Nuance Partners with TouchCommerce for Customer Engagement Solution

TouchCommerce is combining Nuance Communications' natural language understanding (NLU) capabilities with its real-time omnichannel engagement platform to deliver digital self-service solutions to large enterprise customers.

The new partnership between TouchCommerce and Nuance will accelerate the convergence of human-supported live chat with artificial intelligence-powered virtual assistants to create an omnichannel customer engagement platform. The combined solution will use real-time data to target customers with the right engagement technology, at the right time and in the right channel.

Nuance and TouchCommerce already serve the largest telecommunications, financial services, travel, and retail companiesaround the world, and this alliance will provide these companies with seamless omnichannel capabilities across text and voice, whether through live or automated interactions.

"Combining TouchCommerce market-leading capabilities in live customer interactions with Nuance's proven capabilities in speech recognition, natural language, and IVR will bring to the market the first enterprise-class omnichannel customer engagement platform," said Bernard Louvat, president and CEO of TouchCommerce, in a statement. "This will allow enterprise companies to seamlessly engage customers in the phone, digital, mobile, social, and retail channels with a powerful set of self-service tools with automated and agent-assisted interaction solutions for sales and service."

"The days of poor and disappointing customer service are coming to an end, made possible by technology advances in AI-powered virtual assistants, as well as the preference of consumers to engage with customer service in digital channels," said Robert Weideman, executive vice president and general manager of Nuance's Enterprise Division, in a statement. "Our partnership with TouchCommerce will prove to be transformational for the customer service industry, marking the moment that human-assisted solutions are magnified by intelligent self-service technologies."

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