Nuance Launches Call Routing Solution

by CXOtoday Staff    Jun 08, 2006

Nuance Communications Inc., a supplier of speech and imaging solutions, has launched Open Call Steering, a call routing solution to provide accurate, speech-based call routing.

Unlike touchtone systems, whose complex menu mazes lead to misrouted calls, Open Call Steering allows customers to describe needs in their own words and move directly to their destination. Organizations can direct inbound calls accurately, more efficiently, and with a higher degree of caller satisfaction.

The first step is to determine what the caller wants to do and then use that information to route the call to the correct destination. But some organizations offer many options within their self-service IVR systems - with a mismatch between the prompted menu choices and callers’ specific problems - that end up frustrating customers. Open Call Steering serves as a gateway to an organization’s contact center, enabling companies to establish a single point of contact and instantly route callers to the customer care solution best equipped to meet their needs.

According to Forrester Research, “Good speech-enabled phone self-service systems offer interaction advantages that even well-designed touchtone systems can’t match. Compared with touchtone, well-designed speech systems offer usability advantages. Speech interfaces take the keypad out of the interaction - allowing designers to replace deep touchtone menus with directed dialogs or open prompts like “How can I help you?” that shorten users’ paths to their destinations.”

Nuance claims that the new solution consolidates multiple phone numbers, providing a single point of access for all inbound calls. The system greets callers and allows them to speak requests naturally - rather than forcing the caller to answer with a word or short phrase, as with a directed dialog speech system. For example, the application can simply greet callers with “Welcome, what can I do for you?”, the caller can then answer what he wants and the system will accurately route the caller.

The company claims that the system can be integrated with leading IVR platforms, through partners such as Aspect, Genesys, Intervoice and Nortel.

Open Call Steering is generally available now with support for English in multiple dialects, which includes US, UK, Australian, and Indian. Non-English languages can be supported on demand.