Nuance IVR 2019 Review

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Last updated: Apr 09, 2019

Nuance IVR Review

ITQlick rating
(3.1/5)

Medium business, Large business

Nuance Interactive Voice Response (IVR) is cloud-based and on-premise customer engagement solution that is designed to help the user handle inbound telephone queries via enhanced human-like interactions.

  • Categories :

    • IVR

What is Nuance IVR? Updated: Apr 09, 2019

Nuance Interactive Voice Response (IVR) is cloud-based and on-premise customer engagement solution that is designed to help the user handle inbound telephone queries via enhanced human-like interactions. It features intuitive call steering, Omni-channel interactions, natural language based speech recognition and predictive call handling.

The predictive call handling feature helps the user project call intent and deliver personalized menus or route the callers to the right destination. Its core technologies include speech recognition, Agent AI and text-to-speech.

The speech recognition helps increase customer self-service apps efficiency which helps deliver an experience that allows the client to stand out. With the personalized, proactive experience feature, the user can match phone numbers with the existing customer data. It helps proactively identify callers and build a personalized experienced which anticipates needs as well as proactively addresses issues.

The analytics functionality lets the user discover an actionable insight which helps optimize the performance of the IVR. Nuance headquarters are in Burlington, MA in the United States. The solution offers online customer support.

Nuance IVR Average Rating -

The rating of Nuance IVR is 3.1 stars. The rating is based on ITQlick expert review

Nuance IVR Typical Customers

The software has mainly been designed for small and medium businesses with no restriction of industrial background. It is particularly useful for self-service customer services for different businesses. The software is a useful solution for telephone directory services, healthcare services, desktop imaging systems etc. Some noteworthy customers of the software include Youth Villages, Arizona State University, and Maine OCFS etc.

Nuance IVR Features

The software offers voice recognition for concatenated as well as continuous speech. It automates calls and analyzes the performance and speech recognition of each call. The system also performs such customer service tasks as answering inquiries, taking orders, and collecting payments. Reporting and analytics tools are available to analyze the performance and pinpoint any problems.

Nuance IVR 3 Pros

  • Other than the continuous speech, the software also provides recognition for concatenated speech.
  • Nuance IVR automates calls and repetitive tasks to save time and money.
  • Nuance IVR provides detailed analysis of calls in order to point out and rectify any technical problems.

Nuance IVR 2 Cons

  • Nuance IVR does not offer any features of specialty vocabularies and customizable macros.
  • There are no features of batch processing and variable frequency on the software.

Nuance IVR Alternatives

The two main competitors of Nuance IVR include Viber and Grasshopper. Viber is a customer engagement solution just like Nuance IVR. Nuance IVR is a product of Nuance-based in the United States and on the other hand Viber is a product of Viber Media which is based in Luxembourg. Viber is cloud-based software, but Nuance IVR is an on-premise. Both Viber and Nuance IVR offer online support.

Grasshopper is also telephony and unified communications solution. Nuance IVR is a product of Nuance which is based in the United States, but Grasshopper is a product of LogMeIn which was founded in 2003 and based in the United States. Both Nuance and Grasshopper cater to the small, midsize and large enterprises. Grasshopper is cloud-based software, but Nuance IVR is an on-premise.

Nuance IVR Pricing Information

The price is available upon request.

Nuance IVR demo

25 questions to ask the vendor on Nuance IVR demo

Is Nuance IVR the right software for me?

Nuance IVR is ideal for any business size including small, medium-sized and large businesses. It caters to the self-service customer services for several companies. It serves multiple industries such as automotive, financial services, healthcare, telecommunications, Government, education, insurance, legal, retail, social services, utilities, and travel & hospitality.

Nuance IVR Categories

IVR

Specifications

Company:
Address: Burlington, MA
Customers: Medium business, Large business
Business Area: Customer service
Platforms: Desktop
Operating Systems:

Nuance IVR Features

Data Import/Export
Basic Reports
Online Customer Support
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