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A better user experience leads to better business results - Nuance - Blog

A better user experience leads to better business results

Today, many (if not most) companies face many different challenges in managing IT infrastructure, including systems, applications and hardware. This is especially true when it comes to their fleets of printers, scanners, and multifunction printers (MFPs) as well as any related software or workflow solutions.

To be more specific, these challenges can include:

  • Inconsistent user interfaces: We have all probably experienced this firsthand – the case where we are forced to adapt to a poorly designed, inconsistent or non-intuitive user interface (UI). It can be a significant issue: Bad UI experiences can lead to low adoption rates, more reliance on training services, decreased productivity and even a disengaged workforce.


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  • Different technologies, inefficient workflows: Large companies today tend to have many different brands of printers and MFPs, each with their own operations, interfaces and ways to use them. This alone can make it difficult for users to perform important tasks, such as document capture and workflow, where an employee might copy an important document and automatically send it to a central repository. As a result, the entire organization misses a significant opportunity to increase productivity, efficiency and users’ morale.


  • Security and compliance risks: Printers actually pose a significant security risk, and now, companies of all sizes are under new pressures to comply with stringent data privacy regulations, such as GDPR. At best, it’s a difficult, time-consuming process. At worst, security breaches can lead to fines, lawsuits and long-term damages to the company’s reputation.


Or if companies are still relying on outdated technology – especially older printers and MFPs – they may have a much hard time managing and securing their entire IT environment. As a result, they may be subjecting themselves to even more security risks and potential compliance issues.

A whole new (user) experience

The good news is that there are extremely effective ways to overcome all of these challenges, and in doing so, provide better user experiences, workflows, and security.

For example, external terminals, such as the new Nuance® Edge™ for Copitrak terminal, already provide a much better UI and enhance the speed, functionality and quality of related processes, such as scanning.

It’s an important advantage, especially when you consider terminals like this unify the overall experience, which could be different – and confusing – from device to device. For example, according to recent research from, 83 percent of users report that “a seamless experience across all devices” is extremely important to them.

By giving employees a unified – and much better – UI, external terminals no longer “force” users to adapt to the different screens and steps they’re sure to find in a mixed-MFP environment. This alone helps employees work much faster, smarter and more effectively.

Better, more intuitive UI can also help employees with critical work task such as scanning. For example, today’s external terminals can provide powerful tools to fine-tune resolution, DPI, contrast, brightness, auto-color correction and more. These features and functionality help minimize time lost in steps like post image processing, saving time and freeing employees to become much more productive.

And when it comes to security, external terminals such as the Nuance Edge come installed with the latest Windows 10 operating system and other security tools. This helps any organization administer the latest network security polices to improve overall security and compliance efforts.


Publish Date: November 29, 2017 5:00 AM

2020 Buyers Guide Knowledge Management


Combines knowledge management with call support as continue improvement.

eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.


FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
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Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.


Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
PH: 18442077999


ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
PH: 1-888-827-3918


Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80

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