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Multi-channel Customer
Service Solutions

Deliver Smarter Automated Conversations Across Channels

Whether on-premise or on-demand, Nuance Complete Care solutions increase the value of every customer contact by integrating inbound IVR interactions with multi-channel proactive communications, engaging customers with smarter automated conversations that solve more customer problems with fewer calls.


Deliver a Unified, Cohesive Experience

Nuance Complete Care solutions transform your inbound and outbound communications into a single customer-centric solution designed to help you manage your relationship with your customers over the contact lifecycle and beyond. With Nuance Complete Care you can:

  • Engage customers with smarter automated conversations. Save customers time by offering them logical choices relevant to their initial interaction, whether you called them or they called you.
  • Solve more customer problems with fewer calls. Deflect inbound calls by continuing outbound conversations to include additional automated transactions.
  • Reuse your inbound IVR investments. Avoid redundant costs by taking advantage of existing backend and CTI integrations through integration to the right place in your inbound IVR applications.

Rely on Our Expertise

Nuance is an ideal partner to help you deliver Complete Care:

  • Packaged best practices for faster time-to-results. Leverage Nuance best practices gained from extensive vertical expertise in deploying automated customer care solutions. With special packaged pricing and packaged best-practices functionality, you can achieve an ROI in less than 12 months.
  • Natural language technology. Open-ended questions turn every outbound contact into a customer conversation, for instance by asking "Is there anything else I can help you with?"
  • Voice biometrics. Incorporate voice verification and multi-factor authentication into outbound transactions requiring right party connect to make every outreach secure.
  • Step-by-step guidance to a unified customer experience. Nuance's GPS program will help you identify the steps needed to establish a multichannel communications strategy for your customers.

 

Complete Care Applications

Here are just a few examples of how Complete Care can help you deliver a personalized, multi-channel experience:    

Application

Complete Care Example

Benefit

Bill Payment

After a payment reminder, ask the caller if they'd like to pay: "...Great! Would you like to pay using your checking account on file?"

- Improve customer experience by avoiding awkward call transfers or irrelevant menu choices.

- Lower costs by deflecting an inbound call and increase the use of existing self-service applications.

- Streamline business processes by automating additional steps in a workflow.

Payment Reminder

 

Use your inbound IVR to set up or to adjust outbound preferences for future contacts. For example, if a customer is making a late payment using the inbound IVR, suggest a payment reminder for the following billing cycle.

- Improve the customer experience by providing a valuable customer service.

- Lower costs by deflecting an inbound call and increase the use of existing self-service applications.

- Improve revenue with increased collections.

Appointment Reminder

 

After an appointment reminder, allow callers to change the date: "...Okay, say the date that would work better for your schedule."

- Improve customer experience by avoiding awkward call transfers or irrelevant menu choices.

- Lower costs by deflecting an inbound call and increase the use of existing self-service applications.

- Decrease costs associated with missed appointments.

Personalization

 

Prompt recently contacted callers to learn more if they are responding to an outbound message.

- Personalize the interaction by leveraging previous history from integrated outbound campaign data.