Nuance Communications
Intelligent, AI-powered customer engagement in every channel.
Executive Summary
Nuance Communications, a Microsoft company, delivers enterprise conversational AI solutions for customer support, primarily for contact centers. The platform leverages advanced AI to automate customer engagements across voice and digital channels, empowers agents with intelligent assistance, and secures interactions through biometric authentication and fraud detection. It is utilized by large organizations and Fortune 100 companies to enhance customer experience, reduce operational costs, and improve agent efficiency, building on decades of AI leadership.
Use Cases
- Automating routine customer inquiries via virtual assistants and chatbots across digital channels.
- Providing real-time assistance and 'next best action' recommendations to live contact center agents.
- Securely authenticating customers and preventing fraud using voice and behavioral biometrics.
- Delivering consistent and personalized customer experiences across all communication channels (omnichannel engagement).
- Transforming traditional IVR systems into conversational, self-service experiences.
- Optimizing contact center operations by analyzing interaction data and agent performance.
Features
Visibility
- Contact Center Analytics: Monitors and analyzes customer and agent performance across all channels to provide actionable intelligence for optimization.
- KPI Tracking and Reporting: Tracks key performance indicators such as Customer Satisfaction (CSAT), Average Handle Time (AHT), and First Contact Resolution (FCR) to measure operational efficiency.
- Omnichannel Journey Mapping: Provides insights into the complete customer journey across various touchpoints to identify pain points and areas for improvement.
Intelligence
- Conversational AI Automation: Automates customer interactions in voice and digital channels using advanced Speech-to-Text, Text-to-Speech, Natural Language Understanding, and dialog management.
- Agent Assist and Coaching: Empowers live agents with real-time recommendations, knowledge base access, and coaching to improve interaction quality and efficiency.
- Biometric Authentication and Fraud Prevention: Secures customer interactions through voice and behavioral biometrics for rapid authentication and proactive fraud detection.
- Virtual Assistants and Chatbots: Enables the creation and deployment of intelligent virtual assistants and chatbots for self-service across web, mobile, and messaging platforms.
- Natural Language Routing: Intelligently routes customer inquiries based on intent, urgency, and sentiment to the most appropriate agent or automated service.
Support
- Dedicated Customer Success Managers (CSM): Provides a single point of contact for strategic guidance, implementation support, and ongoing optimization to ensure successful adoption and value realization.
- Professional Services: Offers expert support from conversational designers and technical teams for solution deployment, customization, and integration.
- Training and Change Management: Facilitates comprehensive training programs and change management strategies to support user adoption and maximize the benefits of the platform.
Technical Specifications
- Architecture
- Cloud-native microservices
- Deployment
- Cloud/SaaS
- Authentication
- Voice Biometrics, Behavioral Biometrics, SSO, MFA
- API Available
- Yes
- MCP Server
- No
Infrastructure
- Azure
AI/ML Stack
- NLP
- Machine Learning
- Speech Recognition
- NLU
- LLM
Integrations
- Microsoft Azure
- Genesys
- NICE
- Epic
- Cerner
Security & Compliance
Certifications: SOC 2 Type II, GDPR, HIPAA
Encryption: AES-256 at rest, TLS 1.3 in transit
Pricing
- Model
- Custom enterprise
- Starting Price
- Contact sales
- Target Customer
- Enterprise only
- Contract Type
- Multi-year discounts
- Free Trial
- Yes, Custom demo (or 90 days for developer platform) (credit card required)
About Microsoft
Microsoft Corporation is an American multinational technology conglomerate headquartered in Redmond, Washington. Founded in 1975, the company is a key player in the computer industry, known for its software, hardware, and services. It has expanded into areas such as cloud computing, artificial intelligence, video gaming, and Internet services.