Nuance Introduces Nuance Care Analytics
Nuance Communications yesterday announced the launch of Nuance Care Analytics, a comprehensive solution for analyzing and improving the caller experience.
Nuance Care Analytics provides detailed, actionable intelligence that companies can use to improve contact center automation and the overall customer experience. It enables organizations to leverage latent information in their contact centers and turn that information to their advantage. Nuance unveils underlying root causes and improvements by providing analytics on the end-to-end customer experience, including interactions with self-service, call routing, agent-customer conversations and post-call interaction feedback surveys. Nuance Care Analytics also includes interpretation of the results, recommended actions, and assistance to customers with implementation and measurement of improvements.
"The analytics space is crowded with a broad variety of vendors delivering promises of easy tools for generic analytics," said Lynda Kate Smith, vice president and general manager of Nuance’s Care business unit. "In reality, these isolated tools simply highlight a problem. It’s still up to the contact center to interpret the resulting information and then implement actual recommendations for measurable improvements. Nuance Care Analytics strengthens our efforts to help companies better support, communicate with and understand their customers."
Distributed as a services offering, Nuance Care Analytics offers a multi-dimensional approach to analytics with the Nuance Analytics Hub, a portfolio of tools that leverages data from multiple information sources within a coherent, comprehensive data structure. By pulling together disparate measurements and aggregating the data within a single view, Nuance Care Analytics ensures "no blind spots" for a more complete analysis of the overall customer experience. Without a multi-dimensional view, organizations run the risk of missing important data that should be measured, as well as a view of how various systems may interact within the contact center. Nuance Care Analytics can operate continuously on 100 percent of a customer’s data, or it can leverage appropriate snapshots of data for point-in-time analysis.
To generate this holistic view of the caller experience, the Nuance Analytics Hub is comprised of multiple analytics capabilities including speech and application analytics, usability testing and assessment, The Nuance Deployment Databank, and customer feedback surveys.
"Analytics is not a tool or a technology; it’s a process, a solution that requires people and expertise," said Scott Taylor, general manager, business consulting, Nuance. "With analytics, you need people to analyze and interpret the results. The real value of Nuance Care Analytics is in aggregating the data from all of the available tools and using people to analyze the results and make recommendations. Nuance consultants, with many years of experience in contact centers, understand this domain and can weigh the data in the context of a specific business problem to interpret the information and make appropriate recommendations."