Nuance Conversational Interactive Voice Response (IVR) enables human like interactions that allow individuals to selfserve and successfully resolve issues within the IVR. It delivers an intuitive service experience that anticipates the caller’s needs and enables them to interact with the system naturally, in their own words.

Consumers demand faster, simpler ways to engage with companies and resolve issues. Digital platforms like Web and mobile make it easy to selfserve, and continue to raise customers’ expectations. However, call volumes remain high as the conversational interactive voice response (IVR) becomes the escalation channel for more complex issues, putting greater pressure on agents and contact center costs.

Benefits

  • Improved automation metrics (containment, misroutes) through increased use and effectiveness of self‑service

  • Decreased call center cost metrics (cost per transaction, AHT) through improved call resolution and deflection

  • Greater contact center efficiency through improved agent utilization and reduced labor expense

  • Higher customer satisfaction leading to improved NPS scores and greater loyalty

  • Positively differentiated brand perception

  • Consistent experiences across multiple channels allow customers to engage through any method they choose

  • Streamlined costs and investments with technology and support for multiple channels and existing systems

  • Optimized interactive voice response (IVR) solutions offer insights and improvement over time—increasing efficiency and ROI

  • Simplified operations and investments by growing with one market leader

Features

Life‑like, conversational IVR

A new type of IVR that provides the ability to handle inbound telephone queries through enhanced, human‑like interactions.

Stats

People prefer improved IVR experiences

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