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Nina Web: the Next Generation of Customer Service – A Smarter Multi-Channel Nina That Speaks Your Language

We're excited to announce that Nina, the virtual assistant for customer service, has been expanded to the web, now adding text-based virtual assistant capabilities to enterprise web marketing, ecommerce and support applications. Nina has become smarter...

Published 03-04-2013 10:20 PM by BBeranek

Filed under: customer service, CRM, customer care, mobile app, mobile, mobile apps, Nina, NLU, USAA, Natural language understanding

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

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

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

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

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

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

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

Enterprises: What's Your Mobile Strategy?

Fifteen years ago, analysts and investors frequently asked enterprises, “What’s your Internet strategy?” The unspoken corollary was, “If you don’t have one, you’d better get one fast, or you’re toast.” Today...

Published 12-20-2011 1:37 PM by Andrea_Mocherman

Filed under: contact center, IVR optimization, customer loyalty, mobile phones, customer service, mobile care, customer care, mobile

Voice Biometrics Goes Mainstream – and Mobile

Banks, telcos and government agencies are just three examples of the organizations that are leveraging voice to streamline and enhance authentication, including on mobile devices A person's voice is one of a human being's most unique attributes...

Published 12-06-2011 3:35 PM by Andrea_Mocherman

Filed under: self-service, contact center, voice biometrics, voice authentication, biometrics, call center, customer care, authentication, mobile

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