This success builds on Nuance’s existing deployments of speech recognition and T9 predictive text solutions with the world’s main handset manufacturers.
Nuance Mobile Care is an intuitive, on-device self-service solution that connects mobile device users to customer care for information requests and additional services. It handles requests such as billing, payments, plan changes, account settings and diagnostics directly on the handset. This solution eliminates wait times for customer service agents, significantly reducing costs, and providing a superior customer experience.
“The demand for mobile self-service applications is increasing as more customers are accessing customer service applications and the contact centre via mobile devices,” said Daniel Hong, lead analyst, customer interaction, at Ovum. “Nuance’s milestone is indicative of this growing demand as mobile operators strive to gain a competitive edge through cost savings, customer service improvement and efficiency gains in customer care operations.”
Recent research surveys among Orange and O2 mobile customers in the UK showed that when compared to WAP, IVR and USSD, 90% of consumers would choose Nuance Mobile Care to pay bills and/or top up their accounts. Altogether, 83% of respondents feel Mobile Care has the potential to have a noticeable impact on brand perceptions. Over half of the respondents (59%) said that Nuance Mobile Care would be their preferred channel of customer care.