Contact Center Solutions Featured Article

IVR to Digital Bridges Engagement Gap with AI

July 26, 2017

As digital transformation trudges along, the face of customer service is changing. From phone calls to chat messages and chatbots, call center to contact center, cost center to driver of revenue; change is upon us. The contact center has long served on the front lines of customer service, but today possesses an arsenal of innovative tools like never in history.

This week, Nuance unveiled IVR to Digital, capable of taking customers seamlessly from phone calls to digital channels with enhanced assisted and self service. IVR to Digital is a component of the Nuance Omni-Channel Customer Engagement Platform as well as the newest product in a line of cognitive conversational AI innovations.

With IVR to Digital in place, wait times is reduced by moving targeted calls to an appropriate channel – live chat or virtual assistant. Nuance Nina -- its virtual assistant – comes equipped with quite a bit of capability. Powered by AI, by leveraging live chat can provide a combination of assisted and automated engagement to offer an exceptional rate of resolution.  

The new release addresses three key areas for contact centers: reduced cost, channel engagement optimization and improved customer satisfaction.

“Consumers have embraced virtual assistants and messaging for customer engagement, demonstrating a fundamental shift in consumer expectations for customer service – they expect brands to be available whenever they are, wherever they are,” said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. “Nuance IVR to Digital creates a seamless engagement experience allowing for a simple transition between calls and self-service digital channels – giving consumers the ability to interact with human and virtual agents in the ways that make the most sense for them – and delivering the best-possible experience.”

Have you heard? Digital is the new black. It is an era of transformation, moving past analog to a time of artificial intelligence, natural language understanding, chatbots and more.

What contact center solution are you using?

Edited by Maurice Nagle