Browse by Tags

Real World Voice Biometrics Scenarios: Mobile App Authentication

A few weeks ago, we shared a real world scenario of how Voice Biometrics is being used in the contact center to lower costs, reduce fraud and deliver a great customer experience. Now let's take a look at how Nuance's Voice Biometric solution enables...

Published 01-04-2013 11:37 AM by BBeranek

Filed under: customer experience, contact center, voice biometrics, voice authentication, biometrics, customer service, mobile care, customer satisfaction, mobile app, mobile enterprise, authentication, mobile, mobile apps

Four Best Practices for Ensuring a Successful Voice Biometrics Rollout

Voice biometrics is a fast, convenient and highly accurate way to authenticate customers. Those benefits are why banks, telcos and other organizations are enrolling voiceprints at an average rate of more than 1.2 million per month, Opus Research estimates...

Published 12-21-2012 9:53 AM by BBeranek

Filed under: customer experience, contact center, voice biometrics, voice authentication, biometrics, customer service, customer care, Turkcell Global Bilgi

Why The Future of IVRs is Hosted

If there's one undeniable trend in IVR, it's that enterprises, government agencies and other organizations are migrating to hosted solutions. In 2012, Ovum estimates that hosted and managed speech services will account for 60 percent of the total...

Published 12-13-2012 10:50 AM by Dena Skrbina

Filed under: customer experience, Voice XML, self-service, IVR optimization, customer service, hosted IVR, cloud computing, IVR hosting, customer care, customer satisfaction, IVR, hosted, cloud

Cloud-Based IVR Systems are a Win-Win for Customers and Organizations

Some airlines are replacing their onboard entertainment systems with iPads to shave their planes' weight by a mere 7 percent , yet enough to save tens of millions of dollars annually as fuel costs soar. That's just one example of how companies...

Published 11-06-2012 2:38 PM by Andrea_Mocherman

Filed under: customer experience, customer service, hosted IVR, customer care, hosted

Why Speech is Key for a Great Mobile Customer Service Experience

Fifteen years ago, analysts and investors routinely asked companies, “What’s your Internet strategy?” Today they ask, “What’s your mobile strategy?” The corollary to both questions was, “If you don’t have...

Published 10-10-2012 11:33 AM by Andrea_Mocherman

Filed under: customer experience, mobile care, customer care, speech recognnition, natural language, mobile app

Five Keys to a Great Mobile Customer Service Experience

Five Keys to a Great Mobile Customer Service Experience By Elizabeth Dykstra-Erickson M ore than 80 percent of today’s customer service calls originate from a mobile phone. Some Nuance customers say that more than half of their contact center interactions...

Published 09-25-2012 3:24 PM by Andrea_Mocherman

Filed under: customer experience, mobile phones, customer service, mobile care, customer care, multimodal, mobile app, mobile enterprise, mobile, mobile apps

All-Natural Customer Service is Key to a Healthy Business

Your age says a lot about you, including how you interact with businesses. If you're in your 60s, you likely call customer service when you have a question. If you're thirty-something, you probably try a company's website first and then call...

Published 09-18-2012 4:16 PM by Andrea_Mocherman

Filed under: customer experience, self-service, Self Service, customer service, customer satisfaction, IVR, multichannel, natural language

Customer Service To-Go: The Rise of Voice-Enabled Mobile Assistants

Smartphone adoption continues to skyrocket, with 78 percent of the U.S. adult population owning a smartphone according to the latest Flurry report . Meanwhile, consumers increasingly say that they prefer self-service options when interacting with a company...

Published 09-12-2012 11:39 AM by Andrea_Mocherman

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

Meet Nina - A Q&A with Nuance's Robert Gary

Mobile empowers us to manage our lives and get advice and information when we need it most. But it's voice that removes all the obstacles, allowing us to get more done, faster. Rather than scroll, click and use traditional search, people can ask their...

Published 09-05-2012 5:12 PM by Andrea_Mocherman

Filed under: customer experience, self-service, Self Service, biometrics, customer service, mobile care, call center, customer care, cross-channel, speech recognnition, natural language, mobile enterprise, cloud, security

Don't Overlook the Power of IVRs for Branding

When merchants and other organizations strategize a brand makeover, their interactive voice response (IVR) system is often left out of the mix. With the IVR serving as the front door to the contact center and making an impression on millions of customers...

Published 08-21-2012 2:23 PM by Andrea_Mocherman

Filed under: customer experience, self-service, branding, contact center, customer service, call center, customer care, customer satisfaction, IVR, hosted, cloud

The Art of Frictionless Customer Service

If you haven't heard the term "frictionless" yet, it's time to add it to your customer service lexicon. The skyrocketing amount of inbound calls from mobile phones is a major reason. Some Nuance customers say that more half of their...

Published 08-07-2012 12:25 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, biometrics, mobile phones, customer service, mobile care, customer care, IVR, cross-channel, mobile enterprise, authentication, mobile

Going beyond Natural Language – Three Keys to Wowing Your Customers with Natural Experiences

This post was written by Eduardo Olivera -- Senior Principal UI Designer at Nuance The problem with buzzwords is that they lull people and organizations into assuming that they're a magical cure-all. Case in point: natural language . Sure, it's...

Published 07-25-2012 7:04 PM by Nuance Expert TIPS

Filed under: customer experience, IVR, natural language, US Airways

Oh the Places you will go...with your Hosted IVR

Interactive Voice Response (IVR) has come a long way over the years. What started out as simple systems for banks and airlines to provide after-hours touchtone access to routine requests is expected to grow into a nearly $3 billion market by 2017 , handling...

Published 05-25-2012 4:46 PM by Andrea_Mocherman

Filed under: CTI, customer experience, contact center, customer service, hosted IVR, Nuance On Demand, IVR hosting, customer care, IVR, natural language, hosted, cloud

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

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

Customer Experience Experts Blog

Syndication

Recent Posts

Tags

FREE Resources

Archives