Nuance Notification Hub — The Complete Solution for Multichannel Outbound Notification Campaigns

Today’s contact center executives are focused on cost reduction, revenue generation, and customer satisfaction. To improve these key metrics, more and more contact centers are making a strategic investment in automated outbound care.

Automated outbound notifications are a step beyond other outbound applications such as dinner-interrupting predictive dialing. Whether by SMS, email, or voice channels, these outbound campaigns proactively communicate and interact with customers at specific points in the customer lifecycle. They displace inbound call volume by anticipating the reasons a customer would call. They provide requested event-triggered information that makes for more satisfied customers. They convert more revenue opportunities through personalized, relevant cross-sell and up-sell offers, or even by shortening collections cycles.

To get the most from their outbound notification campaigns, a contact center must be able to design, launch, and measure campaigns that know when and how to reach out to qualifying customers—all while navigating the complexities of complying with key government regulations and best practices.

Nuance Notification Hub is the complete solution for the design, development, launch, management, and analysis of multichannel outbound notification campaigns, helping businesses

• Reduce inbound call volumes. Avoid many costly, inbound calls by proactively contacting consumers with timely, personalized and relevant notifications.
• Increase customer satisfaction. Customers appreciate and in some cases even prefer being contacted in a timely way with information that is relevant to them.
• Generate revenue. Create opportunities for customized cross-sell and up-sell offers to generate new revenue from contact center operations.

Unlike other outbound offerings, Nuance Notification Hub may be deployed on premise, as a managed service, or in a SaaS model. The Nuance Notification Hub solution can be easily extended to integrate with third party outbound dialers. Add-on modules such as Nuance Subscription Manager help companies comply with MMA (Mobile Marketing Association) best practices and FCC (Federal Communications Commission) regulations by allowing customers to set preferences for communication channels and times. With Nuance Notification Hub, your contact center can successfully design, develop, launch, manage, and analyze your multichannel outbound notification campaigns.