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.

It’s an omni-channel world

Customers have embraced an omni-channel mentality that brings all touchpoints together in one seamless experience – and they expect your company to know who they are, where they are, what they want and what their history is with your brand. A true omni-channel experience turns each encounter into a meaningful, personalized and productive engagement. In store, online and on the go.

Nuance provides omni-channel solutions for customer acquisition and customer care – enabled by digital, voice, outbound and security products, powered by AI technology and deployed by stellar professional services teams. Get ready to convert and keep customers for life through intelligent, engaging customer experiences.

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Forrester 2017 Customer Care Trends report

Forrester: 2017 Customer Service Trends

Read this report on how contact center operations are becoming smarter and more strategic.

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McKinsey Research:  Winning the Expectations Game        /content/dam/nuance/en_us/enterprise-new-collateral/Nuance_McKinseyCustomerCare_AR.pdf

McKinsey: Winning the expectations game in customer care

Learn how to adapt your company’s customer engagement to meet rising expectations and capture loyalty.

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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.

Stats

Customers crave better engagement

89%

Companies with strong omni-channel customer engagement strategies retain on average 89% of their customers, compared to 33% for companies who don’t.

“The State of Omnichannel Shopping – Statistics and Trends.” Khalid Saleh. Invesp.

73%

Of US online adults say that valuing their time is the most important thing a company can do to provide good online customer service.

“Your Customers Don’t Want to Call You For Support.” Kate Leggett. Forrester. 2016.

88%

When customers can resolve issues quickly and easily on the web, they are likely to buy more – with 88% saying they will increase their spending.

“The benefits of web self-service.” www.top50companies.co.uk.

Capabilities

Deliver consistent, cross-channel and contextually relevant experiences

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.

Meet your customers’ expectations

In today’s hyper-connected world, customers want things done quickly, efficiently and on their terms. Hear how American Airlines (US Airways) partnered with Nuance to deliver a dramatically improved customer experience and better business results.

Stats

American Airlines takes efficiency to new heights

$5M

Saved in call automation.

27%

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

Take the omni-channel customer journey

Our infographic illustrates how Nuance omni-channel solutions seamlessly engage customers along every step in their purchasing journey.

Explore the customer journey
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.

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