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IVR To Digital for AI Customer Engagement

Shift callers between channels. Seamlessly.

Move callers from the IVR to Digital channels for a better customer experience.

Move callers to the digital channel

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.

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Mind the IVR-to-Digital Gap guide

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Don't Make Them Wait interactive infographic

See how shifting customers between IVR and digital channels delivers a better experience and lower costs.

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IVR to Digital delivers

Learn how IVR to Digital helps optimize service channels and provides a better customer experience.

  • Nuance, bring intelligence to life.
  • Your customers want answers, quickly, easily and seamlessly, across all channels and devices. Some prefer digital experiences such as text, web or live chat, and many still pick up the phone as their first option. But callers may not be aware that many of the reasons they call could be handled in the digital channel. What if there was a simpler, more efficient way to help callers, transition to another channel, saving them time and the frustration of long wait times, and helping your company reduce contact center costs?
  • Introducing Nuance IVR to Digital, an innovative solution that links IVR and digital channels, allowing you to move targeted callers seamlessly to lower cost digital interactions using virtual assistants and live chat agents. With IVR to Digital, organizations can selectively move these calls while giving customers complete control to opt‑in.
  • Conversations can easily transition from calls to lower cost channels such as messaging, in app, or the web. Accelerating service delivery and improving productivity of agents, enabling them to focus on higher value inquiries. With IVR to Digital your callers won’t have to repeat themselves. They’ll get the answers they need, delivering higher satisfaction and great customer experiences.
  • Build a better customer experience and create effortless interactions with reduced costs but connecting phone and digital channels with Nuance IVR to digital. Contact Nuance so we can show you how.

Improve your customer’s experience

Watch how Nuance IVR to Digital helps a caller shift to the right channel and improves customer satisfaction.

  • Nuance, bring intelligence to life.
  • Your customers want answers, quickly and easily. They expect seamless communication across all channels, to get the help they need, no matter what time it is or where they are. Introducing, Nuance IVR to Digital, an innovative solution that moves callers from the voice channel to lower cost digital channels such as messaging, in‑app, or the web, for both automated and human assisted conversations.
  • Let's look at how Michele, a BestBrands customer, receives convenient and timely service through IVR to Digital engagement. Michele is eager to upgrade her iPhone but has some questions, so she calls BestBrands. Welcome to Best Brands. How can I help you today? I have a question about the iPhone 8. We are experiencing high call volumes. Rather than wait for a representative, you can chat with an agent right away by text message. Would you like to chat instead? Uhh, sure.
  • Long hold times can drive up frustration and caller abandonment which can lead to lost sales. Nuance IVR to Digital can decrease wait times by offering callers immediate help through live chat or virtual assistance. Callers that choose to leave the IVR are transferred with context so they don't get lost or need to repeat themselves, resolving their issues faster for increased customer satisfaction. BestBrands controls which callers are offered the move to a digital channel experience…in this case, Michele chooses to continue the conversation through text messaging and the call is moved to a live chat agent for sales assistance. Hi. Welcome to BestBrands! This is Linda. I see you have a question about one of our products. Do you carry the iPhone 8 in gold?
  • Michele is connected to Linda, a BestBrands' live chat agent who's aware that she's interested in one of their products. Linda is able to help her immediately and sends her a link to a comparison for review. By following the link, she is taken to the best brands website. While Michele is comparing the two phones, the chat agent lets Michele know that she is still there to help, through BestBrands' web chat. We do carry the iPhone 8 in gold. Would you like to order it? Can I see a comparison of the iPhone 8 and the Samsung Galaxy S8. Of course. Here is a side‑by‑side comparison.
  • After a quick review, Michele is ready to make her purchase and the agent confirms that it's available at her local store. Is the Gold iPhone 8 in stock at the store in Paramus, New Jersey? Yes it is. Would you like me to place one on hold for you? Sure.
  • Build a better customer experience while optimizing your IVR and contact center. Move targeted callers from traditional phone calls to lower cost digital channels using live chat or virtual assistants.
  • Let Nuance show you how with IVR to Digital solutions.

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Benefits

Reduce contact center costs

Seamlessly 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.

Improve customer satisfaction

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.

Optimize channel engagement

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.

Features

Increase efficiency and maintain control

Smart technology lets organizations effectively select and move the right calls while allowing customers to opt-in.

Call targeting control

Organizations stay in control of which calls are moved and how by specifying criteria or types of calls to target.

Permission-based

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.

Contextual transfer

Seamlessly move targeted users from contact center agents to digital channels while retaining the contextual information.

Support for all IVR and digital platforms

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.

Resources

Data sheets
  • IVR to Digital
    Learn more about IVR to Digital, key features, and the benefits to an organization.
  • Conversational IVR data sheet
    Learn more about Conversational IVR, key features, and the benefits to an organization.
  • Nina data sheet
    Learn more about Nuance’s Nina virtual assistant, key features, and the benefits to an organization.
On-demand webinar
Blog post
  • Leave the IVR hold line behind
    We wait in lines every day. At the bank. At a shop. When it comes to customer service, however, waiting on hold on the phone isn’t great. Customers don’t want to wait to get their issue resolved. Fortunately, there is a better way that allows callers to be moved out of the IVR in favor of a digital experience, saving time and boosting customer satisfaction.

Let us help you build the connection between your IVR and digital channels

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