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Hear ye! Hear Ye! Speech delivers! - Nuance - Blog

Hear ye! Hear Ye! Speech delivers!

It seems intuitive that an IVR that features a user-friendly, speech-enabled menu would deliver improved performance and customer experience over antiquated touch-tone systems. Well now we have the research to prove it.

In the past year Nuance hired a third-party research firm to evaluate the IVR customer experience offered by 50 leading companies in the Fortune 250 to see how well their IVRs perform. The results are surprising and unsurprising. Spoiler alert: the unsurprising part is how well speech-enabled IVRs worked compared to touch-tone.

The research criteria

Using a rating scale of 1–5, third-party researchers evaluated each of the 50 companies across six key criteria to assess the state of their IVR and their ability to help customers resolve issues quickly and painlessly. The six criteria were:

  1. Ease of use – how easy was the experience?
  2. Speed – how quickly was the call resolved?
  3. Speech recognition – if speech enabled, how well did the IVR understand the caller?
  4. Conversational dialogue – does the IVR engage in personal, back-and-forth dialogue?
  5. Caller intent – how well did the IVR determine why someone is calling?
  6. Audio quality – were the menus clear and easy to hear?

Researchers compiled all the results across these six criteria and generated an average score for each IVR.

The results

Across all 50 IVRs evaluated the average score was 2.3, indicating that there is much room for improvement in how IVRs support callers.

The unsurprising results

No surprise to us is that the IVRs in the top five performing industries below scored a whopping 35% higher than the bottom five. Is your company in one of these industries?

What makes the leaders stand out? No surprise that the reason for their improved IVR performance was that they invested in speech-enabling their IVRs at a much higher rate. 67% of the top performing companies adopted speech-enabled IVRs.

Speech-enabled IVRs — whether standalone or combined with Dual-tone Multi-frequency signaling (DTMF) — provide higher quality experiences than DTMF systems alone. As shown in the graphic below, companies with speech IVRs had significantly higher average scores:

The surprising results

The data above was no surprise at all. But what was surprising? Two things stand out:

First, 53% of the companies still employ an old-fashioned touch-tone IVR. Yes, DTMF and “Press 1 for Service” still lives on in the majority of companies we called. That’s great news for anyone who loves the 80’s but not so great for everyone looking to move into the future.

Second, industries that are heavily reliant on their IVR and contact center fell into the lower performing category. Companies that sell Insurance (Financial Services), Healthcare, and Health Insurance all scored significantly below the average. Given how important the phone is for engaging customers in these industries, it is curious to see them perform below average.

Is your company in the bottom tier? Still rely on DTMF? Then please read on!

Say “Yes” to speech

With the rise of voice-activated smart assistants in our phones, cars, and homes, the power of voice is on the rise with no sign of slowing down. So why have your customers greeted with technology from 1988? Your IVR is one of your most important channels, and it makes sense to start the move to speech today. Today’s modern, conversational IVRs use powerful speech recognition and natural language so callers can engage the IVR and simply say whatever they’d like – in their own words – and be directed to the right resource. Imagine your customers’ delight when they can stop pushing buttons and start using their own words.

Check out the full research infographic to review the results in more depth, and then contact Nuance to see how we can help you be a top performer.


Publish Date: November 14, 2017 5:00 AM

2021 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.


Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!


Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

Nuxiba Technologies

Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!


OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.

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