Respecting your customers’ time is the key to delivering the experience they expect. And if your operational efficiency increases by serving customers better across channels, everybody wins.
Quite simply, your customers want to accomplish tasks and resolve issues as quickly as possible. Constantly repeating themselves to achieve a goal is frustrating, and the more time it takes to find a solution the more it costs your organisation. The inability to share information across channels - and across your organisation - can create a truly disjointed customer experience.
Yet by introducing a shared data layer for both proactive multi-channel campaigns and self-service solutions, Nuance creates contextually aware conversations that facilitate faster service and more connected experiences. For example, system knowledge of a recent outbound notification immediately informs an intelligent inbound conversation – “Hello Anne, are you calling about your delayed flight?” – with either a live agent or a conversational IVR.
Natural language technology transforms the traditional IVR experience into one that allows customers to speak naturally to achieve their objectives. Callers are able to use their own words and, in one step, be routed to the right self-service application or contact centre agent. This experience is further enhanced by awareness of outbound campaign strategy. In other words, you can replace "How can I help you?" with "Are you calling about your upcoming appointment?"
Nuance integrates outreach via voice, text, email, live agent and mobile application in a single platform to capture preferences and outcomes of individual interactions. This rich data then provides the context for an inbound conversation, reducing the need for customers to explain themselves and speeding the time it takes to resolve issues.
Creating a holistic conversation with your customers delivers real results. After just five months of operating with an integrated, multi-channel customer service strategy, a major airline reported positive passenger feedback and extraordinary 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.