Nuance Communications, Inc. today announced that TouchCommerce is combining Nuance Natural Language Understanding (NLU) capabilities within its real-time omni-channel engagement platform. This partnership will deliver digital self-service solutions to large Enterprise customers looking to increase customer satisfaction and agent efficiency, and to maximize the effectiveness of their investments in digital and IVR self-service capabilities.
Consumers have growing expectations for intuitive and seamless omni-channel service that is both natural and anticipatory from the companies with which they do business:
Over half of US online consumers will abandon their online purchase if they cannot find a quick answer to their questions, and three-quarters say that valuing their time is the most important thing a company can do to provide them with good service. (Source: Channel Management: Core To Your Customer Service Strategy, Forrester Research, Inc., January 20, 2015)
Forrester also found in a recent survey that consumers are increasingly using self-service channels for customer service, across voice, Web virtual agents, live chat, and messaging. (Source: Channel Management: Core To Your Customer Service Strategy, Forrester Research, Inc., January 20, 2015)
The new partnership between TouchCommerce, the market leader in the omni-channel customer engagement platform for large enterprises and Nuance, a leader in intelligent self-service, will accelerate the convergence of human-supported live chat with AI-powered virtual assistants and will create the first true omni-channel customer engagement platform.
“Combining TouchCommerce market-leading capabilities in live customer interactions with Nuance proven capabilities in speech recognition, natural language and IVR will bring to the market the first Enterprise-class omni-channel customer engagement platform,“ said Bernard Louvat, president and CEO of TouchCommerce. “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.”
Leveraging a detailed understanding of the customer’s digital journey, 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, to provide the optimal experience and operational efficiencies to Fortune 500 organizations. Nuance and TouchCommerce already serve the largest telecommunications, financial services, travel and retail brands around the world, and this alliance will provide these companies with seamless omni-channel capabilities across text and voice, whether through live or automated interactions.
“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 for the Nuance Enterprise Division. “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.”
TouchCommerce provides market-leading brands with award-winning omni-channel solutions to engage their customers on any device through online chat, guides, personalized content, and other automated tools, resulting in enhanced customer experience, increased revenue and reduced support costs. For more information, please visit www.touchcommerce.com. Connect with TouchCommerce on Twitter (@touchcommerce) and LinkedIn.
About Nuance Communications, Inc.
Nuance’s NLU capabilities are at the core of its Nina virtual assistant and IVR solutions, across Mobile, Web voice and SMS channels. Over 6,500 enterprises and government agencies around the world use Nuance solutions to provide personalized and engaging customer self-service that is intelligent, highly accurate and always available.
Nuance Communications, Inc. is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit: www.nuance.com.
Nuance and the Nuance logo are trademarks or registered trademarks of Nuance Communications, Inc. or its subsidiaries in the United States of America and/or other countries. All other company names or product names may be the trademarks of their respective owners.
Nuance Communications, Inc.
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