I'm at CTIA in Las Vegas today, where I just had a meeting with Nuance senior product manager David Winarsky, who shared his insights into Nuance's latest offering Nuance Mobile Care.
The solution gives end users the ability to self-solve simple problems including customer care and billing directly and instantly on their handset thus eliminating wait times for customer service agents, and allowing customers to help themselves.
Winarsky told me that this creates a large opportunity for service providers to reduce costs and provide a superior customer experience.
Deploying the Nuance Mobile Care solution has reportedly been shown to reduce calls being directed to live agents by over sixty percent. Winarsky cited a statistic that a miniscule shift of just 1% to automation can save large carriers $1 million per month.
He showed me a demo of the solution on a Nokia N-series phone, and walked me through the different options for account management, visual IVR, ease of navigation and the ability to display complex details on the handset.
Subscribers can choose which channel (speech, text...) is best for self service and they can always zero out to an operator
The application also does some diagnostics, helping users determine if there are problems with the device.
One interesting opportunity is that service providers can use this application to send consumers targeted advertisements, and fulfillment takes place right on the device, which is another incredible revenue opportunity for the operators.
The solution is currently deployed with T-Mobile in the U.S. (postpaid) and Metro PCS (prepaid); and with Vodafone in the UK (with a contract to expand to 18 other operators in Europe).
Looking ahead, Nuance plans to add personalization and by continue to enhance the user experience. And while they are addressing wireless carriers today, Winarsky tells me that there are plans in the works to target the enterprise market down the road.
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