Nuance IVR Review - why 3.1 stars?

Shlomi Lavi / updated: Mar 12, 2022

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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.

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Who is it best for?

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.

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 is the actual cost?

ITQlick pricing score is 6 out of 10 (10 is most expensive). Access ITQlick pricing guide for Nuance IVR.

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

Cons

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

How it stacks up?

Access a head to head analysis of Nuance IVR vs alternative software solutions.

Frequently Asked Questions (FAQs)

Is Nuance IVR right for you or your business?

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.