Nuance Communications Launches Open Call Steering Call Routing Solution
BURLINGTON, Mass. - Nuance Communications, Inc. (NASDAQ: NUAN) launched Open Call Steering, a packaged call routing solution that provides speech-based call routing. Open Call Steering™ allows customers to describe their needs in their own words and move directly to their destination.
Open Call Steering serves as a gateway to an organization's contact center, enabling companies to establish a single point of contact and route callers to the customer care solution.
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 touch-tone, 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." [1]
Open Call Steering can be integrated with IVR platforms through partners such as Aspect, Genesys, Intervoice and Nortel.
Open Call Steering consolidates multiple phone numbers, providing a single point of access for all inbound calls. The system greets callers and allows them to speak requests.
Open Call Steering will be generally available on May 31, 2006 with support for English in multiple dialects, including U.S., U.K., Australian, and Indian. Non-English languages can be supported on demand.
[1] The Economics of Speech for Phone Self-Service, Forrester Research, Inc., September 30, 2005.