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: Nov 03, 2021

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What is Nuance IVR?

Nuance IVR is a cloud-based and on-premises customer engagement software to support organizations in their inbound sales. By creating a human-like interaction, Nuance IVR predicts natural language and performs predictive call handling. It has all the necessary features to help organizations revamp their telephone marketing needs.

The features include text-to-speech conversion, Agent AI, speech recognition, caller identification, call steering, NLU, proactive engagement integration, automatic number identification, and nuance gatekeeper. With human-like caller, now organizations can up their marketing and lead generation. The target audience size of Nuance IVR is medium and large-sized organizations.

Nuance IVR is owned by Nuance Communications, which was founded in the year 1992. Nuance is an American multinational software organization with its headquarters in Burlington, Massachusetts. Over the past few years, Nuance Communications has acquired various organizations for worldwide growth. Nuance Communications has more than 10,000 employees, making it a large-sized organization.

However, their sole focus is on conversational AI and relevant solutions for businesses and organizations to improve security and productivity. In addition, Nuance Communications has a comprehensive industry focus, including telecommunications, healthcare, finance, retail, and government.

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)

  • Nuance IVR helps you automate repetitive tasks
  • With detailed analysis, you can now understand your customer needs in a better way
  • Nuance IVR offers support for both concatenated and continuous speech

What are Nuance IVR's cons? (2 cons)

  • There is no feature for customizing macros and vocabulary
  • There is no clarity regarding integration options on the official website

Who are their main alternatives?

To find the right AI marketing tool for your business, it is essential to compare and analyze various options available in the industry. The three tough competitors of Nuance IVR are VoiceGuide, Dialpad, and Kore.AI.
  • Functionality: VoiceGuide is a cloud-based IVR solution for the inbound and outbound marketing aspects of your business. The features offered by VoiceGuide IVR include omnichannel awareness, personalized interactive experiences, time-based switching, database integrations, call transfers, text to speech support, in-call flow expressions, speech recognition support, biometrics support, Fax OCR & routing, VoIP/SIP Support, biometrics support, and outbound IVR queuing. Besides these features, VoiceGuide offers integrations with Google Cloud Platform, database, and web services integrations.

    Dialpad is also a cloud-based IVR solution allowing you to combine IVR features with voice with the complete benefits of a virtual receptionist. Dialpad offers call routing, voice intelligence, CSAT surveys, dashboards & alerts, integrations, caller personalization, unlimited customer support, call analytics, integrations, and web conferencing.

    The feature set of Dialpad and Nuance IVR are similar. However, Dialpad has a web conferencing feature that helps you onboard customers, in a single call. Kore.AI is a cloud-based IVR solution. It is based on NLP to help organizations with more accurate human-computer interaction.

    It offers features such as omnichannel presence, bot and user administration, virtual assistant, automatic speech recognition, email & SMS support, integrations with SAP, Salesforce, & ServiceNow, sentiment analysis, and graphical dialogue builder. In addition, Kore.AI uses AES-256 encryption for message data protection.

    Be it a small organization or an enterprise, Kore.AI offers features to help organizations build complex chatbot solutions. Kore.AI offers a comprehensive feature-set like Nuance IVR. However, it also has an NLP-based chatbot for human-like chat interaction for businesses.
  • Support: Nuance IVR offers complete support and resources for the organizations including, case studies, documentation, 24/7 customer support, events, and webinars. There is also a partner program for a complete chat experience. VoiceGuide has an online help forum, documentation, and contact support. However, Dialpad offers 24/7 live support and a help center to help users with their urgent queries. Kore.ai helps customers with 24/7 live chat and webinars, demos, case studies, use cases, and infographics.
  • Usability: Nuance IVR offers a primary user interface for easy access to its features. However, as compared to its competitors, the interface is pretty basic. VoiceGuide offers an interactive interface where users can drag & drop their inbound marketing flows. The other Dialpad has an interactive dashboard. However, there is no drag & drop feature for easy access. Kore.ai has a graphical chatbot builder that is easier for a novice user.

What is the cost of Nuance IVR?

The pricing of Nuance IVR is not mentioned on their official website. Also, there is no free trial or free version.

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 offers features that help organizations manage their inbound calls for increased customer satisfaction. With proactive engagement, you can easily design and execute complete human-like interactions for the marketing aspect of your business. In addition, you can easily integrate with your existing systems to better reduce any additional work required to and fro from one tool to another. For example, combine chatbot and virtual caller for your business virtual agent needs. You can also integrate Nuance IVR with other tools. However, there is no specification on their website regarding which tools can be integrated.

List of categories

IVR

List of features

Data Import/Export
Basic Reports
Online Customer Support

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Author

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.