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
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: customer experience, contact center, voice biometrics, voice authentication, biometrics, customer service, mobile care, customer satisfaction, mobile app, mobile enterprise, authentication, mobile, mobile apps
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.”...
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...
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: customer experience, contact center, mobile phones, customer service, mobile care, customer care, multichannel, mobile app, mobile enterprise, mobile, mobile apps
