Nuance Receives #1 Combined Rating among Enterprise Intelligent Assistant Vendors in Newly-Published Opus Research Report
February 16 2017 - 8:00AM
Business Wire
Report Showcases Nuance's Leadership in Artificial
Intelligence for the Intelligent Virtual Assistant, Nina, Receiving
Highest Combined Rating in Opus Research Vendor Evaluation
Nuance Communications, Inc. (NASDAQ: NUAN) today announced that
it has received the highest combined rating amongst Intelligent
Assistant and bot vendors in the newly-published report by Opus
Research, “Decision Makers’ Guide to Enterprise Intelligent
Assistants.”* Nuance outscored all other Intelligent Assistant (IA)
and bot vendors that were evaluated and ranked highest for its
intelligent virtual assistant, underscoring Nuance’s leadership in
the industry. Nuance brings a unique omni-channel customer
engagement platform to the table that combines the best in self-
and assisted-service, enabling a seamless collaboration between
human agents and artificially-intelligent virtual assistants to
drive better customer service outcomes.
In the February 2017 report, Opus Research addresses the
importance and value of a virtual assistant/bot strategy for
enterprises, stating “successful IA implementations reduce
operating costs while improving customer experience and customer
satisfaction scores by automating the handling of routine queries
and optimizing person-to-person for both agent and customer when
interactions require a human touch.” Drawing attention to the rapid
IA adoption, “Opus foresees explosive growth of the industry poised
to blast through $1 billion in 2016, on the way to $4.5 billion
globally by 2021.”
The report presents a comprehensive assessment of the current IA
and bot solution provider landscape with special focus on vendors
offering “enterprise-grade” solutions. Included within is a
solution provider comparison chart to help decision-makers evaluate
how current enterprise solutions fulfill the requirements of IA.
Using a rating system based on Gold, Silver, and Bronze, Opus
Research assesses each vendor’s product offerings across seven
different criteria, including: Automated Learning, Process
Automation, Human Involvement, Analytics & Reporting,
Multi-Channel, Track Record, and Affordability/Speed to Deploy.
Nuance is awarded a Gold standing in six out of seven categories,
the highest combined rating amongst all of the vendors that were
evaluated.
“The report provides tools and a framework for decision makers
to compare the leading solutions providers according to criteria
that have direct impact on customer experience and operational
efficiencies,” explained Dan Miller, Lead Analyst at Opus Research.
“This is especially important as Enterprise Intelligent Assistants
grow into their role as focal point in omni-channel
self-service.”
“It is a great honor to be recognized as the highest ranked
provider of virtual assistants by Opus Research,” said Robert
Weideman, general manager and executive vice president, Enterprise
Division, Nuance. “Nina was introduced by Nuance more than four
years ago as one of the first virtual assistants for customer
service based on our ongoing work in artificial intelligence and
since that time we have innovated alongside the world’s leading
brands to deliver the intelligent, personalized, and engaging
service that consumers expect.”
Nina leverages Nuance’s unparalleled technology leadership and
expertise in voice, NLU, conversational dialogue and advanced
resolution techniques to deliver a compelling, omni-channel, self-
and assisted- customer service experience for the consumer and the
enterprise. Nuance Nina has been adopted globally by large
organizations such as Australian Taxation Office, Coca-Cola,
Domino’s, Garanti Bank, ING Netherlands, IP Australia, Jetstar,
Swedbank, Tangerine Bank, USAA, and Windstream.
To view a sample or purchase a copy of the report, click here.
For more information about Nuance’s Nina, please click here.
*Opus Research “Decision Makers’ Guide to Enterprise Intelligent
Assistants” by Dan Miller, Derek Top, and Amy Stapleton, February
2017.
About Nuance Communications, Inc.Nuance Communications, Inc.
(NASDAQ: NUAN) is a leading provider of voice and language
solutions for businesses and consumers around the world. Its
technologies, applications and services make the user experience
more compelling by transforming the way people interact with
devices and systems. Every day, millions of users and thousands of
businesses experience Nuance’s proven applications. For more
information, please visit www.nuance.com.
Trademark reference: Nuance and the Nuance logo are registered
trademarks or trademarks of Nuance Communications, Inc. or its
affiliates in the United States and/or other countries. All other
trademarks referenced herein are the property of their respective
owners.
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For PressUSNuance Communications, Inc.Karen Link,
781-565-4797Communications Managerkaren.link@nuance.com
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