Omnichannel customer engagement

Engage customers on their terms—meet them in the messaging channels they use every day.

Microsoft + Nuance

Nuance is part of the Microsoft Digital Contact Center Platform—the open, extensible, and collaborative contact center solution.

Intelligent, AI‑powered customer engagement in every channel

Trusted by the Fortune 100 to improve customer and agent experiences while reducing costs and increasing revenue. We help leading brands empower agents, prevent fraud, and deliver superior experiences across any or all moments of the customer journey.

Our AI‑first approach

Delivering the omnichannel experiences customers expect requires an AI‑first approach. It’s only by combining automated and human engagement that you can achieve the best business outcomes.

Use AI-based omnichannel customer engagement Mobile Chat Icon

Use AI to automate 80% + of all engagements

Automate with omnichannel customer engagement across devices Multiple Devices Icon

Bridge AI automation and human engagements

Empower agents and improve call center efficiency Call Center Icon

Empower agents and create an AI learning loop

Instill trust with biometric security Nuance Gatekeeper Icon

Instill customer trust with biometric security

Our solutions bring AI‑first to life

Nuance omnichannel customer engagement solutions bring the power of conversational AI to the contact center and beyond.

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Contact Center AI

Nuance Contact Center AI adds intelligence to your contact center platform through powerful AI services and developer tools, helping you enhance experiences, reduce costs, and increase operational efficiency.

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Digital and messaging

Nuance digital and messaging solutions enable you to meet customers in their channel of choice, providing seamless experiences that increase satisfaction while driving efficiencies and increased revenue.

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Voice and IVR

Nuance voice solutions delight customers while driving down costs by providing conversational, automated experiences that contain calls in the IVR and accelerate resolution.

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Authentication and fraud prevention

Nuance biometric authentication and intelligent fraud prevention solutions streamline, protect, and personalize every customer interaction.

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Contact Center Analytics

Nuance analytics solutions automatically capture and analyze all omnichannel customer engagements to provide insights that help you revolutionize contact center performance.

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Partners

Our cloud solutions integrate with leading Contact Center as a Service (CCaaS) vendors, cloud providers, and technology partners.

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Professional services

Our 700+ AI experts are always on hand if, and when, you need them—experienced in highly‑specialized disciplines not easily found in‑house or on the market today.

Real‑world business outcomes

Our intelligent engagement and security solutions help enterprises worldwide—including 75 of the Fortune 100—achieve remarkable business results.

20 %

increase in agent + employee satisfaction

50 %

80 %

increase in NPS

85 %

automated first contact resolution

2B+

fraud prevention savings

3B+

40 %

40-50 %

average containment rate

2X

3X

improvement in upsells

150 %

improvement in new sales

300 %

ROI from reduced fraud-related losses

The Nuance difference

Delivering superior outcomes across any or all moments of a customer's journey

Proven AI

Nuance digital, voice, and biometric security solutions are proven to help brands increase the quality of customer experiences—and the value of customer relationships.

Flexible partnering

Our flexible deployment and partnering approach gives you total control over your AI transformation. You can do it yourself, tap into our expertise when you need it, or rely on us from end to end.

Multiply your benefits

Customers who embrace an AI-first approach across the entire customer journey.

Receive more recognition for omnichannel customer service. #1 in their countries, Ranked highest by JD Powers, Stevie Award Recipients

Achieve greater cost savings. 20% additional containment rate, 53 second average AHT reduction

Outperform peers in financial outcomes. 2X revenue growth

Proven AI backed by large, industry‑specific language repositories

90 %

NLU intent recognition

99 %

biometric authentication
success rate

90 %

detection of fraud attempts

Nuance Live Assist has added a new dynamic to our customer service. It has already helped us achieve a CSAT score of 84%, and less than 4% of chats need to be escalated to a phone agent—so it’s a channel that works and gives customers what they need.

Simon Kissane

Head of Customer Experience and Operations, Post Office Ltd.

I now have clear visibility of queues and response times, and even have access to transactional NPS data. It’s allowed me to challenge our planning assumptions and deflection strategies—it’s made a world of difference.

Dave McQueen

Senior Partner Delivery Manager, Vodafone

Nuance Virtual Assistant allows our customers to have more intelligent conversations with us using their own words. They are able to achieve what they want in a far easier and more intuitive way.

Martin Kedbäck

Channel Management, Swedbank

We didn't have to worry about provisioning or onboarding too many people at once. We could just focus on building the best experience possible in complex circumstances.

Chris Stroud

Director of Contact Center Operations, Dixons Carphone Group