Nuance Business Consulting Services

An executive perspective on technology migration

As a customer care professional, you need to improve the customer experience, drive down costs, create new revenue streams, and maintain a consistent brand. Many factors can drive the need for re-evaluating your contact center strategy and infrastructure: mergers or acquisitions; changes in products and services; poor customer satisfaction; inefficient agent call handling; or a combination of these in your business environment.

Today's next-generation IVR technology can actually help you control operating expenses, deliver new revenue-generating applications, and make more strategic, scalable investments in your customer care infrastructure.

Whether you're in the midst of an IVR migration or just beginning to plan your upgrade strategy, the Nuance Business Consulting Team can work with you to develop, execute, and support an actionable strategy for a cost effective IVR upgrade that balances business goals, needs, and budgets.

Real-world operational planning

Nuance Business Consulting delivers the IVR migration expertise you need to plan and build a world-class contact center and deliver an outstanding customer experience. We can help you:

• Demonstrate and justify new technology investments
• Maximize the use of existing assets and experienced internal staff
• Develop a safe and non-disruptive migration strategy
• Deliver a quantifiable, demonstrable roadmap to meet your company's long-term contact center objectives
• Avoid multi-vendor management issues
• Determine if and where a "like for like" replacement is appropriate
• Identify areas to increase efficiency and reduce costs by improving IVR containment and agent productivity
• Set realistic expectations on time-to-market of new technology
• Illustrate Total Cost of Ownership (TCO) and a tangible Return on Investment (ROI)

Put the team on your side

We know your industry and we know contact centers. Our consulting team focuses on helping companies solve problems rather than selling a technology-that's how we've earned the trust of some of the largest organizations in the world.

Our 20 years of practical experience working with companies just like yours gives us the solid foundation necessary to act as your trusted advisor. We approach every consulting engagement from a technology- and vendor-agnostic point of view to create a contact center strategy for your organization that encompasses capital constraints; customer value; legacy technology investments; and plans for growth.

Learn more about us and our work.