List of Nuance Call Steering Customers
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Since 2010, our global team of researchers has been studying Nuance Call Steering customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Nuance Call Steering for Interactive Voice Response (IVR) from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Nuance Call Steering for Interactive Voice Response (IVR) include: Vodafone Group, a United Kingdom based Communications organisation with 88780 employees and revenues of $43.89 billion, HM Revenue & Customs, a United Kingdom based Government organisation with 67500 employees and revenues of $9.46 billion, Direct Line Group, a United Kingdom based Insurance organisation with 8975 employees and revenues of $6.22 billion, Worldpay for FIS, a United Kingdom based Professional Services organisation with 5500 employees and revenues of $5.00 billion, TalkTalk, a United Kingdom based Communications organisation with 2077 employees and revenues of $2.00 billion and many others.
Contact us if you need a completed and verified list of companies using Nuance Call Steering, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Nuance Call Steering customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Direct Line Group | Insurance | 8975 | $6.2B | United Kingdom | Nuance Communications | Nuance Call Steering | Interactive Voice Response (IVR) | 2020 | n/a |
In 2020, Direct Line Group initiated deployment of Nuance Call Steering to modernize its Interactive Voice Response (IVR) capabilities. The engagement included scoping and design activity conducted from August 2020 to December 2020, focused on speech enablement and natural language driven call routing within the existing telephony estate.
The implementation concentrated on Nuance Call Steering configuration, Natural Language Understanding model design, and automation of the ID and V process inside the IVR. Functional capabilities specified included conversational call steering, prompt and dialog flow design, intent classification for inbound voice interactions, and scripted authentication decisioning to automate identity verification steps within the IVR.
Integration work emphasized combining Nuance Call Steering with the incumbent Avaya IVR infrastructure and telephony platform to enable real time voice session handoffs and deterministic routing to contact center queues. Operational scope targeted inbound voice channels and IVR resident workflows used by contact center agents and automated services, aligning call steering logic with existing telephony session management.
Governance and rollout planning were defined during the design phase by the technology SME, producing acceptance criteria for NLU training data, rule change governance for call steering policies, and controls for IVR based ID and V automation. Nuance Call Steering was positioned as the conversational layer for Interactive Voice Response (IVR) interactions, with design artifacts intended to guide phased implementation and operational governance across contact center voice operations.
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HM Revenue & Customs | Government | 67500 | $9.5B | United Kingdom | Nuance Communications | Nuance Call Steering | Interactive Voice Response (IVR) | 2021 | n/a |
In 2021, HM Revenue & Customs implemented Nuance Call Steering as an Interactive Voice Response (IVR) application to deliver transcription, analytics and quality management for voice interactions. The deployment is scoped to process all inbound calls and to extend analysis capability to webchat and other digital interactions in due course.
Nuance Call Steering was configured to ingest voice recordings stored on HMRC's cloud infrastructure and to execute IVR call steering logic inline with existing contact flows. Implemented functional capabilities include speech transcription, conversational analytics, and quality management workflows to support detailed call analysis and agent quality assurance.
The solution integrates with HMRC's telephony estate operating on an Odigo platform, requiring interfaces for recorded call transfer and real-time steering signals. Operational coverage reflects a large-scale telephony environment with 30,000 configured users, roughly 9,000 concurrent users and an annual call volume near 30 million, and the service was specified to accommodate distinct business areas and recurring peak periods.
Governance and rollout emphasis targeted flexible, scalable service provisioning to align with departmental segmentation and peak demand, with Nuance Call Steering orchestrated against recordings retained on HMRC cloud storage. Contract commercial details include a total value of £5,188,333 covering the initial term and maximum extension, with an initial term value of £2,748,333.
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Post Office | Professional Services | 3719 | $1.2B | United Kingdom | Nuance Communications | Nuance Call Steering | Interactive Voice Response (IVR) | 2021 | n/a |
In 2021, Post Office Ltd added Nuance Call Steering to its phone channel as part of a broader customer service strategy that had already deployed Nuance Live Assist and Nuance Virtual Assistant. The deployment targeted the Telecoms division and embedded Nuance Call Steering in the Interactive Voice Response (IVR) layer to improve inbound telephony routing and intent capture.
The implementation combined Nuance Live Assist, Nuance Virtual Assistant, and Nuance Async Assist with Nuance Natural Language Call Steering, creating a layered self-service and assisted service architecture. Nuance Call Steering was configured to accept free-text or spoken customer intents, route calls to specialised agent queues, and include a Data Protection Act clearance step inside the Call Steering sequence. The virtual assistant fronts the Live Assist platform to resolve low-complexity requests such as order status, while Live Assist enables agents to handle multiple asynchronous customer conversations concurrently.
Operational coverage focused on the phone channel within the Telecoms division and impacted customer service agents and front-line contact handling workflows. Call Steering’s natural language routing reduced inter-agent transfers by directing customers to specialised teams and removed routine clearance tasks from agent workflows. Intent data from the Interactive Voice Response (IVR) and virtual assistant was captured and analyzed to iterate content and expand self-service coverage.
Governance and process changes included embedding data-driven content updates into the virtual assistant and Call Steering flows, and using captured intent trends to prioritise self-service enhancements. Post Office Ltd reported explicit outcomes from the combined deployment, including improved agent efficiency and lower handling costs, an 84 percent CSAT for Live Assist engagements with under 4 percent escalations to phone agents, and faster customer resolutions driven by the natural language routing capabilities of Nuance Call Steering.
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Communications | 2077 | $2.0B | United Kingdom | Nuance Communications | Nuance Call Steering | Interactive Voice Response (IVR) | 2014 | n/a |
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Communications | 88780 | $43.9B | United Kingdom | Nuance Communications | Nuance Call Steering | Interactive Voice Response (IVR) | 2020 | n/a |
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Professional Services | 5500 | $5.0B | United Kingdom | Nuance Communications | Nuance Call Steering | Interactive Voice Response (IVR) | 2021 | n/a |
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Buyer Intent: Companies Evaluating Nuance Call Steering
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