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What Customers are Saying

See what customers are saying about how Nuance has helped improve the customer experience, streamline contact center operations and drive customer service innovation.


Featured Customer Quote:

US AirWays Logo - hotspot
“The more we know about our customers and the reason for their calls, the more efficiently we can provide the assistance they need and allow them to get on with their day. Over the last year, we have worked with Nuance to develop a service experience that provides an intelligent understanding of our customers and their travel needs. By integrating those insights with cutting-edge speech recognition technology, we are providing our customers with the convenient, quality care they have come to expect from US Airways." —Kerry Hester, Senior Vice President, Operations Planning and Support, US Airways
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Financial Services

ABN AMRO
"Speech is the most natural way of communicating with our clients. With Call Steering we create value by innovation. Both customers and ABN AMRO profit from this solution." —Richard Molenaar, Program Manager

BB&T
"The whole transition from the traditional IVR to voice is very important for us. It’s important for us, because we want to create a low effort organization for our clients. And as we provide a seamless client experience across multiple contact centers, across multiple business lines, trying to do that in traditional technologies like IVRs is really difficult. Voice gives us, we believe, the opportunity to streamline that experience, to be able to move towards a more one-stop shop for all of our clients." —John Sorenson
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BNI
“At BNI, resetting passwords have often posed challenges for our IT help desk. In order to increase security, our BNI's IT help desk allows only strong passwords with a combination of alphabets, numbers and special characters. As a result, BNI users have often forgotten their passwords. In our organization with thousands of people, IT help desk receives numerous requests per month. Manually verifying the staff's identity maybe the most secure option, but it causes inconvenience to both IT helpdesk and users. We felt that a convenient and secure automated password reset mechanism is a must to cater to so many requests. Our new MFA [multi-factor authentication] password reset application has alleviated the woes of IT help desk. The Web portal application designed and implemented by Indriya Innovations using Nuance's VocalPassword biometrics engine is able to help our IT help desk to allow a safe, secure and convenient way to reset passwords. Our objective is to provide our staff with a more convenient, faster and easy-to-use password resets while simultaneously improving IT security." —M. Harsono, IT Helpdesk & Command Center Group Head
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Commerce Bank
"We partnered with Nuance a few years back to really help understand our business. We were really impressed with how Nuance went into our business and really wanted to understand our business from a standpoint of learning how they could make it better for us. We knew we’d get value from it, but we didn’t know how much value we’d get from it." —Jason Markovich
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Eastern Bank
"We needed a streamlined solution for employee password reset that worked effectively and that employees would adopt - and FastReset with voice biometrics delivers that. For the employee, FastReset eliminates the frustration of forgotten passwords and security questions, which we've all experienced. And for the organization it cuts costs by automating the process, allowing the help desk team to focus on more complex call types. It's really a win-win for all of us." - Don Westermann, Chief Technology Officer, Eastern Bank

GE Money
"Our speech recognition IVR has fundamentally changed how we manage customer calls for our Cards Business. By gathering call reason and customer data through the new speech recognition IVR, we are now able to determine which customers would most benefit from other products. This kind of intelligence improves both our sales capability and efficiency by offering services only to relevant customer segments. Highlighting this is a significant increase in our sales volume since the introduction of this new capability. In particular, we have experienced a 30% increase in leads and a 4% increase in sales, and we continue to find new ways to both improve the customer experience and increase revenue." - John Zgrdja, Head of Digital Channel Solutions at GE Money
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HypoVereinsbank
"We are pleased that the majority of our customers are using the new speech-enabled customer interaction solution for over-the-phone service transactions. By automating a significant percentage of routine transactions, we are offloading a significant number of calls that previously went to our agents, allowing them to focus on providing specialized service to high value customers." —Karsten Linz, Head of Communications Technologies
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ING
"With the introduction of speech recognition, customers are able to ask a question immediately. The speech system recognizes the question and transfers to the appropriate agent. This saves our customers approximately 15 seconds on hold and navigation time. The results are very positive." —Maarten van den Bosch, Director Postbank Call Centers

Invesco Trimark
"You open a door to kinder dialog when you don’t have to spend time verifying the identity of the person calling. Our customer relation representatives are very supportive of the voice verification solution." —Lisa Mormile, Assistant Vice President, Distributor Relations
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SBI Funds
"SBIFM has collaborated with Nuance Communications to provide an exceptional customer service experience. We are constantly looking at innovating new schemes and introducing new solutions to enhance our business efficiency and win customer loyalty. The solution provided by Nuance takes our customer service to a new level." —Subhojit Roy, Head of Information Technology
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The Standard
“There’s a lot of innovative technology we’ll be working on with Nuance. Working with Nuance has been a positive experience, and seeing what they are doing in their R&D group really gets your wheels turning with new ideas about how to use that technology to make the customer experience even stronger.” —David Payne, Assistant Vice President of Contact Center Operations
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UMB
"Nuance has provided us a way to communicate to our business units the way an IVR works and what we can bring to the table for their side of the business. Really, the expertise that they have in helping us communicate across the channels what a 'one system' can do for the company has been very important to our organization." —Julie Fisher
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USAA
“USAA’s innovative solutions are designed to make life easier for our highly mobile military service members, and increasingly for all members who now expect to get things done when, where and how they want. We believe that the virtual assistant has tremendous potential to make it simpler, faster and more satisfying for our members to manage their financial affairs on their mobile devices.” —Neff Hudson, Assistant Vice President of Emerging Channels
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YES BANK
"Our collaboration with Nuance in India is part of YES BANK’s mission to relentlessly meet customer needs and expectations, thereby providing them a superior service experience. We are committed to executing a concerted strategy by continuously introducing innovative solutions to enhance customer satisfaction." —Umesh Jain, President & Chief Information Officer
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Telecommunications

Bright House Networks
"When we first went to speech, we were able to increase our IVR handled percentage, self-serve, if you will, considerably, almost double. And then when we went to SpeakFreely, we were able to reduce transfers. It was kind of like putting our IVR on steroids. My experience with it has been just phenomenal."  —Bob Artz, Senior Director of Call Center Operations
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Magyar Telekom
"Thanks to the new system, the customer's password will no longer be needed for telephone customer service, as we can identify the customer on the basis of his or her voice after the MT customer identifier or telephone number has been provided. So our customers may settle their business without the need to harmonise any additional data. We trust that this safe and convenient function will, in addition to increasing the satisfaction of our customers, accelerate customer service as well."- Keszég Attila, Chief Sales and Services Officer, Magyar Telekom, commenting on their voice biometrics solution

Polska Telefonia Cyfrowa S.A.
“Nuance VocalPassword has positively impacted our employees, giving them the ability to easily and efficiently reset their passwords 24 hours a day, seven days a week. As a result, not only have we been able to eliminate the need to ask them a series of detailed questions to verify that they are indeed who they say they are; more importantly, we have been able to reduce the time it takes to verify an employee’s identification to just 20 seconds, freeing up our IT staff to handle more pressing issues. Given our positive experience with VocalPassword, we are exploring how we can now roll this service out to our customer service contact center.” —Maciej Zawada, platforms and systems development bureau director of Polska Telefonia Cyfrowa S.A.
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Telefonica Espana

"This completely automated solution [Call Steering] efficiently provides the requested service in the shortest possible time, which is critical to achieving both cost savings and enhanced customer satisfaction." —Mario Soro, Director, CRM Technology
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T-Mobile Deutschland GmbH
"Because the customer is the pivot point of all our activities, we recognize that providing exceptional customer service will continue to be the key to our business success...By using Nuance’s innovative speech technologies to create a call centre application that is fast, accurate and reliable, we are experiencing an increased self-service success rate." —Klaus Dieter Liedtke, Head of the Mobilbox Department

"The jury voted for this leading speech application with its extensive array of services as the main winner because it is groundbreaking and exemplary for the entire industry. It gained extremely high scores in the practical test, demonstrating maturity and high performance throughout the dimensions evaluated." —Prof. Dr. W. Wahlster, Chair of the Artificial Intelligence Group at Saarland University, commenting on the T-Mobile Deutschland's "Best Practice Voice Award"
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Turkcell Global Bilgi
“As a pioneer service in Turkey, we first launched this system for a limited number of subscribers, but it attracted more attention than we had expected and reached 4 million users in a short time. Customers like the very simple and fast authentication process of only 5 seconds.” —Fahri Arkan, Assistant General Manager of Information Technologies
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Turkcell Global Bilgi
"One of the largest wins that the Call Steering System provides Turkcell Global Bilgi is an increase in efficiency. Services that are otherwise impossible to be delivered can now be provided more accurately and with higher quality. Thus, services provided via customer representative become more focused. Enabling a transaction in just 20 seconds is undoubtedly an added value." - Fahri Arkan, IT Assistant General Manager at Turkcell Global Bilgi
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Vodafone
"The voice channel is the front door for the majority of customers, so it was imperative that we provide a world-class customer experience. A further part of our business strategy is to be a best cost operator so we can increase our volume of customers without driving up our operating costs. This scenario is very difficult to handle in the conventional contact center, and customers have told us that they hate touch-tone IVR systems. IIt was clear from the beginning that speech recognition had matured to the point where it could meet our requirements." -Adam Spence, Technical Solutions Manager, Vodafone Australia

Windstream
"Our decision to use a virtual agent is part of our commitment to being innovators in the telecommunications space. In order to win in our markets, Windstream must keep pace with customers and that means delivering content and support to them when, where and how they want it. Using a virtual agent delivers the kind of always on, engaging, and contextual experience that our Web-savvy consumers expect. And with Nuance's proven track record, we knew we would produce a world-class agent." - Sarah Day, Vice President of Consumer Marketing at Windstream
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Travel & Transportation

Air France
"Today’s customers want efficient and prompt service, whether they wish to discuss a query or perform an entire transaction over the telephone. We are required to satisfy the expectations of increasingly savvy, highly mobile customers, who feel great service is an entitlement. As well as being readily accessible, customer service must be pleasant to use. Nuance’s advanced speech recognition technology enables us to deliver on this requirement, providing access to a user-friendly and information-rich resource that has already proved popular with our customers." —Diane Laurent-Jubin, Vice-President Direct Sales and Service International and the Netherlands d’Air France KLM

Amtrak
"We didn’t just put up a speech recognition system. Nuance helped us build an award-winning speech recognition system that we’ve branded, Julie. And it’s gotten those awards because of the customer feedback. We’ve had numerous, numerous letters to our President of our organization commenting and complementing us on making us probably one of the smoothest, most well interactive customer experiences out there. So, we’re very proud of it. " —Vince Zagorski
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Deutsche Bahn
"As an innovative, service-oriented enterprise we regularly conduct passenger surveys, because our customers’ opinions are important to us. This is particularly true when we introduce new technologies. In this case the feedback was highly positive right from the outset. We are pleased that the voice technology by Nuance is so well received by travelers and that we were consequently able to substantially improve our customer service. In the future we will continue to expand our offerings in this direction. We will utilize the optimization potential identified by our customers, in order to improve our customer service once again." —Christoph Rothfuss from the bid planning department of DB Regio AG, Mannheim, responsible for passenger information
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FedEx
"FedEx has worked with Nuance in the development of our 'One IVR' project. For the new IVR, which is hosted on Nuance's OnDemand platform, we've taken advantage of natural language speech recognition technology to better direct our callers through the IVR, making it a very conversational experience...We expected, through the improved experience, to increase usage of IVR self-service capabilities by 3%. In fact, we've actually seen a 6% increase in automation, far exceeding our goals." - Gina Maiden, Managing Director, FedEx
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US Airways 
“The more we know about our customers and the reason for their calls, the more efficiently we can provide the assistance they need and allow them to get on with their day. Over the last year, we have worked with Nuance to develop a service experience that provides an intelligent understanding of our customers and their travel needs. By integrating those insights with cutting-edge speech recognition technology, we are providing our customers with the convenient, quality care they have come to expect from US Airways. —Kerry Hester, Senior Vice President, Operations Planning and Support
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