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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, with the ability to engage in customer service...
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Nuance has just been named a finalist in the seventh annual Stevie® Awards for Sales and Customer Service Technology Partner of the Year. Nina Mobile, the intelligent virtual assistant that is transforming the way enterprises can deliver mobile customer service, stole the spotlight as one of only...
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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 secure, yet convenient, authentication by users...
Posted to
Customer Experience Experts Blog
by
BBeranek
on
01-04-2013
Filed under:
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
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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. But voice biometrics isn't something that...
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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 spending on IVR speech solutions in North America...
Posted to
Customer Experience Experts Blog
by
Dena Skrbina
on
12-13-2012
Filed under:
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
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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 are seeking every opportunity to protect their bottom...
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When people call customer care, they typically hit zero because they want to talk to a human instead of serving themselves, right? Wrong. Recent surveys show that up to 76 percent of consumers believe that self-service is more convenient than other options. That preference is even higher among Gen Y...
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Ever press zero or say “operator” rather than enduring the maze of menu choices when calling your bank or airline? Every time a customer escapes an interactive voice response system, that organization’s bottom line takes a hit. At a mid-size bank, for example, even 1 percent of additional...
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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 – voice and data – now involve...
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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 if you can't find what you need online. If...
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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. Put those two trends together, and they highlight...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
09-12-2012
Filed under:
Filed under: customer experience, contact center, mobile phones, customer service, mobile care, customer care, multichannel, mobile app, mobile enterprise, mobile, mobile apps
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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 mobile virtual assistants to lend a helping hand...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
09-05-2012
Filed under:
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
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When it comes to customer service, consumers are taking charge. When they pickup the phone they want to get answers - fast. But are consumers really getting the results they want the way they want them? A recent consumer survey of attitudes around present-day caller authentication systems shows this...
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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 every year, that's a mistake. Evidence shows...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
08-21-2012
Filed under:
Filed under: customer experience, self-service, branding, contact center, customer service, call center, customer care, customer satisfaction, IVR, hosted, cloud
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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 contact center interactions now involve a mobile device...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
08-07-2012
Filed under:
Filed under: customer experience, self-service, contact center, biometrics, mobile phones, customer service, mobile care, customer care, IVR, cross-channel, mobile enterprise, authentication, mobile
