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Asynchronous Chat and Virtual Assistant Innovations Added to Nuance Digital Engagement Platform

Nuance is a leader in proving intelligent and automated Al-powered customer engagement solutions globally to large companies.  You will find that there are over 6,500 organizations using Nuance’s self-service technologies with an estimated 14 billion transactions processed per year. There are over 700 professional services team members who integrate Nuance’s customer service solution within the systems of many leading financial and telecommunication institutions, as well as leading healthcare, government entities, and travel around the globe.

Nuance Communications has improved customer self-service with In-app, social messaging bots and platforms, and asynchronous messaging.  Asynchronous chat and virtual assistant innovations have been added to the Nuance Digital Engagement Platform.  These innovations make it practical and possible for companies to engage with their customers using SMS and app messaging.

Messaging has become a popular way to engage with a brand today, and it’s practical since we’re on our platforms and devices so much of the day.  Asynchronous messaging allows for the delivery of that contextual and simple engagement capability for organization, aside from traditional customer service routes.  It allows a meeting with the consumer when they want, where they are, and without the need for the customer to take time calling into a contact center.

For quite a long time now Nuance has supported in-app messaging, Facebook Messenger, and SMS, enhancing messaging capabilities while being able to handle asynchronous communications for human-assisted and automated conversations makes Nuance solutions unique.  They overcome the customer expectation barriers and the volume challenge. Synchronous messaging creates a better way for consumers to receive the information they want and communicate with the organization.  Furthermore, asynchronous messaging allows Nuance to improve the experience when moving a consumer from a voice to a digital channel or when inviting them from an offline channel.

About Gregg Troyanowski

Gregg Troyanowski is president of Promero, Inc.  Founded in 2001, Promero is a leading customer care -call center software expert.  Promero provides valuable insight to customers when selecting a call center technology platform. Promero supports companies of any size or industry and addresses strategic, operational and technological issues always with the focus of providing a solution that is right for the client’s business.  Promero is an authorized managed service hosting provider and reseller of the world’s best in class solutions including Oracle, Aspect, Interactive Intelligence Vocalcom, Five9, CallMiner Speech Analytics, Salesforce, Pipkins, and Riverstar.  Promero’s client list includes companies on Fortune’s Most Admired Companies list.  If your business is considering an application enhancement, replacement or in need of technical support, please contact Promero for a free, no obligation consultation. www.promero.com

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