Company: Nuance Communications, Inc. Burlington, MA
Nomination Submitted by: V2 Communications
Company Description: Nuance Communications, Inc. is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language, amplifying human intelligence.
Nomination Category: New Product & Service Categories - Business Technology
Nomination Sub Category: Customer Service Solution
 Nomination Title: Nuance Communications, Inc's Microsoft’s Digital Contact Center Platform
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
July 19, 2022
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 315 words used.
With the announcement of the Microsoft Digital Contact Center Platform (DCCP), Microsoft and Nuance Communications have committed to putting customers first and assisting organizations in achieving their contact center goals. In order to modernize customer experience and keep up with current trends, companies need a comprehensive yet flexible solution. Microsoft DCCP fulfills that need by delivering award-winning AI for self-service experiences, live customer engagements, collaborative agent experiences, business process automation, and fraud prevention all in one.
Powered by Microsoft Dynamics 365, Microsoft Teams, Microsoft Power Platform, and Nuance’s proven AI, the Microsoft DCCP allows organizations to anticipate requests, predict intent, and provide rapid resolution. The addition of Nuance’s Intelligent Engagement solutions brings a new level of conversational AI, security, and automation to the contact center, enabling organizations to quickly scale and allow customers to connect with live virtual agents as needed to provide recommendations while remaining protected by biometric identification, authentication, and fraud prevention. The Microsoft DCCP builds trust through securing every interaction and using AI intent prediction, while also allowing consumers to quickly help themselves with self-service options.
While bettering service for consumers, the Microsoft DCCP also improves work satisfaction for call center agents by empowering them to better serve customers with a 360-degree view of the customer and their journey. The Microsoft DCCP provides the right information, people, and insights directly into the flow of work and in real-time with Context IQ. Context IQ provides next-best response recommendations and sentiment analysis to enable fast decision making. In addition, it creates a learning loop so automated solutions continually evolve and become smarter over time, and agents gather best practices along the way. With that comes an increase in sales conversions through real-time offers, allowing agents to meaningfully engage customers, thus increasing sales and brand loyalty for enterprises using the platform.
Today, brand reputation is synonymous with customer experience and the
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 202 words used.
Consistency is often a tough challenge to solve for when it comes to customer service. Although organizations may have the necessary tools, if they operate in siloes or are only being used in rare instances rather than across the board, it’s likely creating a clunky experience both for agents and for consumers. This is exactly the reason Microsoft developed the Digital Contact Center Platform. By combining all the tools and functions into one unique platform, Microsoft removed any potential disconnections between technologies, simplified workflows, and improved integrations. When intertwined, the different channels can seamlessly come together and deliver an exceptional customer experience.
The Microsoft DCCP is built directly on Nuance’s proven conversational AI platform, which is used by enterprises worldwide including more than 75 of the Fortune 100. It has seen superior customer experience results over the past few years, including:
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20 percent increase in agent and employee satisfaction
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85 percent automated first contact resolution
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50 percent increase in CSAT (customer satisfaction score)
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An 80 percent increase in NPS (net promoter score)
Providing personalized recommendations, the Microsoft DCCP is leading a new era of contact center technology, all while improving satisfaction, increasing revenue, driving upsell opportunities, and engaging consumers in thoughtful ways.
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 56 words used.
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