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Calling all customers: Conversational IVR is here

A voice your customers can trust

Why conversational IVR

Touchtone and speech IVR might have been “good enough” in the past, but not anymore. Instead, conversational IVR engages callers using intelligent conversation: “Welcome back, Jim. Are you calling about the order you placed yesterday?”

Today, “easy” is the number one customer service demand – and a 20% increase in simplicity results in a 96% increase in loyalty. With nearly half of all customer service handled on the phone, an IVR that makes it easy for callers has a huge payoff.

Nuance natural language technology powers conversational IVR. Statistical models, intelligent dialogues and design best practices come together to predict and capture the intent of conversations – delivering answers and completing transactions faster than ever.

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Frost & Sullivan: "Benefits of Refreshing the IVR: Customers Speak Out"

Learn how & why customer service leaders are evolving their IVRs

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Create an IVR that Customers Love, Not Loathe white paper

Learn four specific ways to meet/exceed your customers' IVR self-service expectations

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Customer experience

It’s all about the experience

Creating a positive opinion of your company means making it easy for customers to get what they need. With conversational IVR, your callers will feel like they’re talking with their very own personal assistant.

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40% of callers will transfer out of your IVR if there’s not a first-level menu choice that matches why they’re calling

32% of consumers are more likely to use an IVR if it has a natural, conversational interface

Core technologies

Powerful technologies for engaging solutions

Perfected through years of research and development by leading industry experts, Nuance core technologies power the solutions that enhance billions of customer interactions every year.

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Nuance Recognizer

Powered by Automatic Speech Recognition, Nuance Recognizer delivers the industry’s highest recognition accuracy while encouraging natural, human-like conversations for self-service customer interactions.

Nuance Vocalizer

Powered by Text-to-Speech, Nuance Vocalizer is an enterprise-ready spoken output engine that enhances the IVR experience and enables more human, personalised customer interactions.

Call Steering

Powered by Natural Language Understanding, Call Steering lets customers use their own words to describe why they are calling, resulting in a faster, more direct path to resolution.

Nuance OnDemand

As a multi-channel, cloud-based hosted platform, Nuance OnDemand delivers conversational IVR without capital expense or the operational demands of infrastructure.

Conversational IVR in action

Delivering a better experience

Hear how FedEx deployed natural language speech technology on the Nuance OnDemand platform, delivering a more conversational customer experience and exceeding their self-service usage goals.

Energising customer service

Hear how Dutch utility company Nuon replaced their touchtone IVR with a natural language speech interface, improving customer satisfaction and reaping immediate business results.

Professional services

Experienced support for exceptional results

Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimise your speech-enabled applications.

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How to Create an IVR that Your Customers Will Love, Not Loathe
Four ways to meet your customers’ self-service expectations

Premium Voices for IVR
When it comes to automated conversations, it’s not only what you say but also how you say it that matters.

Case studies

Julie, Amtrak’s automated customer service representative, gets callers “on board” and empowers them with intuitive self-service.


IVR: calling for a better experience
A recent Nuance survey reveals insights on the IVR qualities that today’s tech-savvy, connected customers expect, contrasting them with those that make callers phone-slamming mad.

Blog series

Five reasons to use conversational IVR
In the first of a five-part blog series, Dena Skrbina offers tips for increasing consumer expectations for conversational speech, including how natural language usage can help your IVR deliver a better caller experience and reduce contact centre costs.

Let's get conversational and find the right on-premise or hosted IVR solution for your customers.

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