Mobile Care Solution from Nuance achieves over 60 percent on-device automation rate
Date: Tue, 02/24/2009 - 20:07
Nuance Communications, Inc. announced that recent trials and deployments of the Nuance Mobile Care solution has proven to significantly reduce calls being directed to live agents by over sixty percent. Nuance Mobile Care provides users with the ability to self-solve simple problems including customer care and billing directly and instantly on the handset. This innovative care application eliminates wait times for customer service agents, creating a huge opportunity to operators worldwide to significantly reduce costs and provide a superior customer experience.
Based on aggregate data from deployments and trials of Nuance Mobile Care in North America and Europe, the adoption of self-service on the handset has lead to real, bottom line savings. The average live agent call costs approximately US$5 and the average subscriber initiates a call to customer service once a month. With the potential of deflecting over sixty percent of calls with an on-device, self-service options, operator’s will see significant cost savings and provide a compelling business opportunity to extend self-service to the mobile device, especially so in the current economic climate.
Today, Tier 1 operators in the U.S. and Europe are deploying Nuance Mobile Care to help their customers automatically resolve common problems directly on their mobile phone. Customers are be able to make account inquiries or pay bills directly without having to wait in queue, which has proven frustrating for users. With on-device self-service, customers gain more control of when and how they access help, and in a more relevant and intuitive way. Further, research from independent focus groups has concluded that 9 out of 10 users preferred the ease and speed the Nuance Mobile Care solution provides over other customer service options.
Some features within Nuance Mobile Care include the following capabilities:
• View account and pay bills – Customers are able to access and view their account information and pay bills directly on their device.
• Manage plan – Customers will be able to view their current plan details as well as upgrade their plan based on usage.
• Device support - Support for a wide range of handset platforms including Windows Mobile, Symbian, BREW and other proprietary operating systems.
"The growing complexity of mobile handsets and services has led to a significant increase in customer care call volumes and resultant costs to operators," said Tony Cripps, Principal Analyst, Ovum. "Products that let operators fix common problems directly on a user's device without involving a live agent offer both user experience and cost saving benefits, especially important in the current economy."
"Nuance recognizes that customer care is a key driver for operators globally as they seek ways to reduce churn and see cost savings at the same time- especially in these economic times. Nuance Mobile Care is a solution that meets both objectives simultaneously,” said Mikael Berner, SVP & GM Enterprise Division, Nuance Communications. “Nuance believes providing a self-service application on the device will improve the overall customer experience and eliminate the need for expensive and unnecessary human interaction while providing preferred self-service to consumers. This is a big step forward for both Nuance and its customers.”
Nuance’s extensive portfolio of customer care and handset solutions as well as longstanding mobile and enterprise relationships, positions the Company to deliver superior mobile care solutions and fulfill a significant global opportunity that will benefit both the mobile operator and their customers.