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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 one, you’d better get one – fast.”...
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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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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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Imagine a person who signs up for cable TV and chooses autopay. A couple of weeks later, she calls to add HBO. The IVR greets her with a reminder that her next payment is due August 1. "Does that mean they'll automatically debit my account August 1?" she wonders. "Or did my autopay...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
08-04-2012
Filed under:
Filed under: self-service, deployment strategies, IVR investment, IVR assessment, Self Service, speech automation, IVR optimization, strategic planning, multichannel, speech recognnition, natural language
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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 a proven way to accommodate customers' self...
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The increased acceptance and adoption of the voice has led to another voice biometrics deployment by Magyar Telekom Plc., the leading telecommunication company in Hungary. With its recently announced deployment of Nuance's VocalPassword, Magyar Telekom is able to automatically authenticate customers...
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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 billions of calls across various channels and...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
05-25-2012
Filed under:
Filed under: CTI, customer experience, contact center, customer service, hosted IVR, Nuance On Demand, IVR hosting, customer care, IVR, natural language, hosted, cloud
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Make Them An Offer They can't Refuse Thanks to the proliferation of connected devices - PCs, phones, smartphones, tablets, games consoles - consumers across all demographics now share a common trait: they are empowered. They now have the freedom to choose how they interact with companies, brands...
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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 not high on their priority list. Their attention...
Posted to
Customer Experience Experts Blog
by
Andrea_Mocherman
on
04-27-2012
Filed under:
Filed under: customer experience, customer service, IVR hosting, call center, customer care, IVR, multichannel, natural language, mobile app, mobile enterprise, hosted, cloud
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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. Apple’s Personal Assistant Siri marks a sea...
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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 out where to find our strollers before we muscled...
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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...
