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.
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.
Learn about AI, voice and speech engines, human/AI blending, omni‑channel delivery and security and authentication.Get it now
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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Calls to live agents the conversational IVR eliminated per month for a logisitics company
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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.
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.
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.
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.
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:
See why Nuance is constantly innovating new and better ways to engage with your customers.
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.