Speech Applications & Solutions

Speech Applications & Solutions Featured Article

 

In a bid to improve the quality of service callers experience when calling into a contact center that uses their speech applications, Nuance Communications introduced today a new customer insight solution.The solution is part of a partnership with provider of customer behavior intelligence software, ClickFox.

 

The new solution will be an extended integration of ClickFox's software and will focus specifically on Nuance (News - Alert) speech applications including, task and product specific dashboards, reports and feature views. Nuance has also entered into a reseller agreement as part of their partnership.

 

Using the solution, enterprises are able to view customer interactions within speech applications as well as other channels and via reports and analyzing of customer data, have a tool that finds specific optimization opportunities.

 

Working together with Nuance allows ClickFox to enhance the speech element of their customer behavior intelligence tools for a view of the caller's experience that helps in determining the best strategies for specific enterprise operations.

 

The goal in the contact center when it comes to customer self-service, and specifically automated telephone interactions, is to keep the caller satisfied and not frustrated with the system. A key way of doing this is to find out the callers preferences and where they wish automation to occur. Having the ability to gain insight into these elements not only improves the callers experience with the system, but reduces call volume and helps enterprises to strengthen positive customer behavior.

 

According to a recent news release, "The ClickFox partnership complements the recent launch of Nuance's Business Consulting practice; a team of voice industry experts who help customers make informed decision about the appropriate use of technology for customer interactions."

 

"Working with ClickFox, we will now be able to offer a richer set of tools and services that deliver fact-based insight about who's calling, why they're calling and the quality of the caller experience. ClickFox also gives us a view of the end-to-end interaction across multiple channels including Web, voice, and live agents which is critical in determining the right service strategy," commented Scott Taylor, general manager, business consulting, Nuance in a statement to the press.