Nuance Consumer Insight, Powered by ClickFox, Announces New Customers

By Susan J. Campbell

TMCnet Contributing Editor

 

Speech and imaging solutions provider, Nuance (News - Alert) Communications, Inc., and ClickFox, a Customer Behavior Intelligence company, have announced a series of new customers for Nuance Consumer Insight. This solution, powered by ClickFox, is the industry’s first business analytics suite designed specifically to optimize speech-enabled caller experiences.

New customers include Aetna, AT&T (News - Alert), Bell South, Caremark, Qwest, The Hartford, and XM Radio.

With the launch of Nuance Consumer Insight in 2006, Nuance and ClickFox developed an integrated solution that was designed to deliver dedicated dashboards and reports pertaining to Nuance speech applications. The solution has enabled customers to measure and analyze customer interactions to identify opportunities that optimize the customer experience.

Nuance’s experience in the development and optimization of customer interaction solutions uniquely qualifies the company to follow through on the opportunities exposed by the tool. Ultimately, Nuance is helping companies extract the greatest possible value from their technology investments.

The Nuance Consumer Insight solution is being leveraged by customers for reasons such as the appropriate use of personalization, promotional messaging, before/after analysis of new feature releases, targeted tuning efforts and the evaluation of new automation opportunities.

One customer in the insurance industry was aware that interactive voice response (IVR) call duration was a primary driver of caller frustration. Using Nuance Consumer Insight, the company effectively identified 20 specific opportunities to reduce call duration.

"Together Nuance and ClickFox are delivering analytic capabilities to companies who need deeper and broader understanding about the performance and end-user value of their self-service operations," said Marco Pacelli, chief executive officer, ClickFox, in a Tuesday statement.

"Working with Nuance, we're able to transform existing customer data into true, objective insight by showing customers' step-by-step behavior within interactive systems and across the enterprise. This insight allows customers to base system improvement priorities on facts and to maximize user adoption and customer retention."

Supported by Nuance’s growing Business Consulting practice, Nuance Consumer Insight has the added advantage of customer care industry experts who help businesses make informed decisions about appropriate use of technology for customer interactions.

The organization enables clients to develop, justify and communicate a successful long-term contact center service strategy, while ensuring the contact center is well integrated with other self-service channels.

"Nuance Consumer Insight is uniquely capable of helping organizations gain insight into the overall customer experience," said Scott Taylor, general manager, business consulting, Nuance, in Tuesday’s statement.

"Powered by specialized customer behavior intelligence software from ClickFox and Nuance's unrivaled speech expertise, Nuance Consumer Insight offers a rich 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."

Nuance is uniquely positioned to not only provide organizations with the tools they need to provide optimal self-service options for customers, they can also provide these organizations with the tools they need to measure the customer’s experience while using these channels.

Self-service is becoming more common in the contact center, especially as the demand for such solution is increasing. The performance of these solutions can have a significant impact on customer satisfaction, and therefore must be managed effectively. Solutions such as Nuance Consumer Insight can provide the ‘insight’ that the company needs to ensure they are providing the experience the consumer demands.

 

Susan J. Campbell is a contributing editor for TMC (News - Alert) and has also written for eastbiz.com. To see more of her articles, please visit Susan J. Campbell’s columnist page.