Gartner Includes Nuance as a Representative Vendor in IVR Systems and Enterprise Voice Portals Market Guide
Nuance, leading provider of voice and language solutions, acknowledged by Gartner for cloud-based solutions, omnichannel interactions, and natural-language understanding in recent Market Guide
BURLINGTON, Mass., – June 3, 2015 – Nuance Communications, Inc. today it has been included as a representative vendor in Gartner Research’s recent “IVR Systems and Enterprise Voice Portals Market Guide”*. The Gartner Market Guide highlights how interactive voice response (IVR) technology can increase revenue and customer satisfaction and includes key vendors in the market.
According to Gartner’s report: “Although the IVR market is mature, it continues to evolve and grow. IVR self-service remains a central pillar in most customer service operations. Despite the increased use of additional media, the telephone remains a preferred contact method for many customers. As a result, contact center planners strive to offer the highest-quality phone service possible, while retaining control over cost.”
“We are proud to be acknowledged by Gartner as a representative vendor in the continually-evolving IVR market space,” said Robert Weideman, executive vice president and general manager, Enterprise Division, Nuance. “It’s clear that, despite the growth of digital channels, the phone is still a critical path for customer service. As call volumes stay high, there’s a desire to deliver meaningful customer experiences – cost-effectively – across all channels that allow consumers to self-serve. We’re able to leverage our deep expertise in speech, NLU and cognitive capabilities to deliver truly conversational IVR experiences that get consumers to the answers that they need, quickly, easily, and naturally.”
Nuance helps organizations to deliver intelligent self-service solutions so customers can quickly and easily get what they need from contact centers, websites or mobile apps – how, when and where they want to engage. Nuance’s natural language understanding (NLU) technology allows customers to simply speak when calling into a business so they can quickly and easily resolve their question. This next generation IVR allows for a more human conversation with technology through engaging callers in natural dialogue and intelligent conversation. Nuance’s IVR solutions have been adopted globally by large organizations such as Delta, FedEx, Huawei, and TalkTalk.
*Gartner, Inc., Market Guide for IVR Systems and Enterprise Voice Portals, 2015, Bern Elliot and Drew Kraus, May 4, 2015.
About the Gartner Market Guide
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About Nuance Communications, Inc
Nuance Communications, Inc. is a leading 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 devices and systems. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.
Nuance and the Nuance logo are trademarks or registered trademarks of Nuance Communications, Inc. or its subsidiaries in the United States of America and/or other countries. All other company names or product names may be the trademarks of their respective owners.
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