News : TalkTalk Reduces Call Center Costs with Nuance
Burlington, MA, Sept 18, 2014 -- Nuance Communications, Inc. (NASDAQ: NUAN) announces that TalkTalk has improved the customer service experience via Nuance’s Natural Language Call Steering solution. Customers calling in to TalkTalk for assistance can now simply speak naturally when prompted by the interactive voice response (IVR) system to immediately be routed to the most appropriate contact center agent, improving customer satisfaction with faster, easier service.
TalkTalk partnered with Nuance to personalize the customer experience and reduce unnecessary call transfers and call times, putting an end to customer frustration.
Nuance’s Call Steering enables callers to use their own words to express the reason for their call. Previously, TalkTalk customers were required to listen and respond to a series of phone menus with lengthy prompts that unnecessarily extended the calls, acting as a barrier between callers and what they needed. With Call Steering, callers are presented with an IVR prompt, such as "What can we help you with today?" and callers can answer naturally using their own terms. The system recognizes the caller’s intent and quickly routes each call to the appropriate agent or self-service based on hundreds of unique call paths.
"TalkTalk has seen significant benefits from their deployment of Nuance Natural Language Call Steering in a very short amount of time," said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. "Their IVR system boasts strong accuracy, allowing calls to be routed correctly, very quickly. This provides a more convenient experience for the customer and a more efficient process for TalkTalk through increased automation, reduced call duration, and fewer agent-to-agent transfers."
Posted by Veronica Silva Cusi, news correspondent
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Nuance Communications (NASDAQ: NUAN) is a 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 information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
About TalkTalk Group:
TalkTalk is the United Kingdom's leading value for money provider of fixed line broadband and voice telephony services to consumers and business users. The group serves over 4.8 million customers across the UK under the TalkTalk, AOL Broadband and TalkTalk Business brands. Over the past five years, through a combination of organic growth and acquisitions, TalkTalk has built one of UK's largest broadband and voice customer bases.
Published: Monday, September 22, 2014