Nuance Enterprise Connect Blog

The Holy Grail of getting the right answer, right away

Andrea_Mocherman — Fri, 10 Feb 2012 02:53:00 GMT

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...(read more)

How Hosted IVR can Drive Performance Improvements of 20%-30%

Andrea_Mocherman — Mon, 06 Feb 2012 16:52:00 GMT

Hosted IVR is generating a ton of buzz these days because it's one of the fastest growing segments of the contact center hosting market. In North America alone, enterprises spent $606 million on hosted IVR in 2010, according to Frost & Sullivan...(read more)

Five Reasons Not to Migrate Customer Service to the Cloud

Andrea_Mocherman — Mon, 30 Jan 2012 16:38:00 GMT

Imagine it's the early 1970s and you're a regional bank manager responsible for hundreds of branches and thousands of employees. Your boss asks that you consider installing brand-new automated teller machines (ATMs) so customers don't actually...(read more)

Enterprises: What's Your Mobile Strategy?

Andrea_Mocherman — Tue, 20 Dec 2011 18:37:00 GMT

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...(read more)

Have you Heard from Your Utility Lately?

Andrea_Mocherman — Tue, 13 Dec 2011 00:00:00 GMT

Smart Grid is causing a revolution in the way energy utilities provide service. With the rollout of Smart Grids picking up pace over the next few years, there will be more consumers needing more information which almost always equates to more budget needed...(read more)

Voice Biometrics Goes Mainstream – and Mobile

Andrea_Mocherman — Tue, 06 Dec 2011 20:35:00 GMT

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...(read more)

Voice Biometrics Nears its Tipping Point

Andrea_Mocherman — Wed, 16 Nov 2011 21:31:00 GMT

There are new reports about security breaches related to passwords on a weekly basis, making authentication processes more important than ever. People should be very concerned about using the same password for multiple accounts, because if just one of...(read more)

Customer Service in the Cloud Takes Flight - Will you be in First Class or Coach?

Andrea_Mocherman — Wed, 26 Oct 2011 16:46:00 GMT

Dena Skrbina - Sr. Director, Solutions Marketing, Nuance Communications (Twitter - @dskrbina) If you have a contact center, small or large, chances are that you've already moved some of your customer care infrastructure to the cloud. It's no longer...(read more)

Consumers Willingly use Multiple Channels to Interact with a Company - Does your Cross Channel Experience Stack Up?

Andrea_Mocherman — Mon, 24 Oct 2011 17:27:00 GMT

Since the emergence of multi-channel self-service, there is a growing disconnect between the typical strategy employed in telephone self-service design and what many customers actually need. This blog details the results of a survey that Nuance commissioned...(read more)

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

Andrea_Mocherman — Wed, 19 Oct 2011 18:01:00 GMT

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...(read more)

Bring on the Apple iPhone 4S

Christy Murfitt — Fri, 14 Oct 2011 12:00:00 GMT

Have you seen one yet? The new iPhone 4S ? If you aren’t one of the lucky few who got theirs today, then just wait. You are in for a treat. Today marks a milestone for natural, conversational interaction between consumers and their mobile devices...(read more)

Applying the Principles of Game Mechanics to put the “Fun” Back into your IVR

Andrea_Mocherman — Tue, 11 Oct 2011 02:40:00 GMT

The words “fun” and “IVR” aren’t typically used in the same sentence. But thanks to the concept of game mechanics they just might be more often. In this interview, Eduardo Olvera, Senior UI Designer at Nuance, discusses why...(read more)

New article: Social Media -- How You Can Guide Lost Families to Their Strollers

Sara Kiriakos — Wed, 23 Mar 2011 21:02:00 GMT

Great article by Nuance's own Jeff Foley that was recently featured on 1to1 Media. Social Media: How You Can Guide Lost Families to Their Strollers My family and I were once leaving a crowded show at Disneyworld. Disoriented, we couldn't figure...(read more)

Demystifying Natural Language - Part 3

Jeff Foley — Fri, 04 Feb 2011 21:56:00 GMT

If you’re considering an upgrade to your phone self-service, chances are you’re looking for the facts about “natural language.” It’s become one of those industry buzzwords, much like “cloud computing,” which vaguely refers to many related technologies. There’s a misconception that natural language technology—or its cousins, natural language processing (NLP) and natural language understanding (NLU)—enables a caller to say almost anything to a speech recognition system. With all the confusion surrounding natural language, many don’t realize how it helps their self-service system. The truth is that natural language technology can involve one of several approaches, each effective for different tasks.

In this third post, I’ll talk about who uses natural language and why.

...(read more)

Demystifying Natural Language - Part 2

Jeff Foley — Fri, 07 Jan 2011 21:55:00 GMT

In this second post, I’ll explain why all “natural language” is not the same.

...(read more)