Nuance Insights

Automated, reliable reporting and analytics for IVR

Is your IVR application performing at its best?

Without the proper tools, it’s difficult to know exactly how your speech application is affecting your company’s customer satisfaction, efficiency and costs. But the impact interactive voice response (IVR) performance can have on your KPIs is huge.

Your net promoter score, your average handle times and your first‑call resolution rates all rely on how well your IVR is doing its job. That’s why you need effective analytics and reporting tools to monitor and optimize your IVR application. Nuance Insights delivers all that and more.

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Nuance IVR Assessment

Nuance IVR Assessment

Take this quick, 12-question assessment to find out what you can do today to up-level your IVR and deliver a better customer experience and lower cost-to-serve.

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Understand your IVR performance

Nuance Insights is the powerful, efficient way to measure how your IVR application is performing. With detailed analytics and reporting capabilities, delivered with best‑in‑class data visualization, you can dig deep into how your call flows are working, ensure your IVR is interacting with callers effectively, and find out if your business is getting the ROI it needs.

Features

Comprehensive data. On any platform.

Out‑of‑the‑box reporting

Nuance Insights comes complete with pre‑built analytics and reporting functions, so you can get started right away or customize your own detailed reports that are unique to your business.

Deep and wide analysis

Drill into your data for detailed analysis of your IVR speech application at a granular level. And pull in data from multiple sources, so you can build an accurate, comprehensive picture of how your IVR is performing against your KPIs.

Flexible platform support

Nuance Insights is designed to work across any device or platform, so your teams can access the data and reports they need anywhere, at any time.

Rules‑based authorization

Easily establish rules for who can access what. Nuance Insights ensures security by allowing only those with the right permissions to see and analyze your data.

Benefits

Analyze, optimize and visualize

Maximize your ROI

Map your customer journeys from contact to resolution for end‑to‑end visibility. And measure your IVR’s performance against key metrics such as containment, average hold time and self‑service rates.

With near real‑time data that’s constantly updated and compared with historical data, you can track trends in call volume and duration, identify which requests are contained and which go to your live agents, and find out how many calls are resolved the first time. This will help you understand exactly where optimization can help you drive more return on your investment.

Increase efficiency

Nuance Insights is designed to be fast, simple and user‑friendly, so you and your team can pull meaningful insights from your data immediately.

Powerful data visualization tools on a customizable dashboard put key metrics directly in front of you, so you can identify areas where your IVR application is performing well and where it can improve. And you can adjust your strategy and workflows accordingly.

Minimize operational risk and ensure data privacy

Designed for reliability and security, Nuance Insights ensures all your data is safe and accounted for.

With redundancies and component monitoring built in for high reliability, you can avoid the classic single point of failure. And with encryption and secure protocols in place, you know exactly where your data is being stored and how it’s being analyzed.

It's time for a new level of insight in your contact center.

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