by Angela Guess

According to a new press release, “Nuance Communications, Inc. today announced IVR to Digital, an offering that further strengthens the Omni-Channel Customer Engagement Platform, as part of a series of cognitive and conversational AI innovations for customer care. To address rising consumer expectations for seamless and effortless service amidst an evolving landscape of digital and mobile channels, Nuance’s solutions are powering a new generation of customer engagement that enables enterprises to communicate with their customers anytime, anywhere, and through virtually any channel. With IVR to Digital, callers can move seamlessly from traditional phone calls to digital channels, and engage with brands through enhanced self- and assisted service.”

The release goes on, “Omni-channel interactions deliver consistent customer experiences that are connected, continuous, and contextual across all engagement channels. The Nuance Omni-Channel Customer Engagement Platform allows organizations the ability to add new channels quickly and easily. With a platform-first approach, companies can invest in one core AI solution where Nuance can further customize the business logic, speech recognition, grammar libraries, and customer profile information once and deploy it in a variety of experiences, allowing customers to move freely and easily between the channels. Nuance IVR to Digital leverages the platform approach to connect customer touchpoints across the IVR and digital channels for a true omnichannel experience that resolves customer queries quickly and effectively. Organizations can enhance the user experience by seamlessly moving targeted calls to a digital experience using live chat or virtual assistants, to reduce caller wait times and maximize digital channel investments.”

Read more at Nasdaq.com.

Photo credit: Nuance