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Nuance is the leading provider of speech applications, services and technologies for contact centers. Contact center business managers, hosting providers, and carriers worldwide trust Nuance to handle their critical customer interactions. Our solutions, available through a wide range of platform partners and integrators, deliver significant cost savings while enhancing customer satisfaction.
Detailed Corporate/Product Summary:
In an ideal world, every customer who called into a contact center would be greeted within a few rings by a knowledgeable, live person who spoke their language and could offer immediate help with any topic. Providing outstanding and personalized care would be easy if funds were unlimited – but they never are. The challenge is to determine when and how to provide automated options, how to keep calls swift and efficient, and how to make the most of your expensive – and invaluable – customer service agent’s time.
Before speech solutions, contact centers had two options for handling inbound calls:
- Greet each caller with a live agent (which, in the real world, introduces hold times and becomes prohibitively expensive); or
- Direct callers into a touchtone system (which can automate some calls, but is very impersonal and often leads to frustrated customers opting out for a live agent).
This has been the tradeoff faced by contact centers: deflect people to impersonal self-help menus or sacrifice automation rates by adding more agents. But today's new generation of speech solutions provide high automation rates as well as a conversational experience that's as close as possible to that of a live operator.
Having deployed more than 2,500 speech-enabled applications – from small auto attendants to the largest call centers in the world – Nuance Communications has amassed an unprecedented level of experience and insight into what makes speech solutions work well. Our speech applications allow contact centers to adapt dynamically to meet each caller's needs and expectations, provide personalized service with a consistent brand, and enhance the total customer experience.
Nuance's speech recognition software is the most accurate and high-performing ASR (automatic speech recognition) that businesses can use to automate their contact center services. It is highly flexible, and able to handle recognition tasks of any type of conversation, from basic recognition tasks ("Please say yes or no.") to deriving the meanings of responses to totally open questions ("Hello. How can I help you today?"). With support for more than 45 languages and dialects, Nuance speech recognition gives you the largest possible choice of languages and dialects on the market.
In any telephone conversation, information needs to flow both ways. Text-To-Speech (TTS) allows applications to talk to customers directly and dynamically, without the intervention of live operators and without the limitations and potential expense of developing and maintaining prompt libraries. As speech applications become more natural and conversational, the highest quality TTS is required to enable more efficient and personal interactions. With Nuance TTS solutions, all spoken output your customers hear is of the highest quality in a voice that is consistent with your corporate identity.
The Nuance HumanTouch initiative helps contact centers create a much better caller experience by reducing caller frustration and providing a more flexible, adaptable experience. At the same time, HumanTouch augments the well-known business benefits of speech solutions: increasing ROI, reducing TCO, and lowering opt-outs and hang ups.
Speech automation implementations allow customers to complete self-service tasks while providing intuitive and immediate access to a live agent for more complicated problems. And that can help make every customer experience a positive one.
Whitepapers Provided by Nuance
The Voice Automation Top 10: Key Considerations For Deploying Speech
February 2005
 (722 kb)
Customer Experience
The Five Essential Facts That Every Company Needs to Know
January 2005
(789 kb)
Delivering Cost Savings and The Best Customer Experience: Speech Versus DTMF
January 2005
(759 kb)
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