Nuance IVR Review - why 3.1 stars?

Nuance IVR Review
ITQlick Score: 92/100
ITQlick Rating: (3.1/5)
Pricing: 6/10 - average cost
Category: IVR -> Nuance IVR
Ranking:Ranked 1 out of 7 IVR systems
Company: Nuance
Typical customers: Medium and large size businesses
Platforms: Desktop
Links: Nuance IVR pricing, Nuance IVR alternatives

Shlomi LaviShlomi Lavi / updated: Aug 24, 2020

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What is Nuance IVR?

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.

What is Nuance IVR rating? ()

The rating of Nuance IVR is 3.1 stars out of 5 and the total score is 92 out of 100. The ratings are based on our unbiased experts. Learn more in our rating methodology page

Who are Nuance IVR's 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.

Is Nuance IVR the best IVR?

Nuance IVR is ranked 1 out of 7 software in their category (IVR systems).

What are their main features and functionalities?

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.

What are Nuance IVR's pros? (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.

What are Nuance IVR's cons? (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.

Who are their main 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.

What is the cost of Nuance IVR?

What is the REAL total cost of implementation? on top of the total cost of licenses which is easy to calculate you need to add the cost of training, customization, data migration, and other "hidden cost". ITQlick pricing score is 6 out of 10 (10 is most expensive). Find here the REAL total cost breakdown for Nuance IVR

What should you ask Nuance during a demo session? (65 questions)

Schedule a demo with Nuance IVR and access 65 must ask questions for the vendor while watching Nuance IVR in action.

Is it the right software for you?

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's list of categories:

IVR

Nuance IVR's list of features:

Data Import/Export
Basic Reports
Online Customer Support

Nuance IVR Vs. Alternatives

ITQlick rating ITQlick Rating is based on the software score (below) and aggregated online reviews
Score ITQlick Score is a 1 to 100 score, based on pricing, and functionality Vs. alternative solutions
Pricing pricing Score is a 1 to 10 score, based on the TCO (cost of licences, customizations, training, hardware when relevant) Vs. alternative solutions
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License pricing license pricing (if provided by the software vendor)
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Author
Shlomi Lavi - admin

Shlomi Lavi

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Shlomi holds a Bachelor of Science (B.Sc.) in Information System Engineering from Ben Gurion University in Israel. Shlomi brings 15 years of global IT and IS management experience as a consultant, and implementation expert for small, medium and large size (global) companies.