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AI, Biometrics, and Tooling Solutions from Nuance Contact Center are now available for Genesys Cloud CX.
Nuance Communications (NASDAQ: NUAN) is a conversational AI and ambient intelligence technology leader. Nuance, a full-service partner, trusted by 77 percent of U.S. hospitals and 85 percent of Fortune 100 companies worldwide, develops intuitive solutions that enhance people's ability to help others.
Fremont, CA: Nuance Communications, Inc. (NASDAQ: NUAN) announced an expansion of the company's strategic partnership with Genesys®, providing integrated access to Nuance Contact Center AI to Genesys Cloud CXTM customers. As a result, customers of Genesys Cloud CX can now take advantage of Nuance's best-of-breed technology to enhance the customer experience through conversational virtual assistants for voice and digital channels and biometrics-based authentication and fraud prevention solutions.
"The continued acceleration of digital transformation necessitates providing customers with a combination of advanced capabilities in a CCaaS model," said Robert Weideman, Nuance's Executive Vice President and General Manager, Enterprise. "By integrating our proven enterprise-grade conversational AI, biometric security, and Nuance Mix tooling technologies with Genesys Cloud CX, we give organisations the power they need to meet customer expectations today while also allowing them to take advantage of new technologies to address future opportunities."
"Nuance and Genesys are both committed to providing flexible, future-proof options for our mutual customers, while also working closely to advance the state-of-the-art in intelligent, omnichannel customer engagement solutions," said Olivier Jouve, Executive Vice President and General Manager of Genesys Cloud CX.
Genesys Cloud CX, a Gartner Magic Quadrant Leader for 2021 Contact Center as a Service, leverages modern cloud strategies with an API-first approach, aligning with Nuance's unique set of open, modular cloud services spanning conversational AI, Agent AI, and Security AI. With Intelligent Engagement Services and back-end integrations, Nuance provides an expanded, open, cloud-agnostic framework. Nuance solutions are also designed to ensure that enterprises keep their highly confidential customer data secure and private while building, refining, and expanding contact center systems. Genesys has been a long-standing member of Nuance's robust partner network, including solution integrators and market availability in multiple markets.