuance helped eHealth develop smarter strategies for managing call volume and keeping customers informed through proactive outreach.

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Modern outbound in an omni-channel world

Your customers seek effortless service experiences with your company. Watch how a health insurance provider can orchestrate outreach for members on their preferred channels – making it simple and secure to process an application, make premium payments and more.

Why Nuance

Enhanced customer engagement and experience

Nuance can help you create meaningful customer engagement by leveraging their customer preferences, advanced digital capabilities and channel orchestration.

Improved business results

By automating outreach and empowering customers to self-serve, you can achieve desired business outcomes while also reducing operational costs and deflecting inbound calls from call center agents.

Reduced operational risk

Nuance can help your organization reduce operational risks through robust compliance control functionality, industry-leading security certifications and a scalable, reliable and multi-tenant SaaS infrastructure.

Stats

The results are in

Working with Nuance – and leveraging our proactive engagement platform – just plain works.

94%

eHealth saw a nearly 94% per-message cost savings for customers who opted to receive text messages versus agent-handled calls.

67%

A major credit card provider increased call center agent productivity by 67% by using proactive engagement for past-due payment reminders.

2X

CitiMortgage reduced the time it took to follow up on leads from their website from 38 to 3 minutes – and doubled their web lead conversion rates.

Products

Better together, for your customers and your brand

Inform & remind

Keep your customers in the know. The Nuance inform and remind solution proactively engages your customers across channels with alerts, notifications and reminders. All to encourage desired actions – and enhance your relationship.

Collections

Collect more, spend less. Nuance proactive engagement for digital collections is a notification system that enables you to send payment reminders to customers across channels – voice, text, email and push notification – so you can collect more, more easily.

Message on demand

Deliver instant messaging for your customers. Nuance Message On Demand is a cloud-based application that lets you quickly create, modify and deploy messages – outage, emergency and other alerts – across channels. All from an intuitive user interface.

Incident communications

Keep communication channels open in an emergency. Speed recovery and ensure safety with a proven automated notification solution that enables rapid response to a critical incident by keeping communications open across a wide range of channels.

Appointment management

Ensure your patients make their appointments, utilizing real‑time EHR integration as well as voice, text and email channels to confirm and reschedule appointments, create up-to-date wait lists for open slots, notify patients of availability, and keep patients informed of wait times. This all combines to decrease no‑shows, improve provider utilization, and alleviate call center burden.

Features

Reach out to customers in the right way

One missed message or bad interaction is all it takes for a customer to lose faith in your brand. With Nuance, you’ll send outbound communications with confidence.

Cross-channel campaigns

Increase your reach by orchestrating outbound campaigns across voice, text, email and push notifications, leveraging customer preferences to choose the right channel – at the right time – for superior results.

Conversational text

Nuance proactive engagement solutions feature the industry’s most advanced text messaging offering. Our platform supports outbound two‑way, outbound two-way with Natural Language Understanding (NLU) and consumer‑initiated inbound text to landlines and 1‑800 numbers.

Contextually aware engagement

Inbound and outbound work better together. Connect your outbound application to inbound channels such as IVR and web‑based virtual assistants to streamline interactions and improve customer satisfaction.

Resources

Data sheet
Case study
  • eHealth case study
    Read how Nuance helped eHealth develop smarter strategies for managing call volume and keeping customers informed through proactive outreach.

Learn how the Nuance proactive engagement platform enables your business to orchestrate outbound customer communications.

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