Move callers from the IVR to Digital channels for a better customer experience.
Nuance IVR to Digital is an innovative solution for contact centers that optimizes the interactive voice response (IVR) experience by helping targeted callers move seamlessly from traditional phone calls to a digital experience with a virtual assistant or live chat.
Organizations can blur the lines between channels and eliminate silos across their customer service experience by connecting phone and digital channels for effortless interactions between agents, consumers, and self-service.
Nuance IVR to Digital provides a better overall customer experience and enables organizations to reduce support costs, improve customer satisfaction, and optimize their channel engagement.
Mind the IVR-to-Digital Gap guide
Learn how to seamlessly bridge channels for a better customer experience.
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See how shifting customers between IVR and digital channels delivers a better experience and lower costs.
Take a lookLearn how IVR to Digital helps optimize service channels and provides a better customer experience.
Watch how Nuance IVR to Digital helps a caller shift to the right channel and improves customer satisfaction.
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Get startedSeamlessly move selected customer conversations away from contact center agents to lower cost channels such as messaging, in-app, or the web for both automated and human-assisted conversations.
Call center executives can reduce call center costs by increasing consumer self-service while still meeting customer expectations and preventing future calls by training customers to self-serve.
In today’s digital world, consumers want answers quickly. Long hold times drive up frustration and caller abandonment. IVR to Digital can decrease wait times by offering the caller immediate assistance.
IVR to Digital provides contextual transfers so callers don’t get lost or repeat themselves – resolving their issue faster for increased customer satisfaction. It also increases future self-service by allowing agents to teach customers via a web co-browsing session to show how to complete tasks and help themselves the next time an issue arises.
Sometimes talking to a contact center agent isn’t the most effective way to manage an issue as agent costs are higher than digital channels. Companies using IVR to Digital can move selected customer engagements seamlessly from the contact center to more efficient, lower cost channels.
Moving lower level calls to digital channels increases contact center agent productivity and improves their ability to focus on higher value or more complex queries.
Smart technology lets organizations effectively select and move the right calls while allowing customers to opt-in.
Organizations stay in control of which calls are moved and how by specifying criteria or types of calls to target.
The caller is in complete control as IVR to Digital launches co-browse or transfers to chat only after the user has accepted the invitation.
Seamlessly move targeted users from contact center agents to digital channels while retaining the contextual information.
Nuance IVR to Digital works cross platform. Organizations with a Nuance Conversational IVR or any other IVR system can integrate the hand-over to their digital channels.
