Get customers to the right place. First time, every time.
Nuance Call Steering creates streamlined, intuitive IVR experiences that shorten call times, increase customer satisfaction, and improve contact center metrics.
Microsoft + Nuance
Nuance Voice and IVR solutions are part of the Microsoft Digital Contact Center Platform, an open, extensible, and collaborative platform for seamless, omnichannel customer engagement.
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Get callers where they need to go, faster with intuitive IVR routing.
Create seamless IVR experiences
Nuance Call Steering greets customers with a personalized message, or a simple “How can I help you?”, and allows them to describe their needs in their own words.
Using advanced Natural Language Understanding (NLU) capabilities, Call Steering recognizes the customer’s intent and automatically navigates them to the most appropriate service area—creating faster, more convenient experiences for customers, and reducing the need for agent-assisted transfers.
Benefits
Convenient IVR navigation that delights customers
Nuance Call Steering acts as the front door to your Conversational IVR to simplify navigation, accelerate resolution, and free up agents to handle complex cases.
Improve customer satisfaction
Eliminate lengthy and complicated IVR menus and offer customers a simple, intuitive experience that guides them to the right destination using their natural speech.
Reduce contact center costs
Lower costs by shortening call times, reducing the number of misrouted calls, eliminating the need for agent‑assisted transfers, and improving overall call automation rates.
Create a single point of contact
Consolidate your customer service phone numbers into one self‑service application that simplifies the engagement experience for your customers.
Achieve greater control over your IVR
Personalize and optimize your IVR application without relying on an external vendor, using our conversational AI tooling platform, Nuance Mix.
Real-world business outcomes
90%
of customers directed to right agent
40%
reduction in misroutes
37%
increase in agent availability
Features
What you get with Nuance Call Steering
Make IVR navigation an effortless experience.
Built on Natural Language Understanding
Nuance Call Steering combines our proven NLU and conversational AI capabilities to create convenient and seamless IVR experiences.
Learning loop
Nuance technology identifies unrecognized inputs and applies the learning across all dialogs in your IVR, significantly improving intent recognition accuracy.
Complete control
Take ownership of your IVR application with the ability to make personalizations and tweaks without relying on an external vendor.
Your choice of deployment
Deploy a complete, conversational IVR experience wherever you want to, whether it’s on‑premises, in our cloud, in a third‑party cloud, or in a hybrid environment.
Related products
Nuance Conversational IVR
Create intelligent IVR experiences.
Nuance Mix
Build conversational AI applications your way.