We win big at The Stevie Awards.
The Stevie Awards are the world’s top honors for customer service, contact center, business development, and sales professionals. More than 2,600 nominations from organizations in 48 nations of all sizes and in virtually every industry were evaluated in this year’s competition. Winners were determined by the average scores of more than 180 professionals worldwide on seven specialized judging committees.
This year, along with several customers, Nuance received six Stevie Awards, including:
TELUS engaged Nuance to build out a more robust conversational IVR that allows customers to speak naturally at the start of the call to get more complex questions answered and transactions completed. Working with Nuance, TELUS has reduced its fast transfers and significantly increased self-service interactions.
USAA, one of the world’s largest financial institutions serving over 13 million current and former members of the U.S. military and their families, turned to Nuance’s virtual assistant technology to power its virtual assistant, which interacts with USAA members via both voice and text, in contextual, intelligent natural dialog, recognizing multiple concepts and responding to changing intent.
The Nuance Lightning Engine eliminates the need for passwords or knowledge-based questions to securely validate individuals. Combining voice biometrics and natural language understanding technologies, it delivers more personalized and human-like experiences across channels, while authenticating customers in as little as half a second.
Nuance Pathfinder is a breakthrough technology that uses machine learning and Nuance AI innovation to increase the conversational intelligence of virtual assistants and chatbots. Pathfinder reads existing chat logs and transcripts of conversations between agents and customers within contact centers, and automatically builds highly effective dialog models used to create and support two-way conversations between virtual assistants and consumers.
Exceptional customer care is nonnegotiable for organizations as consumer expectations continue to evolve in today’s rapidly growing digital economy. We congratulate our customers for their achievements in reinvigorating and redefining customer service experiences – and we are grateful for the Stevie Award recognition.