June 8th, 2011, Madrid, Spain. We are pleased to annouce a new success story about Nuance Recognizer 9 and VXI* VoiceXML Browser for Asterisk, the open source telephony platform. MDtel Telecomunicaciones is an expert company with 10 years experience on Networks, PBX and Telephony systems deployments and I6NET is provider of advanced IVR/IVVR solutions for Asterisk. MDtel has selected VXI* software to run Nuance Recognizer 9 and Asterisk as platform’s server for a Telcos Customer Care Service. Nuance Recognizer 9 was already in production with another PBX and IVR systems and was a key element to keep running the Telco voice services deployed. VXI* is a highly scalable and affordable voice browser, able to rollout standard based VoiceXML applications and ready to run Nuance speech engines through the MRCP interface in carrier-grade conditions. “We are really very proud to manage […]
83% of Consumers Attribute Some Part of a Bad Customer Service Experience to Live Agent Interactions Burlington, MA, January 13, 2010 – Nuance Communications, Inc. today announced the findings of a commissioned study conducted by Forrester Consulting on behalf of Nuance titled, “Driving Consumer Engagement with Automated Telephone Customer Service.” The study revealed that consumers rate automated telephone customer service higher than live agents for certain straightforward interactions. In five out of ten posed scenarios, consumers preferred automated telephone customer service systems over live agent interactions for tasks like prescription refills (66% rated automation highly, compared with 52% for live agent), checking the status of a flight from a cell phone (61% versus 49%), checking account balances (59% versus 36%), store information requests (55% versus 37%), and tracking shipments (53% versus 47%). The survey also revealed that automated telephone systems […]
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