Customer engagement, intelligently delivered
Nuance omni‑channel engagement solutions deliver the experience customers have come to expect. Get ready to engage your customers anytime, anywhere and on any device. All while protecting customer assets and increasing brand trust.
It’s an omni‑channel world
Customer demands and shifting market dynamics are raising the bar for customer engagement.
- 95% of consumers use more than one channel to connect with the brand
- 75% of customers expect consistency across those channels
- 85% of consumers prefer to self‑service through conversational interfaces using speech and text
- 90% of organizations will ultimately compete on customer service
Nuance is meeting those expectations and competitive criteria by building AI-powered, omni-channel technology that delivers intelligent customer engagement. Nuance digital, voice, security and analytics tools and technology are more than just omni-channel offerings; they are configured to solve business needs, enabled by AI, and deployed by stellar professional services teams.
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Frost & Sullivan: The State of Customer Experience(pdf. Open a new window)
Find out why companies must embrace transformation in the contact center if they want to compete.
Download report(pdf. Open a new window)Delivering results
$16M
Increase in revenue with live chat for a travel & hospitality company
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92%
First contact resolution using the virtual assistant for a leading insurance provider
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>300%
ROI in one year with voice biometrics for a large financial instituition
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26%
Improvement in customer satisfaction, as a result of insights from analytics
Learn more about contact center analytics
Try our tools
Nina
Nina, the Nuance Virtual Assistant, is designed to deliver an intuitive, automated experience for all your digital channels by engaging your customers in natural conversations using voice or text.
Live Chat
Nuance Live Chat enables live agents to interact with visitors at the right time and place to keep your customers engaged throughout the online experience
Text-to-Speech
Nuance Text-to-Speech (TTS) establishes a unique voice for your brand and maintains consistent caller experience across your IVR and mobile channels.
Why Nuance
Nuance offers fully integrated custom solutions that enhance customer engagement while delivering the right content at the right time on the right channel. All to help you acquire and retain customers, protect their assets and increase brand trust. And all while improving the customer experience and reducing support costs.
Customer acquisition
Our customer acquisition solution helps market‑leading brands convert online shoppers into real buyers. Enhance your customer experience while improving your conversion rate.
Customer care
Our customer care solution helps enterprises reduce interaction and operating costs while delivering a brand‑differentiating customer experience. Keep your customers—and keep them happy.
Nuance IQ Magazine
How do you stay ahead of the fraudsters? Innovate!
Nuance Innovation Quarterly: The Security Edition
Take a deep dive into the world of security in the contact center and beyond. Get real‑life stories from the fraud battlefield and hear tales from the pioneers of AI security.
Real world results
An integrated strategy that really flies
Creating a holistic conversation with your customers delivers real results. After just five months of operating with an integrated, multi‑channel customer service strategy, American Airlines reported positive passenger feedback and extraordinary results.
American Airlines takes efficiency to new heights
$5M
saved in call automation
27%
fewer callers asking for agent at main menu (down to 9%)
Capabilities
Deliver consistent, cross-channel and contextually relevant experiences
Design once, deploy many times
Nuance’s AI‑driven solutions enable your brand to deliver consistent customer experiences and intelligence across touchpoints. Which means you can design customer engagements once, personalize for each channel and deploy with a degree of self‑sufficiency. Create with ease. Manage with confidence. Achieve an efficient, centralized investment for your company.
Maintain context across the customer journey
Without maintaining the context of the engagement during transitions between channels, consumers will not have an effortless journey—and both customer satisfaction and lifetime value likely drop. Nuance technology captures customer behavior across applications, along with context and history of the engagement. Then our targeting engine uses this captured intelligence to provide the right experience to the right customer at the right time across channels. In turn, it’s easier to escalate from automated to live agent engagements while maintaining conversational context. Once the conversation is handled by a live agent, AI technology is augmenting the agents, helping them strengthen their confidence while assisting the customer.
Optimize engagements with reporting and analytics
It all comes down to data. Nuance’s platform provides a user‑friendly, big‑picture view that enables your company to measure and optimize customer experience against business goals and KPIs. Powered by predictive analytics and machine learning, our solutions support targeting across channels as well as more effective management of cross‑channel flow. We offer:
- A central repository to store application logs and access data across channels
- Near real‑time visibility to application performance against key KPIs
- Common data visualization, reporting and analytics framework for all channels
Conversational AI: The tech that powers and inspires
See why Nuance is constantly innovating new and better ways to engage with your customers.
Professional services
Experienced support for exceptional results
Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimize your speech-enabled applications.