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Nuance Mobile Care Reduces Live Agent Calls by 60+ Percent
February 27, 2009
When it comes to finding information, solving problems, or buying new products or services, it is often faster and more convenient to do this yourself a.k.a. DIY, provided that you have the right tools. In turn, DIY also permits the providers of these goods and services to keep them affordable, and popular, thereby giving them the resources to make these offerings even more value-rich.
That’s the thinking behind Nuance’s Nuance (News - Alert) Mobile Care, which provides self-service for wireless carriers’ customers via their device keypads and soon through advanced speech technology. These subscribers can view account and pay bills on their devices and view, manage, and even upgrade their plans based on usage.
And the results of having the right tools are significant. Nuance reports that its customers have already reduced their live agent call volumes by over 60 percent. Also, research from independent focus groups has concluded that nine out of 10 users preferred the ease and speed the Nuance Mobile Care solution provides over other customer service options. With speech recognition in the works for the application these numbers will grow; Nuance has long been a leader in this technology.
Behind the success of the Nuance Mobile Care is the convenience and safety in the mobile environment. Device users cannot wait for agent queues or get into conversations, not when they are on their hands-free units in their cars or walking and talking or texting while going from meeting to meeting. The solution gets what subscribers want ASAP.
With each live agent-managed call costing approximately $5 as opposed to 50 cents or less for one completed by self-service, and subscribers calling at least once a month the bottom line savings add up and fast. With benefits like these there has been, not surprisingly, strong interest by American and European carriers in Nuance’s solution. Even the once soaring wireless firms have been flying at lower altitudes of late in today’s environment.
“The growing complexity of mobile handsets and services has led to a significant increase in customer care call volumes and resultant costs to operators,” Tony Cripps, Principal Analyst, Ovum (News - Alert) points out. “Products that let operators fix common problems directly on a user's device without involving a live agent offer both user experience and cost saving benefits, especially important in the current economy.”
"Nuance recognizes that customer care is a key driver for operators globally as they seek ways to reduce churn and see cost savings at the same time- especially in these economic times, “says Mikael Berner, SVP & GM Enterprise Division, Nuance Communications.
And the results of having the right tools are significant. Nuance reports that its customers have already reduced their live agent call volumes by over 60 percent. Also, research from independent focus groups has concluded that nine out of 10 users preferred the ease and speed the Nuance Mobile Care solution provides over other customer service options. With speech recognition in the works for the application these numbers will grow; Nuance has long been a leader in this technology.
Behind the success of the Nuance Mobile Care is the convenience and safety in the mobile environment. Device users cannot wait for agent queues or get into conversations, not when they are on their hands-free units in their cars or walking and talking or texting while going from meeting to meeting. The solution gets what subscribers want ASAP.
With each live agent-managed call costing approximately $5 as opposed to 50 cents or less for one completed by self-service, and subscribers calling at least once a month the bottom line savings add up and fast. With benefits like these there has been, not surprisingly, strong interest by American and European carriers in Nuance’s solution. Even the once soaring wireless firms have been flying at lower altitudes of late in today’s environment.
“The growing complexity of mobile handsets and services has led to a significant increase in customer care call volumes and resultant costs to operators,” Tony Cripps, Principal Analyst, Ovum (News - Alert) points out. “Products that let operators fix common problems directly on a user's device without involving a live agent offer both user experience and cost saving benefits, especially important in the current economy.”
"Nuance recognizes that customer care is a key driver for operators globally as they seek ways to reduce churn and see cost savings at the same time- especially in these economic times, “says Mikael Berner, SVP & GM Enterprise Division, Nuance Communications.
“Nuance Mobile Care is a solution that meets both objectives simultaneously. Nuance believes providing a self-service application on the device will improve the overall customer experience and eliminate the need for expensive and unnecessary human interaction while providing preferred self-service to consumers. This is a big step forward for both Nuance and its customers.”
Brendan B. Read is TMCnet’s Senior Contributing Editor. To read more of Brendan’s articles, please visit his columnist page.
Edited by Stefania Viscusi
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