Nuance Communications (News - Alert), a provider of speech and customer interaction solutions for businesses and consumers, has launched an integrated inbound/outbound, multi-channel solution for the customer care call center. 

The Nuance Complete Care increases the value of every customer interaction by integrating inbound interactive voice response (IVR) interactions with multi-channel proactive communications, engaging customers with smarter automated conversations that solve more customer problems with fewer calls, company officials said.

Today consumers are expecting more personalized communications, whether it’s via landline or a mobile phone call, e-mail, SMS or other communications vehicles. The multi-channel communications solutions empower enterprises to offer consistent and personalized interactions across a variety of customer touchpoints, according to industry experts.

Providing a coherent, intuitive customer experience across service channels is a competitive differentiator, and that poor service experiences are a key driver of customer disloyalty, company officials said.

Nuance Complete Care enables businesses to manage the long-term customer conversation over the multiple touch points that occur throughout the customer lifecycle – whether the interaction is initiated by the company or the consumer.

 “While traditionally, businesses have focused on serving their customers well within a single channel such as inbound IVR, with Nuance Complete Care we are taking it a step further by offering a business solution that exploits multiple channels to better manage relationships over the entire customer lifecycle,” said Dan Faulkner (News - Alert), vice president of products and marketing, Nuance Communications, in a statement.

Unlike traditional customer care solutions that simply notify callers or direct them toward lengthy IVR menus, Nuance Complete Care provides customers with logical choices relevant to their initial interaction. This intuitive interaction drives usage of self-service applications, giving companies more use from their existing inbound applications.

Recently Nuance announced a partnership with service quality assurance solutions provider Empirix (News - Alert) to combine Empirix’s technology with Nuance’s hosted and on-premise delivery models for speech solutions.