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.”
Source: contact-centres
Industry: Unified Communications News
Latest Jobs
-
- Public Sector Cyber Security Sales | UK
- England
- N/A
-
Public Sector Cyber Security Sales | UK UK | Remote / Hybrid A cyber security provider is seeking a Public Sector Sales professional to drive growth across UK government and public sector organisations. Must have current Cyber Security sales experience. Responsibilities Generate new business selling cyber security solutions into UK public sector Build relationships with CIO, CISO and senior technology stakeholders Manage the full sales cycle from opportunity to contract close Develop pipeline across central government, local government and public sector bodies Support bids, tenders and framework opportunities Experience Proven cyber security sales experience in the UK Track record selling into public sector organisations Familiarity with CCS, G Cloud or other government frameworks Strong stakeholder engagement and deal management skills Location UK based Security Requirements Eligible to obtain UK Security Clearance
-
- Security Architect | MoD - Security Cleared. OUTSIDE IR35 | Hampshire
- N/A
- Outside IR35
-
Security Architect | MOD | Security Cleared | Outside IR35 | Hampshire Commutable The successful candidate must be willing to undergo DV Clearance, ideally already holding active clearance. You will produce high and low level security architecture documentation, guiding and validating designs for systems deployed within sensitive environments. The role requires providing specialist security input into solution design, service transition and change initiatives, working closely with engineering, operations, client and third party stakeholders. You must have current hands on architectural experience, including VMware secure platform design and virtualisation architecture, alongside AWS expertise. This is an outside IR35 contract- 6 month rolling. Part of a longer term MoD project
-
- Active Directory | RBA engineer | UK Remote | SC Clearable
- United Kingdom
- N/A
-
Technical Active Directory (AD) and RBA specialist needed to play a key part in complex, enterprise scale Active Directory and access transformation programmes. You will work alongside senior team, helping reshape access models, modernise legacy directory structures and strengthen security posture across secure environments. This is hands on delivery within high impact projects where your work directly improves access control, compliance and operational resilience. Active UK Security Clearance required. This is a remote role with client travel. Implementation of Role Based Access Control across large AD estates Restructuring complex permission models, security groups and delegated access Supporting domain controller upgrades and core directory improvements Applying security hardening standards and remediating audit findings Enhancing authentication, policy and access governance frameworks Troubleshooting and resolving technical AD challenges within live environments Producing robust technical documentation and identifying project risks You must have the following technical experience Enterprise Active Directory administration Role Based Access and permission remediation OU design and governance Group Policy management Security group delegation models DNS and DHCP services Kerberos authentication / NTLM PowerShell scripting and automation Azure AD | Entra ID Hybrid identity environments Identity Governance PAM
-
- Identity and Access Management Consultant (Saviynt & Microsoft Entra) | UK
- United Kingdom
- N/A
-
Role summary Technical IAM consultant delivering identity governance and cloud identity solutions to enterprise clients. What you will do Implement / Configure / Deploy Saviynt IGA / Microsoft Entra solutions: Lead technical workshops, gather requirements and translate into solution designs. Troubleshoot complex issues, support testing and deployments. Produce technical artefacts and configuration guides. Key skills Hands-on Saviynt IGA experience (workflow, connectors, access governance). Strong practical knowledge of Microsoft Entra ID / Azure AD identity and access controls. Understanding of identity protocols (SAML, OAuth, OpenID Connect) and hybrid identity. Experience with APIs / REST for integrations and automation. What we are looking for Proven delivery experience in IAM / IGA projects, preferably in consulting. Confident communicator with client-facing delivery exposure.