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Microsoft Nuance IVR Roadmap Assessment

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The Nuance IVR Assessment - Roadmap is a thorough evaluation of customer interaction strategies, spanning over several days. This assessment analyzes current IVR metrics and call handling practices, identifying key caller intents and aligning them with best industry standards. It focuses on optimizing customer journeys by leveraging existing data and benchmarks. The outcome includes a detailed definition of targeted use cases for the Nuance Cloud IVR system and a comprehensive benefit analysis, providing valuable insights for informed decision-making and effective implementation.
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Key Components

  • Comprehensive Data Analysis: Examine existing customer interaction data alongside industry benchmarks to establish optimal journey recommendations.
  • IVR Metrics Review: Conduct a meticulous evaluation of current IVR performance metrics, focusing on agent call handling procedures and reason codes.
  • Industry Intent Identification: Identify prevalent caller intents to align your strategies with industry best practices.
  • Use Case Development: Define and recommend target use cases tailored for the Nuance Cloud IVR system to ensure a seamless transition.
  • Benefit Analysis: Deliver a thorough analysis of the potential benefits from the defined use cases to support informed decision-making.

Your Benefits

  • Expert Services: Get first-hand insights and guidance from the experts.
  • Improved Customer Experience: Enhance the quality of customer interactions through optimized IVR journeys.
  • Strategic Alignment: Ensure strategies are aligned with best practices in the industry, driving operational efficiency.
  • Data-Driven Decisions: Make informed choices based on comprehensive analysis and actionable recommendations.
  • Future-Ready IVR: Position your organization to leverage advanced IVR capabilities for ongoing improvements and scalability.
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