Nuance Reinvents Agent AI for the Contact Centre
Nuance Communications have announced a new technology bundle that helps enterprises with contact centre Agent AI – uniting human agents and artificial intelligence to enhance customer experiences. Nuance’s approach to Agent AI enables contact centre agents to be more productive by giving them easier access to information with relevant, real-time insights, visibility into active conversations, and proactive recommendations.
Consumers are demanding personalized, efficient conversations with brands – whether through a virtual or a live agent – and organizations who do not deliver risk losing business and damaging reputation. A recent study by Frost and Sullivan commissioned by Nuance found a single frustrating interaction with an agent triggered the desire to switch service providers in 77% of customers, and the majority of consumers say interactions with agents impact brand perception significantly1. With 95% of US consumers using at least three channels and/or devices to engage with customer service today and only 8.4% of organisations having those channels connected, delivering a unified and personalised experience can prove challenging.
Nuance gives agents access to its best-of-breed biometric, analytics and intelligent customer engagement technologies to help solve this problem, empowering them with real-time insights to not only more efficiently validate a given customer’s identity and understand past interactions the organization has had with that person, but also more quickly get to a resolution by having access to their company’s latest information and programs.
Robert Weideman, EVP and GM, Enterprise Division, Nuance Communications, commented,
“Too often, when AI in the contact centre is discussed, there is a concern that it will take jobs away from humans, when in reality the most successful customer engagement strategies include a blended approach between customer service professionals and AI,”
“Agent AI is not about replacing humans. Instead, it is about strengthening the confidence of agents. By leveraging AI, we are actually empowering agents to succeed and enabling them to deliver the best experience possible with less frustration for both them and the customers they are serving.”
Intuitive, easy-to-use interfaces are important for agents to find answers faster and focus on the customer they are interacting with, not waste time deciphering how to use complex tools. Built to scale and taking advantage of the same AI that is driving IVRs and virtual assistants, Nuance’s technology for Agent AI lets organisations maximise agent efficiency and improve job satisfaction while delivering superior service to the end customer.
“While automation and self-service are irreplaceable when it comes to the customer engagement of the future, not everything is solvable by a virtual assistant or IVR,” added Weideman.
“Adding AI to the contact centre means arming both humans and machines with insights gleaned from customer interactions—and making recommendations based on those insights. It won’t just help agents perform better, it will also increase the value that the enterprise is delivering to its customers.”
Industry: Unified Communications News
- IAM Product/ Project Manager
- Upto €80,000 plus benefits
IAM product/project manager is need for this expanding service provider to help develop their IAM (CIAM) strategy roadmap. This role will have two main functions, to work between the front end digital team and the backend IAM development team to ensure that the current deployment of the solution runs smoothly and is fit for purpose, the Second function is to look at the business’ future digital offerings and to understand how the IAM/CIAM solution will develop with the new digital strategy, you will be looking at the future technology and the ensuring the IAM solution is fit for purpose. The business is an agile environment and you will require agile experience. This is a great opportunity to help shape a key product within the future digital strategy of this expanding service provider. We are looking for someone with both IAM and strong product management experience Project management experience would be beneficial. If you are interested speak to Robert Anderton on 0044 (0) 7957 493501 and he will be able to discuss the role in more details IAM product/project manager is needed for this expanding service provider to help develop their IAM (CIAM) strategy roadmap. This role will have two main functions, to work between the front end digital team and the backend IAM development team to ensure that the current deployment of the solution runs smoothly and is fit for purpose, the second function is to look at the business’ future digital offerings and to understand how the IAM/CIAM solution will develop with the new digital strategy, you will be looking at the future technology and the ensuring the IAM solution is fit for purpose. The business is an agile environment and you will require agile experience. This is a great opportunity to help shape a key product within the future digital strategy of this expanding service provider. We are looking for someone with both IAM and strong product management experience Project management experience would be beneficial. If you are interested then speak to Robert Anderton on 0044 (0) 7957 493501 and he will be able to discuss the role in more details
- Cyber Incident Manager, Proactive planning and management. SC
Cyber Incident Manager, Proactive planning and management. Cyber incident Manager needed to join a large and complex business to help them prepare for a cyber related incidents. SC clearance will be required. Current or the ability to achieve. This role does not require specific current hands on technical Incident response experience, but this background would give a distinct advantage. The role has two key functions: to help the business prepare for an event and to steer them through when / if that happens. The Cyber Incident response managers role will include, but not be limited to; working with internal stakeholders to develop a security incident management plan along with its and supporting policies. Developing plans and implementing strategies on how incidents are detected, reported, assessed and responded to. Engaging with leadership teams both internal and external, proactively mapping out this large business to identify and engage the various other stakeholders and their teams. Build out and document incident scenarios and their processes, ensure incident management procedures are updated, playbooks and key training etc. You should have experience working with both internal teams and external suppliers. The role will also focus on liaising with the various teams to ensure the security incident response plan is delivered effectively. CCIM, GCIH, CIPR (NCSC-Certified Cyber Incident Planning & Response) Looking to interview immediately.
- SOC Manager. SC Clearance. Immediate opportunity.
Permanent SOC Manager. SC cleared / clearable, London / Birmingham. SOC Manager needed to replace a SOC contractor I placed into a client who is due to complete their assignment at the end of March. The ability to achieve SC clearance is essential. Looking for someone that is a blend of strategic stakeholder engagement with strong technical skills. The role will sit in a relatively new SOC environment. The position is to setup, implementation and management of resources to help with the initial and on-going stages of a new SOC. Experience engaging with and managing client stakeholder relationships as well as 3rd party relationships is critical. The role will involve; setting up, implementing and fine tuning the various initial stages of a SOC environment. Experience establishing and building out technical process / operational capability, managing of technical teams (analysts, engineers and architects, creation of policy / playbooks, fine turning is key. SPLUNK is the tooling of choice… Interviewing immediately. Set up a call with me today on https://calendly.com/chris-holt/arranged-call-with-chris-holt-soc-manager-role Direct contact details Chris.Holt@dclsearch.com or 07884666351
- Security engineer. Financial Services. UK. Permanent
CH7863 Security engineer. End User . Financial Services Security Engineer needed to monitor and manage a security suite of tools within an End User environment. The Security Engiener will be responsible monitoring, configuring, fine tuning, incident management and generally improving the security tool capability. Specific experience with CyberArk, Tripwire Log Center and Tripwire Enterprise is highly desirable). Current experience with Vulnerability management and penetration testing is highly desirable. Specifically the ability to effectively manage 3rd party pen tests. You will be working within a specialist security team reporting to the CISO. Experience working within an end user environment within financial services is highly desirable. Flexible location. This is an exclusive role to DCL Search & Selection. To book a call please use my Calendy link https://calendly.com/chris-holt/arranged-call-with-chris-holt-soc-role-