Nuance Business Consulting Services

Expert guidance on your optimization options

Your customer and business needs have changed. So should your contact center. If you've invested significant time and capital into contact center technologies, you know the pressure to increase the ROI through the application of those technologies. With the advent of innovative, user-centric applications like caller authentication, proactive notifications, and agent desktop integration you can now deliver a personalized caller experience that fosters customer loyalty and controls costs.

Operational planning for seamless implementation

Our optimization engagements take you beyond just "tuning" your systems. We analyze your call center applications and processes and deliver actionable recommendations on how to add personalization; tie technologies together to deliver a more cohesive customer experience; and deliver tangible, quantifiable results. We can help you:

• Identify areas to implement and improve both speech and touchtone caller interaction services; computer telephony integration (CTI); agent desktop integration; caller authentication; screen-pop; and more
• Determine if your contact center solutions are properly aligned with your business goals
• Evaluate the end-to-end caller experience, and discover what challenges customers are facing when interacting with your contact center
• Use customer intelligence to deliver an efficient, personalized interaction
• Identify areas to increase call containment
• Provide call monitoring and call log analysis to find any confusion points or "hotspots" that can be optimized
• Analyze and assess business rules, segmentation and routing rules, and other contact center KPIs to identify areas to improve call experience and contact center performance
• Benchmark your contact center performance against well performing applications in your industry and across industries
• Understand how to leverage existing investments based on caller behavior and trends
• Define actionable recommendations prioritized through cost/benefit analysis, industry trends, and other business factors

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.