Fanatstic Nuance Solution Brings Self-Service Directly to Mobile Phone Consumers
Nuance Mobile Care is Groundbreaking Innovation that will Better Serve Consumers was Confirmed by Customers and Industry Expert
Today, Nuance Communications, Inc. announced Nuance Mobile Care (NMC), which is an easy-to-use mobile phone application that engages the mobile consumer in a new customer care experience. By simply dialing the care number of their wireless provider, NMC enables callers to check their balance, pay their bill, or perform other care tasks directly on the mobile screen. Nuance has already signed the solution’s first wireless carrier, selected because of the application’s ease of access and intuitive navigation, which it expects to drive adoption and high success rates.
Each month, more than 250 million calls are placed to customer care by U.S. wireless subscribers that wait an average of three minutes to speak to an agent. Even with Web, WAP, and IVR automation in place, the U.S. wireless industry spends more than $7 billion each year in agent costs to serve their subscribers. NMC re-defines customer care through effortless access, personalization and a highly responsive user experience. The experience provided enables carriers to increase self-service automation rates, thereby improving customer satisfaction and driving down agent costs.
“Nuance is first introducing the powerful Nuance Mobile Care framework for mobile service providers worldwide,” said Mikael Berner, vice president and general manager, Nuance On-Demand. “What’s so captivating about this solution is that consumers love the experience. Rather than hoping to avoid calling customer care, we’ve found people prefer to access their account information via Mobile Care, preferring it over Web, touchtone, or WAP service. Nuance Mobile Care is the latest milestone in our mission to serve the world’s consumers and transform customer care as we know it.”
NMC creates a highly engaging and new channel of communication that drives an exchange of value between the carrier and their subscribers. Carriers slash agent costs, reinforce their brand and drive loyalty. In addition, subscribers get what they want: fast, relevant service.
“In the past and motivated by the high cost of live agent customer care, carriers have attempted to find a way to improve self-service for the Anywhere Consumer through mobile Web and WAP solutions,” said Ken Landoline, program manager, Customer-Centric Strategies at Yankee Group. “The solutions were hard to locate on the mobile handset and the interfaces left a lot to be desired. The resulting low usage levels did not translate into carrier savings. The Nuance announcement describes a solution that improves the customer experience, cuts the cost of providing service, and drives incremental carrier revenues. This can be a win/win situation for everyone.”
With expertise in both customer care and mobile technology, Nuance is uniquely positioned to successfully deliver customer care applications for the handset. More than seven billion care interactions are processed annually on the firm’s technology, and the company’s software is embedded in more than 3.5 billion shipped handsets. Nuance also has extensive relationships with carriers and every major mobile OEM, a necessity for driving this ground-breaking solution to market.
Nuance Communications, Inc.
Nuance, (NASDAQ: NUAN), is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications, and services make the user experience more compelling by transforming the way people interact with information and how they create, share, and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications.
For more information, please visit their website: http://www.nuance.com
Related Articles:
- HP Helps Thailand Mobile Operator Reduce Costs and Improve Service HP recently announced that DTAC, one of Thailand’s largest mobile operators, is deploying HP Next Generation Operations Support Systems (HP NGOSS) to reduce internal costs, speed delivery of revenue-generating services and improve service quality. By using HP NGOSS software solutions to automate key network and service management processes, DTAC will be able to transform the customer [...]...
- MYCOM to Launch its New Convergent OSS Service Assurance Software Solution in North America MYCOM, a leading global provider of best-in-class OSS Service Assurance software solutions and innovative ICT professional services to the telecom industry, will launch their new convergent NIMS-PrOptima Performance Management software solution for the North American market at TM Forum’s Management World Americas event in Orlando, Florida (December 8-10, 2009). MYCOM’s NIMS-PrOptima is a multi-vendor, multi-technology [...]...
- Convergys Thought leadership Speaker Series: Consumers are Increasingly Rating Companies At the Billing and OSS World Conference and Expo in Las Vegas this week, Convergys Corporation (NYSE: CVG), a global leader in relationship management, will share its insights on the importance of integrating product and service catalogs with billing and fulfillment systems to deliver a superior service experience. Conference attendees can visit Convergys at booth [...]...
- Convergys: U.S. Wireless Service Providers Confront Costly Challenges as Mobile Data Usage Escalates. Now What? At CTIA Wireless 2009 this week in Las Vegas, Convergys Corporation (NYSE: CVG), a global leader in relationship management, shared its insights on the importance of proactive customer care to reduce “early life churn” with regards to growing consumer and business adoption of mobile data usage. Speaking on “Creating and Managing Mobile Content,” Convergys’ Perry [...]...
- Digital Route and NEWCON Implement Billing Mediation Solution for T-Mobile T-mobile, famous for its concise magenta-coloured logo, has searched for a central and flexible billing mediation platform for five countries in order to improve its competitive position on the mobile operations market. NEWCON Ltd. has scoured with the Next Generation Mediation Technology from Digital Route: software-license and implementation of Mediation Zone 5. The Next Generation [...]...
- Theta Networks Releases Mobile Broadband Monitoring and Optimization Solution Theta Networks has released a solution for monitoring, analyzing and optimizing subscribers’ data traffic over mobile networks called Bro@dMAX. The solution is designed to help operators address the growth of Mobile Broadband. Mobile Broadband usage has been increasing at a staggering rate, creating new opportunities and new lines of income for many mobile network operators. [...]...
- Transverse Introduces SAAS Version of Open Source BSS Solution Transverse, a leader in providing high-quality, low-cost, carrier-grade business support systems (BSS), has introduced blee(p) On Demand, the Software as a Service (SaaS) delivery option of their Business Logic Execution Environment Platform or blee(p). blee(p) is the industry’s first commercially supported carrier-grade open source BSS solution for communication service providers. By enabling real-time, web-based access [...]...
- Time Warner Cable Expands and Extends Relationship Management Contract with Convergys to Drive High Performance Service Convergys Corporation (NYSE: CVG), a global leader in relationship management, announced that Time Warner Cable Inc. (NYSE: TWC), a leading national cable television company, has expanded and extended its existing e-Care contract with Convergys. Time Warner Cable has leveraged various Convergys products and services to improve its operating performance over the past decade, including convergent [...]...
- Comptel Launches Fulfillment Solution for Carrier Ethernet Services Comptel Corporation (OMX Helsinki: CTL1V), the leading vendor of dynamic Operations Support System (OSS) software, has announced the launch of Comptel Fulfillment for Carrier Ethernet Services. The solution will allow Communication Service Providers (CSPs) to quickly and efficiently introduce new Carrier Ethernet-based services thus enabling them to take advantage of the cost, scale, and [...]...
- TM Forum brings together Communications, Media, Advertising and Web Leaders for T8 World Summit TM Forum, the world’s premier industry group focused on business effectiveness for the communications and media sectors, announced today that a high-powered group of executives are confirmed to meet at the T8 World Summit, part of the Forum’s Management World conference (Nice, France, May 4-8th). The invitation-only summit will bring together C-level executives from major [...]...
