Contact Center Solutions Featured Article

Nuance Honored at 2017 Stevie Awards

March 02, 2017

Nuance Communications has been providing speech recognition technology for some time now, but it wasn't until Apple used its technology for Siri that more people became aware of the company. Now Nuance provides businesses and consumers around the world with voice and language solutions to simplify the way users interact with devices and systems. This technology has made the workflow of many industries more efficient by using voice to interact with existing systems. The 2017 Stevie Awards recognized the breakthroughs Nuance has made in contact center solutions and named it an industry leader in intelligent customer engagement solutions powered by artificial intelligence (AI).

The Stevie Award trophy is given to business organizations and individuals in more than 60 countries around the world. Nuance announced it was named a winner in eight categories at the 2017 Stevie Awards for Sales & Customer Service for innovation and excellence. More than 2,300 companies were nominated during the selection process for this particular capability.

The company's technology in voice, natural language understanding and AI is able to deliver intelligent omni-channel customer service engagements that allow organizations to create contact center solutions that are more efficient. The awards were given to Nuance and its clients for developing innovative, natural, and personalized experiences for the way in which consumers interact with businesses across different platforms, including IVR (voice/phone), Web, mobile and messaging.

“The Stevie Awards for Sales & Customer Service continues to be among the most competitive and fastest-growing of our awards programs. The growth of the program illustrates the importance of the functions highlighted – sales, business development and customer service – to successful enterprises of all types, and how integral recognition in these domains are to building and maintaining corporate reputations,” said Michael Gallagher, founder and president of the Stevie Awards.

 During the February 24 Gala held in Las Vegas, Nuance and its customers were awarded in eight categories for creating for their consumers. These technologies simplify the way in which and include solutions across platforms.

The awards were given for the following solutions: Nuance’s Nina; Nuance’s Conversational IVR and the City of Dallas; Nuance’s Live Chat & Esurance; Nuance’s Voice Biometrics and TalkTalk; Nuance’s Nina and USAA; Nuance Transcription Engine; Nuance’s Nina and Swedbank; and Nuance Transcription Engine and Oi.

Nina is Nuance's virtual assistant for customer service that is capable of addressing speech and text across Web and mobile channels. Since it was first launched more than four years ago, Nina has evolved with increased capabilities to deliver AI-powered self-service and human -assisted service. The platform is able to leverage tools and, according to the company, operate like a central cognitive brain for deployments across all channels consumers use.

Edited by Alicia Young