Speech Technology Magazine

 

Nuance Releases New On Demand Insight for Nuance On Demand Customers

Web-based analytics and reporting tool provides actionable insights in the contact center.
Posted Jul 27, 2010
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Nuance Communications today released its On Demand Insight, a Web-based interactive voice response (IVR) analytics and reporting suite for Nuance On Demand inbound customers. 

Nuances On Demand Insight (ODI) provides customers with actionable insights that can be used to optimize performance of self-service customer care applications and make smarter business decisions to increase automation, deliver a superior customer experience, and reduce costs in the contact center. Nuance ODI allows contact center managers and business managers to analyze IVR performance metrics such as containment rates, speech recognition rates and task completion rates, look at behavior patterns by caller types, and drill-down to relevant details to identify root cause.   

As one of the largest private speech clouds for the contact center market, Nuance On Demand handles more than 30 million customer care calls a month and more than 2 billion speech interactions a year. 

The effectiveness of an IVR system and customer satisfaction in call centers can be improved by optimizing the many parts of an IVR application, said Steve Cramoysan, research director at Gartner. “Tools which provide information and insights that enable companies to identify & prioritize which parts of their IVR application would most benefit from optimization, can play a critical role in achieving these benefits.

Nuance On Demand allows enterprises to gain an understanding of their customers and to serve them more effectively, said Tom Chisholm, senior vice president of the enterprise division at Nuance Communications. In working with our customers, we recognized the opportunity as well as the industrys need for metrics and analytics in the contact center, and On Demand Insight takes our speech cloud to a whole new level by giving customers the ability to rapidly improve and adapt, based on what theyre learning about their customers.

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