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Systems Integration

Link Your Telephony Switch, Interactive Voice Response (IVR) Platform, Computer Telephony Integration (CTI) and Agents Into a Single End-to-End Solution

Nuance knows the infrastructure required to deliver great phone-based customer service experiences. Your IVR must integrate with your traditional telephony switch or voice-over-IP (VoIP) system and also gather data from back-end or legacy systems – whether by scraping old green screens or using a three-tiered Web Services infrastructure. Your CTI environment must pass call data through the IVR to your agents and your agent desktop needs access to this CTI data and to back-end data as well.

Nuance has more than 20 years of experience developing enterprise-level IVR, CTI and agent desktop solutions. We have extensive experience linking a wide variety of back-end and legacy systems to multiple applications. We’ll work with your existing infrastructure to take care of your callers from switch to agent and set you up with cradle-to-grave performance reports. Using Nuance as your systems integrator, you can eliminate the complexities and frustrations associated with multi-vendor contact centre solutions.

 

Why Nuance for Your Systems Integration

  • Partnerships with premier technology companies
  • Experience integrating technologies across entire contact centre
  • Proven delivery system expertise
  • Bringing separate systems together

Partnerships with Premier Technology Companies

We work hand-in-hand with leading technology vendors including our strategic partners Avaya, Cisco, Genesys and IBM. We’ve developed turnkey solutions related to the IVR, CTI and reporting capabilities for specific platforms. Our reusable assets, developed over time across several successfully projects, also accelerate our integration with other systems.

Experience Integrating Technologies Across Entire Contact Centre

Our self-service solutions often integrate with several contact centre technologies, including:

  • PBX / VoIP / SIP
  • Telephone network switches / ACD
  • Web application servers
  • Back-end management systems
  • ERP systems
  • CTI
  • Security
  • Speech application servers
  • Speech ARS / TTS / Authentication

Proven Delivery System

Our systems integration team relies on the Nuance Delivery System to plan, design, develop, deploy and optimise your customer interaction solutions. Our unified process, Nuance PRO, ensures consistent quality of our deliverables through all phases of the project lifecycle.

Expertise Bringing Separate Systems Together

Sometimes our clients merge with other companies and end up with separate systems. We’ve helped many of them integrate multiple contact centres under one infrastructure and tap into data from several repositories while they transition to a unified system.

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