Recognized as "Best in Class", Nuance Earns
Highest Vendor Score for Product Completeness and
Flexibility
BURLINGTON, Mass., May 26, 2022
/PRNewswire/ -- Nuance® Communications, Inc. today
announced it was recognized as a Leader in Opus Research's 2022
Decision Makers' Guide to Enterprise Intelligent Assistants report.
The report cites Nuance's holistic approach as well as its growing
ecosystem of partners and industry collaborators, naming the
company's technology a "Best in Class Intelligent Assistant
Platform" and giving it the highest assessment amongst its peers
for "completeness of services, features, and scaling
capabilities."
The Opus report evaluated 21 vendors to better understand
enabling platforms and technology, integration points and
scalability, and track record and future vision for
enterprise-scale conversational AI. In its evaluation, the firm
emphasized natural user interface, focus on customer outcomes, and
flexible tooling that spans "no-code/low-code" as well as
"pro-code" approaches.
"Our evaluation zeroed in on solution providers that take an
approach that employs AI to augment human intelligence and vice
versa when deploying intelligent assistants," said Derek Top, Senior Analyst and Research Director,
Opus Research. "Nuance's technology provides not only the flexible,
cloud-native tools and workflows needed to create customer-facing
conversational AI solutions but also meets the growing need of
supporting customer care agents in real-time conversations. Nuance
has a comprehensive set of features and the ability to scale at an
enterprise level."
The report highlights the increasing enterprise demand for
flexible tools that can address the expanding set of use cases
between conversational apps, contact centers, knowledge centers and
data repositories. It recognizes Nuance's open approach and notes
Nuance's "orchestrated, AI-infused Intelligent Assistant
development and management, and use of native technologies that
support both agent assist and customer assistance."
"I'm proud of the team for earning this impressive achievement
five years in a row," said Tony
Lorentzen, Senior Vice President of Intelligent Engagement
Solutions, Nuance. "This ranking demonstrates how we innovate with
and for our customers, investing in the areas that are crucial to
augmenting consumer and agent experiences, improving ROIs, and
offering flexible, personalized, and secure ways to power digital
self-service."
Offering a range of options from custom builds to cloud-native
tools, Nuance's AI-powered omni-channel engagement solutions are
trusted by 85% of the Fortune 100. Empowered to prevent fraud and
deliver superior customer experiences, customers using Nuance have
reported an 88% increase in first-contact resolution, 20% increase
in agent and employee satisfaction and 50% increase in CSAT.
To download the full Opus Research 2022 Decision Makers' Guide
to Intelligent Assistants report, go here.
For more information on Nuance's AI-powered omni-channel
engagement solutions, go here:
https://www.nuance.com/omni-channel-customer-engagement.html.
About Nuance Communications, Inc.
Nuance
Communications is a technology pioneer with market leadership in
conversational AI and ambient intelligence. A full-service partner
trusted by 77 percent of U.S. hospitals and 85 percent of the
Fortune 100 companies worldwide, Nuance creates intuitive solutions
that amplify people's ability to help others. Nuance is a Microsoft
company.
Contact Information
Nuance Communications
Dayna McCoubrey
+1 781.565.4728
Dayna.McCoubrey@nuance.com
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SOURCE Nuance Communications, Inc.
