Nuance IVR Tooling Suite

Build. Create. Adapt.

DIY tools for all phases of the IVR lifecycle


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Make IVR changes fast and efficiently

Nuance IVR Tooling Suite helps organizations use the same market-leading tools as Nuance to design, develop, test, and maintain their interactive voice response (IVR) applications.

Organizations can now do more themselves to make changes and develop their IVR with powerful new tools that span all phases of the interactive voice response lifecycle. From initial design work to QA testing to on-going maintenance, the IVR Tooling Suite ensures organizations can accelerate development time, increase business agility and reduce contact center costs—with less reliance on external vendors.

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Benefits

Accelerate development time

With built in best practices from Nuance, familiar standards and interfaces, plus a host of automation features to streamline development, the IVR Tooling Suite helps staff save time writing code, generating complex grammars and creating test cases.

Developers can spend more time on design and application strategy and less time on regression testing and QA to ensure they finish development projects faster.

Increase business agility

With rapid changes in business, it’s important organizations adapt their customer service channels quickly to meet customer needs. The IVR Tooling Suite features powerful tools that let organizations move faster to adapt and drive change. The ability to rapidly prototype a new interactive voice response (IVR) application or adjust caller menus due to temporary business changes or emergencies means organizations can better respond to changing conditions on their own time.

Plus, products in the Tooling Suite are designed for both experienced developers and non-speech experts alike—allowing more people in an organization to drive changes and increase the ability to get things done.

Reduce contact center costs

Contact center managers seek ways to reduce costs and part of that involves reducing reliance on external vendors. With increased self-service enabled by the IVR Tooling Suite, organizations can do more in-house with less need for external vendor support. Plus, the ability to create grammars that work across channels, test coverage that catches design changes across the system, and the ability to tune and maintain the IVR on their own will greatly reduce on-going contact center costs.

Features

À la carte IVR tools

Choose the right tools to take control of your IVR.

Nuance Application Studio

Nuance Application Studio is ideal for interactive voice response (IVR) customers interested in DIY design documentation or the benefits of automated code or test case generation. A platform independent IVR design documentation tool, it generates customer-facing design artifacts and provides a WOZ testing platform.

Nuance Test Studio

Developers can rapidly create and iterate IVR regression test cases and automatically track test coverage based on design revisions. Then, testing partners Empirix and Cyara can automate these test cases. IVR customers doing their own design updates, migrations, or agile development will reduce QA time and accelerate time to market.

Nuance Development Framework

Improve speed and consistency in IVR development with a platform independent, open‑standards based development framework. Customers interested in DIY or co‑development or have previously lost development work due to migration will benefit from Nuance Development Framework.

Nuance Admin Console

With a simple, user-friendly interface, Nuance Admin Console helps users of all skill levels quickly and easily make immediate changes to their production IVR, including prompt updates, emergency broadcasts, or seasonal messaging. Organizations save money on external vendors with the ability to use Nuance Admin Console to make fast changes to IVR menus to better serve callers.

Nuance Experience Studio

Write Natural Language Understanding (NLU) models once and share across channels. Nuance Experience Studio (NES) allows users to build and maintain one NLU model that can work across IVR and digital channels—eliminating the need to maintain multiple NLUs.

Nuance Insights for IVR

Nuance Insights offers a robust, reliable reporting and analytics solution that provides near real-time understanding of key metrics and changing usage trends. With a data-driven understanding of your IVR, you can get answers to important questions, including where and why calls are being misdirected, issues impacting containment rates, routing, handle time and satisfaction.

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