Nuance Communications has announced a new release of On Demand Insight, a web-based interactive voice response (IVR) analytics and reporting suite for Nuance On Demand inbound customers. According to the company in its press release, Nuances On Demand Insight (ODI) provides customers with actionable insights that can be used to optimize performance of self-service customer care applications and make smarter business decisions to increase automation, deliver a superior customer experience and reduce costs in the contact center.
"Nuance On Demand is one of the industrys largest, most advanced VoiceXML hosting environment. As one of the largest private speech clouds for the contact center market, Nuance On Demand handles over 30 million customer care calls a month and over 2 billion speech interactions a year. As a hosted solution, Nuance On Demand lets companies take advantage of Nuances leading speech technologies and team of experts to consistently deliver positive customer service interactions and high automation rates.
"Nuance ODI allows contact center managers and business managers to analyze IVR performance metrics such as containment rates, speech recognition rates and task completion rates, look at behavior patterns by caller types, and drill-down to relevant details to identify root cause. This visibility drives IVR optimization, making it easier to identify and prioritize opportunities to increase automation, improve caller experience and reduce costs. As a hosted solution, Nuance ODI minimizes network and IT configuration and maintenance, freeing up enterprise IT departments to focus on other business initiatives."