Nuance Enterprise Connect Blog

The Real Business Value Of Voice Biometrics Through Real Deployments

Security has long been the singular focus of voice biometrics applications. And for good reason. A voice print, is as unique to an individual as a fingerprint or iris scan. And since speaking is what we do naturally, voice is as user-friendly as it is...

Published 05-15-2012 7:01 PM by Andrea_Mocherman

Filed under: customer experience, contact center, voice biometrics, voice authentication, customer service, customer care, IVR, speech recognnition

The Impact Technology is Having on the Customer Service Experience

Make Them An Offer They can't Refuse Thanks to the proliferation of connected devices - PCs, phones, smartphones, tablets, games consoles - consumers across all demographics now share a common trait: they are empowered. They now have the freedom to...

Published 05-07-2012 1:14 PM by Andrea_Mocherman

Filed under: contact center, Self Service, mobile phones, customer service, call center, customer care, IVR, multichannel, natural language, authentication

Why Companies Need to Modernize their IVR Systems

In this business it's not uncommon to encounter customer care professionals that question the intelligence of making large improvements to their IVR applications. Many view themselves as visionaries, so investing in a twenty year old technology is...

Published 04-27-2012 1:01 PM by Andrea_Mocherman

Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, hosted, cloud

Maturing Mobile Strategies – How Enterprises are Preparing for Smartphone Users

It's clear that today's company needs to be where their customers are, and a growing number of influential customers are highly mobile. Most enterprises today realize that mobile consumers are the most influential segment of their customer base...

Published 04-16-2012 3:06 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, Self Service, call center, cross-channel, mobile enterprise, mobile, mobile apps

Connected, informed, independent, self-reliant, and impatient - The Now Consumer

Today's customers and the way they choose to gather information and interact has changed dramatically. The explosion of smartphones, social engagement and natural language assistants have permanently shifted consumer behavior and expectations. Regardless...

Published 04-06-2012 12:25 PM by Andrea_Mocherman

Filed under: customer experience, contact center, customer service, call center, customer care, customer satisfaction, cross-channel, multimodal, mobile, mobile apps

New Nuance Research Reveals Serious Mobile App Shortcomings; Banks Have Lots To Learn

Written by Peggy Anne Salz - Follow on Twitter @mobilegroove What do we really want from our branded, self-service mobile apps? The numbers tell a mixed story. Usage data shows we appreciate instant access to the companies we do business with via mobile...

Published 04-04-2012 1:50 PM by Andrea_Mocherman

Filed under: self-service, banking, contact center, mobile apps

Is the Contact Center Moving On-Device? Catching up with Ovum's Daniel Hong

The advance of smartphones and the avalanche of mobile apps are forcing enterprises to rethink their customer care services. Where do mobile apps fit in? How can they complement contact centers to provide and user-friendly customer care, allowing customers...

Published 03-26-2012 2:27 PM by Andrea_Mocherman

Filed under: customer experience, contact center, mobile phones, customer service, mobile care, call center, customer care, multichannel, mobile app, mobile enterprise, mobile

Infographic: A Fun Look at the Evolution of Self-Service

Today’s consumers want access to information now – and armed with technology they get it. More than a century in training, coupled with major advancements in technology have made self-service the norm. Today’s " Now Consumer"...

Published 03-20-2012 3:15 PM by Andrea_Mocherman

Filed under: self-service, customer service, customer care

New Research Reveals What People REALLY Want In Customer Service Apps

Mobile app downloads continue to grow from strength to strength, breaking records and exceeding analyst expectations. However, a raft of reports — including a recent survey by Pew Research Center's Internet & American Life Project —...

Published 03-19-2012 1:58 PM by Andrea_Mocherman

Filed under: customer experience, contact center, mobile phones, customer service, mobile care, customer care, multichannel, mobile app, mobile enterprise

Super Charging Contact Centers with the Cloud

The Cloud is the one to watch, with surveys and reports ranking it high in the list of 2012 mega-trends. But the real story isn't about the unlimited storage the Cloud offers companies and consumers to stockpile their digital stuff. The Cloud is moving...

Published 03-13-2012 3:51 PM by Andrea_Mocherman

Filed under: contact center, Self Service, customer service, hosted IVR, cloud computing, Nuance On Demand, customer care, cloud

Mobile Customer Service Apps: How to Keep 'Em Coming Back

If you're a consumer-facing organization hoping to use mobile to build a strong, long-lasting relationship with your customers, there’s some good news! A new survey shows that smartphone owners are increasingly downloading not just games but...

Published 03-05-2012 3:30 PM by Andrea_Mocherman

Filed under: customer experience, mobile phones, mobile care, customer care, multichannel, mobile app, mobile enterprise, mobile

For Turkcell, Voice Biometrics Makes Customer Service a Market Differentiator

It’s rare for a telecom company to play up great customer service as a major market differentiator, but that’s exactly what Turkey’s largest mobile operator did — and with results impressive enough to make its competitors and peers...

Published 02-24-2012 4:34 PM by Andrea_Mocherman

Filed under: contact center, Self Service, speech automation, voice biometrics, voice authentication, biometrics, customer service, customer care, authentication

Voice Recognition Apps Giving More of What you Need

You’ve been talking to your cell phone for years, but it’s always been to the person on the other end. Thanks to a new breed of smartphone applications – or “apps” – there’s a good chance that some of your future...

Published 02-23-2012 1:58 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, mobile phones, mobile care, call center, customer satisfaction, personalization, multichannel, mobile

Why are Companies Firing their Hosted IVR Provider?

Hosted IVR is finally gaining momentum. Upwards of 50% of new IVR implementations this year will be hosted. Even though it’s new to many, a large number of leading enterprises actually adopted hosted IVR several years back. The attraction at that...

Published 02-14-2012 4:34 PM by Andrea_Mocherman

Filed under: contact center, Self Service, hosted IVR, IVR, cloud

The Holy Grail of getting the right answer, right away

Smartphones are now the majority of mobile phones in countries such as the United States, and at the end of 2011, nearly 15% of U.S. consumers went online using a tablet, according to eMarketer . By 2014, more than one in three online consumers will use...

Published 02-09-2012 9:53 PM by Andrea_Mocherman

Filed under: customer experience, customer service, customer care, customer satisfaction, cross-channel, multichannel, cloud, mobile, prodigy, mobile search

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The Real Business Value Of Voice Biometrics Through Real Deployments

The Impact Technology is Having on the Customer Service Experience

Why Companies Need to Modernize their IVR Systems

Maturing Mobile Strategies – How Enterprises are Preparing for Smartphone Users

Connected, informed, independent, self-reliant, and impatient - The Now Consumer

New Nuance Research Reveals Serious Mobile App Shortcomings; Banks Have Lots To Learn

Is the Contact Center Moving On-Device? Catching up with Ovum's Daniel Hong

Infographic: A Fun Look at the Evolution of Self-Service

New Research Reveals What People REALLY Want In Customer Service Apps

Super Charging Contact Centers with the Cloud

Mobile Customer Service Apps: How to Keep 'Em Coming Back

For Turkcell, Voice Biometrics Makes Customer Service a Market Differentiator

Voice Recognition Apps Giving More of What you Need

Why are Companies Firing their Hosted IVR Provider?

The Holy Grail of getting the right answer, right away