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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 a 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.

  • Nuance, bring intelligence to life.
  • You invested in an IVR to give your customers the great self‑service experience they deserve – and to increase operating efficiencies for your organization. So, what’s next? How do you keep your IVR performing at the highest level possible? How do you use it to help build customer loyalty and keep costs in line?
  • Nuance Insights can help you visualize and optimize performance of your IVR with reporting tools and analytics that help you understand key metrics and changing usage trends. Get data‑driven answers to important questions like: are callers able to complete their tasks? What are they saying to your IVR? Or why are they transferring to an agent? And if something goes wrong, the analytics solution will show you what occurred and why, so you can quickly respond and address the issue.
  • Let’s take a look at how Nuance Insights can help Kevin, a manager at Sphere Corp optimize his IVR’s performance.
  • Kevin’s team implemented a best‑in‑class IVR system to help automate customer engagement…or accurately route callers to the best contact center agent. As part of every Insights deployment, Nuance customizes reporting based on your specific business needs. Kevin is able to ensure the IVR is performing as expected and determine where improvement opportunities exist, all through the powerful Key Performance Indicator Dashboard.
  • Nuance Insights monitors a wide variety of metrics, from call volume and transfer rates to error‑based transfers. This allows Kevin to solve problems that arise unexpectedly. For example, when a call center manager notifies him that there’s been a sudden spike in call traffic, Kevin can easily identify the issue and get the problem resolved.
  • Nuance Insights can also be used to identify trends that help pinpoint further improvement opportunities like when callers struggle to complete their task. It can also analyze crucial call flows that include intent capture and authentication, and it can even let Kevin listen to what people say that leads to their difficulty. Armed with this data, he can decide where to focus the next round of optimization and consider opportunities for additional IVR self‑service automation.
  • Nuance Insights makes it easy to prepare and report on the IVRs overall operation. Its intuitive interface gives Kevin the ability to provide near real‑time insight into caller interactions, even during executive meetings. Nuance Insights is a customized analytics solution that delivers advanced, actionable and easy‑to‑use tools based on the specific KPIs and ad‑hoc views your company needs to monitor, assess, and react to service performance metrics and to improve business results. You need data to drive great decisions. Let Nuance Insights show you how.
Features

Comprehensive data. On any platform.

Out‑of‑the‑box reporting

Nuance Insights comes complete with pre‑built analytics, more than 30 standard reports, and flexible reporting functions, so you can get started right away. Our ad‑hoc and customizable options to create your own detailed reports to meet the unique needs of 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.

Hosted and On-premise offerings

Whether you want the flexibility and scalability of the cloud or prefer to manage your data yourself, Nuance offers both Nuance Intelligent Engagement Cloud and on‑premises solutions. Both provide automated analytics and reporting tools to monitor and optimize your applications while allowing for maximum customer choice and flexibility.

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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