Getting callers where they need to go, faster

Eliminate the complexity of contact centre navigation with a natural language solution that lets customers use their own words to describe why they are calling.

Start the customer experience right

As the front end of the conversational IVR, Call Steering can route callers to the correct destination without the need for complicated menu mazes – resulting in increased automation, reduced call duration and fewer agent-to-agent transfers.

Cross-industry success

Telecom: 40% reduction in misroutes

Telecom: 40% reduction in misroutes

Financial: 54% improvement in automation

Financial: 54% improvement in automation

Healthcare: 400% increase in completed calls

Healthcare: 400% increase in completed calls

The benefits

Accurate call routing

Utilising Natural Language Understanding and advanced disambiguation and dialog strategies, Call Steering gets callers to the right place in fewer steps.

Cost-effective system

Call Steering reduces contact centre costs by shortening call times, reducing the number of misrouted calls and improving overall call automation rates.

Enhanced customer experience

Callers can say goodbye to complicated menu mazes and hello to an intuitive natural language interface that guides them to the right destination with more accuracy and in less time.

One point of contact

By drastically reducing menu complexity, Call Steering allows organisations to consolidate multiple customer service phone numbers into one self-service application.


Powerful technology at your service, naturally

Unmatched flexibility

Regardless of complexity or organisational requirements, Nuance has both the tools and in-house expertise to offer ultimate flexibility in the design, development and maintenance of Call Steering applications.


Correctly recognises a large proportion of out-of-grammar inputs with high confidence. SmartListener technology can be applied across every dialog in the speech application, drastically improving recognition accuracy.

View SmartListener data sheet

Proven expertise

Nuance has experience in implementing Call Steering solutions around the world and across major industries. With deep understanding of customer trends and business challenges, we are able to deliver value where it counts most.

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Leading technology

Nuance Call Steering utilises our flagship Natural Language Understanding and Automatic Speech Recognition technologies to deliver an enhanced caller experience.

Solutions & technologies

Steering your contact centre to better performance

Conversational IVR

Call Steering is the front door to our conversational IVR solutions – and the first step in creating a memorable customer experience by getting callers where they need to go quickly and efficiently.

FastStart Approach

FastStart Approach delivers commonly required functionality in a fraction of the time and at a reduced cost compared to a custom-built Call Steering application.

Call Steering package

Call Steering package allows partners to deliver Call Steering applications without a PhD in speech science. It includes the Call Steering runtime application and access to the cloud-based Call Steering portal.

Call Steering portal

This cloud-based portal is built for creating, deploying and optimising Call Steering solutions. As a standalone tool, it allows customers to take ownership of tuning and maintaining their Call Steering application.

View Call Steering portal data sheet

Professional services

Experienced support for exceptional results

Nuance professional services leverage years of experience and thousands of successful deployments to offer thought leadership and commitment to your results. We use the latest tools and techniques to design, develop, deploy and optimise your speech-enabled natural language applications.

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Case studies

American Airlines (US Airways)
Learn how the airline improved customer experience and lowered costs with personalized, intuitive self-service.


Hear BB&T discuss their goal of delivering the perfect client experience, how they became engaged with Nuance and the benefit of the relationship.

Learn how Call Steering is built for your business - and designed around your customers.

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