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
- CIAM Architect Azure B2C
We are seeking a highly skilled and experienced Azure B2C CIAM Architect for a contract starting on Jan 2024. As an Azure B2C CIAM Architect, you will be responsible for designing, implementing, and deploying an new Azure B2C Solution . Responsibilities: Design and implement an Azure B2C-based CIAM solution that meets the needs of our clients organization. Maintain and support the Azure B2C-based CIAM solution. Provide training and support to our employees on the use of the CIAM solution. Background designing, implementing, and maintaining CIAM solutions. Experience with cloud-based identity and access management (IAM) solutions. Experience with OAuth, OpenID Connect,and SAML. Excellent written and verbal communication skills
- Senior IAM Consultant
- Upto €110,000 depending on level of position
Senior IAM Consultant is needed to help lead and deploy IAM Projects for this expand IAM Consultancy The ideal candidate will have a deep understanding of IAM concepts and technologies, as well as experience in deploying and managing complex IAM solutions. Responsibilities Lead the deployment of IAM solutions for our clients Work with clients to understand their IAM requirements and design solutions that meet their needs Configure and implement IAM solutions using best practices Integrate IAM solutions with other enterprise systems Provide training and support to clients on the use of IAM solutions Stay up-to-date on the latest IAM technologies and trends We are looking for an experieneced IAM Consutlatn with: Strong understanding of IAM concepts and technologies,including identity lifecycle management,access control,and authentication Experience in deploying and managing complex IAM solutions Experience with IAM products and solutions,such as SailPoint,One Identity Manager,and Azure Active Directory Excellent communication and interpersonal skills Ability to work independently and as part of a team Fluent in German Candidates witll need to live and have the right to work within Germany to be considered.
- Security Architect - SOC Design - Outside IR35 London. SC / DV cleared
- Outside IR35
Security Architect - With in-depth SOC Design experience needed for Outside IR35 London. SC / DV cleared. 6 month rolling Immediate Experience delivering technical Security Architecture design / assurance of security design with mobile network experience. HLD / LLD Current SC Clearance a must. Willingness to undertake DV. London 3 days a week Immediately interviewing.
- Cyber Security Risk Consultant. UK. Hybrid. Home | Work balance
- United Kingdom
Cyber Security Consultancy - done the right way. Seeking a passionate Cyber Security Risk Consultant who enjoys helping clients make a different to their business. Warning- if you want a large, slow moving, high politics, high travel security consultancy that demands their a pound of flesh this is NOT for you. A successful individual will have experience working with clients to identify business cyber security risk. This is a remote first opportunity which means you will spend the majority of your time working remotely. You will however spend some time meeting clients as well as meeting up with the team on a monthly basis.. Some of the nice to have certifications. CRISC, ISO27001 Lead implementer, CISA, CISM, CISSP Along with dedicated training budgets, unlimited holiday and a structured career path, this opportunity will give a much needed work life balance. Unable to offer Visa sponsorship now or in the future. Apply and book a call in my diary with the below