Genesys Telecommunications Laboratories, an Alcatel-Lucent company, has selected Nuance Communications' Call Steering solution for the newly released intelligent Customer Front Door portfolio from Genesys.
iCFD is geared toward helping enterprises optimize that critical first touch point when contacting customer care by steering callers to their desired destination. The solution leverages Call Steering to determine caller intent and couples it with Genesys’ business rules engine to further determine routing preferences as well as the Genesys platform that monitors and controls assisted service agent disposition, the Burlington, Mass.-based Nuance said.
Call Steering is based on proven natural language capabilities and provides accurate and high-value routing via a single point of access, according to Nuance.
The extended Nuance-Genesys partnership affords an array of deployment choices that provide companies with an opportunity to leverage the partnership to meet their business operation needs and their customer experience objectives, both companies said.
The Nuance-powered iCFD solution is available on premise, as a hosted service through Nuance’s On Demand group and as a managed solution through Nuance’s Enterprise Services team, formally Viecore, Nuance said.