Solutions overview for omni-channel customer acquisition and customer care

Customer engagement, intelligently delivered

Nuance omni‑channel engagement solutions deliver the experience customers have come to expect. Get ready to engage your customers anytime, anywhere and on any device. All while protecting customer assets and increasing brand trust.

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It’s an omni‑channel world

Customer demands and shifting market dynamics are raising the bar for customer engagement.

  • 95% of consumers use more than one channel to connect with the brand
  • 75% of customers expect consistency across those channels
  • 85% of consumers prefer to self‑service through conversational interfaces using speech and text
  • 90% of organizations will ultimately compete on customer service

Nuance is meeting those expectations and competitive criteria by building AI-powered, omni-channel technology that delivers intelligent customer engagement. Nuance digital, voice, security and analytics tools and technology are more than just omni-channel offerings; they are configured to solve business needs, enabled by AI, and deployed by stellar professional services teams.

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Customer service solutions for customer engagement (Open a new window)

Frost & Sullivan: The State of Customer Experience (Open a new window)

Find out why companies must embrace transformation in the contact center if they want to compete.

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Delivering results


Increase in revenue with live chat for a travel & hospitality company

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First contact resolution using the virtual assistant for a leading insurance provider

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ROI in one year with voice biometrics for a large financial instituition

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Improvement in customer satisfaction, as a result of insights from analytics

Learn more about contact center analytics

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Why Nuance

Nuance offers fully integrated custom solutions that enhance customer engagement while delivering the right content at the right time on the right channel. All to help you acquire and retain customers, protect their assets and increase brand trust. And all while improving the customer experience and reducing support costs.

Nuance IQ Magazine

How do you stay ahead of the fraudsters? Innovate!

Nuance Innovation Quarterly: The Security Edition
Take a deep dive into the world of security in the contact center and beyond. Get real‑life stories from the fraud battlefield and hear tales from the pioneers of AI security.

Real world results

An integrated strategy that really flies

Creating a holistic conversation with your customers delivers real results. After just five months of operating with an integrated, multi‑channel customer service strategy, American Airlines reported positive passenger feedback and extraordinary results.

American Airlines takes efficiency to new heights


saved in call automation


fewer callers asking for agent at main menu (down to 9%)


Deliver consistent, cross-channel and contextually relevant experiences

Design once, deploy many times

Nuance’s AI‑driven solutions enable your brand to deliver consistent customer experiences and intelligence across touchpoints. Which means you can design customer engagements once, personalize for each channel and deploy with a degree of self‑sufficiency. Create with ease. Manage with confidence. Achieve an efficient, centralized investment for your company.

Maintain context across the customer journey

Without maintaining the context of the engagement during transitions between channels, consumers will not have an effortless journey—and both customer satisfaction and lifetime value likely drop. Nuance technology captures customer behavior across applications, along with context and history of the engagement. Then our targeting engine uses this captured intelligence to provide the right experience to the right customer at the right time across channels. In turn, it’s easier to escalate from automated to live agent engagements while maintaining conversational context. Once the conversation is handled by a live agent, AI technology is augmenting the agents, helping them strengthen their confidence while assisting the customer.

Optimize engagements with reporting and analytics

It all comes down to data. Nuance’s platform provides a user‑friendly, big‑picture view that enables your company to measure and optimize customer experience against business goals and KPIs. Powered by predictive analytics and machine learning, our solutions support targeting across channels as well as more effective management of cross‑channel flow. We offer:

Conversational AI: The tech that powers and inspires

See why Nuance is constantly innovating new and better ways to engage with your customers.

Professional services

Experienced support for exceptional results

Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimize your speech-enabled applications.

Learn how Nuance can help you build omni-channel solutions for your business—and better experiences for your customers.