Companies are required to provide great service to satisfy the expectations of increasingly savvy, highly mobile customers, who feel entitled to excellent service. Never has the customer care operation had a more important role. It is pivotal to the customer experience, to business performance, to enterprise growth expectations, and to the company brand.

Across industries, from financial services to utilities, contact centres face the same challenge: finding a customer-friendly, cost-effective way to greet and route callers to the appropriate agent or automated service. Many organisations offer so many options within their self-service Touch Tone Menus systems that they end up frustrating customers, forcing them to navigate through complex menu mazes to get what they need.

Nuance Call Steering is the premium call routing packaged solution that provides accurate, cost-effective routing via a single point of access. Unlike touchtone systems, whose complex menu mazes lead to misrouted calls and a bad customer experience, Nuance Call Steering allows customers to describe their needs in their own words and move directly to their destination. Contact centres can then direct inbound customer calls more accurately, efficiently, and with higher caller satisfaction.

Nuance is helping organisations worldwide reduce their bottom line costs, drive incremental revenue, improve customer service and improve the efficiency and effectiveness of call centre operations using speech applications and services.

	Vodafone Spain’s customer satisfaction rates have jumped 14% with the speech system compared with where they were with the previous, automated touch-tone technology. Customer satisfaction rates are 8% higher with the automated system than they are with live agents. 62% of calls are fully handled by the automated system and by piggybacking promotions onto the automated speech system, Vodafone Spain was able to increase sales of additional services with a 25% success rate. Download Case Study
	T-Mobile Germany has saved €10million per year, automating more than 36 million calls per year. Download Case Study
	Almost 3 out of 4 Premier Travel Inn callers say they’d rather use TINA -its speech-based automated reservations assistant branded TINA (Travel Inn Now Automated) - than have to wait in a call-line to speak to an agent. Download Case Study
	Bank of America saves over $15m annually using speech from a 2% increase in effectiveness over their legacy touch-tone application. Download Case Study

A Nuance Virtual Call Center Agent using Natural Speech works 24x7, does not take breaks and is always polite and consistent with customers – and costs less than a 5th of a typical call center agent. The Virtual Call Center agent then frees up your valuable staff to do more complex tasks giving more job satisfaction and higher staff retention rates. Nuance Speech gives a true win-win for your customer, your staff and your costs.

Understanding Consumer Expectations in a Care 2.0 World: Results from 2007 Harris Interactive Survey on Consumer Expectations of Customer Service.

Today, great service is expected and viewed as an entitlement by consumers. Learn more about those expectations by downloading this research report.

To learn more about Call Steering, please download the datasheet.

NOTE: These datasheets are in the form of PDF files, which can be viewed with Nuance PDF Converter Professional or the free Adobe® Acrobat® Reader® available at http://www.adobe.com/.

The Evolution of Customer Service: The Shift from Care 1.0 to Care 2.0		(1.89 MB)
Consumer Perspectives in a Care 2.0 World		(3.38 MB)