Nuance Inbound Solutions
Nuance’s Inbound Care Solutions help companies better support their customers by greeting callers at the front door, quickly and securely identifying them and routing them to the correct destination and automating that interaction once they arrive.
NEW! Smart Listener™
Although speech-enabled self-service solutions work well, contact centers don’t always get all the automation possible from them. That’s because callers sometimes respond to system prompts in ways the designers did not anticipate. These unanticipated responses typically outnumber true misrecognitions by a large factor. Nuance SmartListener™
meaningfully improves application automation with no call flow changes so that you can swiftly reduce contact center costs. By helping your speech solution proficiently handle unexpected caller inputs, the Nuance Adaptive Grammar Engine increases the savings from your application by quickly and cost effectively achieving greater automation rates.
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SmartListener Technology
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Nuance Caller Authentication
Contact centers facing the risk of fraud and the costs associated with authenticating callers will find Nuance's Caller Authentication Solutions to meet these challenges while improving the caller experience. Caller Authentication solutions in their simplest form can use user inputs such as DTMF to collect information required to verifiy a caller's identity. More sophisticated caller authentication solutions can include Nuance Verifier technology to compare a voice sample to the voice print on record. In any case, the purpose of a Caller Authentication system is to collect an identity claim for the caller and to verify that identity claim using information collected
from the caller and stored in databases. Learn More
Nuance Call Steering
For contact centers with high call volume and ten or more routing destinations, Nuance Call Steering is the premium, packaged call routing solution that provides accurate and cost-effective routing via a single point of access. Unlike touchtone systems, whose complex menus lead to misrouted calls and a bad customer experience, Nuance Call Steering allows customers to describe their needs in their own words and move directly to their destination so that organizations can direct inbound calls more accurately, more efficiently, and with higher caller satisfaction.
Nuance Automated Support
Nuance Automated Support is a speech-enabled self-service solution focused on complex technical support calls. These calls are some of the most expensive into a call center, typically lasting 10-15 minutes costing $15 or more per call, and requiring highly trained, dedicated agents. To automate these calls, Nuance Automated Support uses Nuance’s SpeakFreely® technology to categorize open-ended customer queries. It then asks follow up questions to determine the best solution from a set of possible answers, and reads back step by step instructions to the customer.
For companies with high volumes of support calls, Nuance Automated Support is the self-service troubleshooting solution that provides high quality, cost-effective customer service for your tech support callers. By combining knowledge management with a sophisticated speech interface, Nuance Automated Support resolves complex support issues quickly, accurately, and inexpensively.
Nuance Multimodal Care
Nuance Multimodal Care solutions enable enterprises to combine the benefits of speech automation with the benefits of SMS messaging. Complex information may be shared visually as well as aurally, and customers may receive receipts on their mobile devices upon completion of calls into the IVR.
By providing mobile callers visual and spoken feedback during customer service interactions, Nuance Multimodal Care delivers a richer user experience and higher automation rates than traditional self-service solutions By sending SMS receipts after the call, many customer follow on calls back to the contact center are avoided.
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