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Nuance and IBM

The Leader in Caller Experience Partners with the Leader in Business Process Optimisation to Provide Intelligent, Effective Contact Centre Solutions


Nuance and IBM

Nuance and IBM, each long-time providers of contact centre solutions, entered into a global alliance in 2009 to accelerate innovations in voice technologies. Our joint solutions uniquely improve caller satisfaction, reduce operating costs, increase revenue generation opportunities and strengthen brand for companies seeking to foster loyalty with their customers.

Automated caller experience solutions from IBM and Nuance deliver breakthrough capabilities in customer service interactions. Our joint solutions are driven by self-service and speech recognition capabilities backed by real-time customer relationship management (CRM) data availability, updates and analytics. These customer care solutions reduce contact centre costs, optimise staffing and create revenue opportunities.

  • Nuance is IBM’s preferred Business Partner for speech technologies
  • Joint solutions go beyond the IVR, tying together the multiple channels of the contact centre
  • Research collaboration aims to break barriers with conversational and intelligent speech products

Smart Voice Applications for a Smarter Enterprise

Delivering on the promise of speech automation – creating a superior caller experience while realising the benefits of cost savings and efficiency gains – requires much more than the implementation of technology. It requires a combined effort that touches all parts of the business and includes powerful applications with strategy, business process optimisation and customised solution design that meets your unique needs. This is where the team of Nuance and IBM stands apart.

Today, enterprises must work smarter by adapting quickly to new customer trends and business events. Nuance and IBM understand the value of collaboration among all groups within the organisation and dramatically speeding up the pace of process change. For example, IBM’s family of WebSphere products and processes generate Business Process Management (BPM) and Service Oriented Architecture (SOA) benefits. Nuance automation solutions extend those benefits to the voice channel. Our joint solutions deliver customised and personalised caller experience, with BPM providing the business context and the underlying SOA services providing the information building blocks to drive the application context.

Together, IBM and Nuance deliver both the best caller experience and the rapid return on investment required by contact centre executives. The art and the science of contact centre automation are elevated with the combined efforts of our application designers and speech scientists, data experts and engineers and our implementation and support teams – the largest in the world.

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