Nuance and Genesys
Nuance and Genesys integrate self-service with customer data and business logic to deliver personalised customer experiences. The intelligent Customer Front Door™ (iCFD™) from Genesys integrates Nuance self-service applications into a system that orchestrates customer interactions of all types based on your company’s specific business criteria to guarantee the timely and proper treatment of each interaction. The power of the iCFD components (Genesys Voice Platform and Customer Interaction Management Platform) is enhanced with Nuance speech technologies – improving the caller acceptance of self-service as well as easing the transition to agent-assisted calls.
Nuance, a Gold Certified GVP partner, has a dedicated, experienced team focused on designing and deploying Genesys contact centre products – from IVR and routing to screen pop, CTI and reporting capabilities. Together, we’ve helped hundreds of businesses around the world consolidate phone numbers, efficiently gather relevant back-end data to better understand call context and improve the caller experience to gain customer loyalty.
- Nuance is a Gold Certified GVP partner
- Nuance and Genesys - partners since 2001
- Integration of self-service with customer data and business logic
- Delivering an end-to-end view of a call and callers' interactions, in real-time and historically
- Identifies opportunities to up-sell based on caller intentions an past customer data
The mission of Genesys, an Alcatel-Lucent company, is to be the leading supplier of Enterprise software and best practices that enable best-in-class customer service. Whether it’s managing customer interactions with the contact centre, over the web or using smartphones, the Genesys software suite dynamically connects customers with the right resources - self-service or assisted service - to fulfil customer requests, optimise customer care goals and efficiently use resources.
This mission dovetails perfectly with Nuance and is the foundation of our long-standing strategic partnership. No other Genesys partner offers the capabilities and expertise of Nuance. Our core technologies are fully integrated with all Genesys IVR platforms and our Enterprise Services team has dedicated resources with deep knowledge of Genesys IVR, Customer Interaction Management (CIM) platform and in developing in the Genesys Composer environment.