Nuance Business Consulting Services

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About us

I have more than 25 years of experience in the positioning, planning, design, development, and implementation of a vast array of enterprise call center technology solutions. I've provided thought leadership and innovative approaches to technology-supported business solutions which has resulted in a number of first ever implementations for IVR self-service infrastructure for leading Fortune 500 customers.

Industry expertise:

Financial Services, Healthcare, Utilities, Telecommunications

Skill set:

• Contact Center Business Strategy & Thought Leadership
• CTI / Custom Desktop Application Design and Development
• Target Application Discovery and ROI Application Support
• Analytics and Continuous Improvement Strategies
• Self-Service Process Improvement

Why I'm at Nuance:

I have the ability to work with customers of all different sizes and shapes with different goals and objectives, and that makes this job unbelievably challenging and stimulating. I spend a lot of time getting to know customers, what makes them tick, what's going to make them effective and successful as an organization and as an individual and then it's my job to show them how.

What I believe sets us apart:

First and foremost, we have a deep, deep understanding of contact center technology applied on an industry and vertical basis. We understand how to improve performance, self-service efficiency, contain costs - and we know that because we work with some of the biggest contact centers in the world. But, while we're undeniably the market leader in terms of technology, when it comes to consulting it's not a matter of how good your technology or code is, it's do they trust you. As a service organization we have to rest on our reputation - it's what we use to get additional business. That reputation hinges upon us delivering real world results to every customer we work with. So when we propose something we know it can be built, and we know that it's going to be effective.

My favorite quote is:

"Push us. If you don't, we won't get to our objectives."
-- A contact center executive to me.

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