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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

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

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

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

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

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

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

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

Why 95% of Apps are Quickly Abandoned – and How to Avoid Becoming a Statistic

First, the good news: Android and iOS users download an average of 10 apps per month. Add in Nielsen's prediction that in some markets - such as the United States - the installed base of smartphones will outnumber feature phones by the end of this...

Published 10-19-2011 2:01 PM by Andrea_Mocherman

Filed under: mobile care, mobile app, mobile enterprise

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