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Nuance Broadens Analytics Portfolio

Nuance Communications is expanding the Nuance Analytics portfolio with improvements for customer engagement. According to the vendor, Nuance Analytics can identify insights across the customer journey and optimize the customer experience to help organizations to increase operational efficiency, reduce customer churn, improve sales conversion, mitigate risk and maximize ROI.

Building on Nuance’s experience in speech, natural language understanding, and artificial intelligence, Nuance’s Enterprise division is addressing the growing need for integrated analytics that provide insights into the customer journey across all channels, and is expanding its prediction and analytics to complement its customer engagement solutions, powered by AI, to better understand and improve the customer experience.

As part of this expansion, Nuance is partnering with third parties such as CallMiner, a provider of speech and engagement analytics. Nuance’s automation and data science services can be combined with both CallMiner’s Eureka customer engagement analytics platform and Nuance Insights solutions to enable organizations to automate monitoring and scoring of consumer contacts.

With Nuance Transcription Engine powering CallMiner Eureka, and CallMiner Eureka powering Nuance’s voice of the customer (VOC) analytics, said Terry Leahy, CEO and president at CallMiner, Nuance and CallMiner are creating “a world-class enterprise analytics offering.”

In addition to offering a holistic view of the customer experience via the VOC offering combined with the automation insights available through Nuance Insights, to provide additional value, these solutions can also be combined with Nuance Professional Services’ domain expertise to optimize the customer experience. According to Nuance, this enables improved first contact resolution, automated performance feedback to agents, real-time agent assist, as well as automated compliance auditing and risk mitigation.

For more information go to the CallMiner and Nuance websites.

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