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...
Posted to
Customer Experience Experts Blog
by
BBeranek
on 03-04-2013
Filed under: customer service, CRM, customer care, mobile app, mobile, mobile apps, Nina, NLU, USAA, Natural language understanding
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...
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...
Posted to
Customer Experience Experts Blog
by
BBeranek
on 12-21-2012
Filed under: customer experience, contact center, voice biometrics, voice authentication, biometrics, customer service, customer care, Turkcell Global Bilgi
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: customer experience, Voice XML, self-service, IVR optimization, customer service, hosted IVR, cloud computing, IVR hosting, customer care, customer satisfaction, IVR, hosted, cloud
Could your premises-based IVR handle a sudden, eightfold increase in daily call volumes? It's not a farfetched scenario. On the Sunday before Hurricane Sandy, one major U.S. airline fielded 400,000 calls, up from 50,000 on a typical Sunday. That kind of sharp increase isn't limited to storms...
Posted to
Customer Experience Experts Blog
by
Dena Skrbina
on 11-14-2012
Filed under: contact center, strategic planning, hosted IVR, IVR hosting, customer care, queue times, customer satisfaction, hosted, Nuance OnDemand, disaster planning
