List of Nuance Cloud IVR Customers
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Since 2010, our global team of researchers has been studying Nuance Cloud IVR 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 Cloud IVR 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 Cloud IVR for Interactive Voice Response (IVR) include: Humana, a United States based Insurance organisation with 65680 employees and revenues of $117.76 billion, Yorkshire Building Society, a United Kingdom based Banking and Financial Services organisation with 3300 employees and revenues of $1.34 billion and many others.
Contact us if you need a completed and verified list of companies using Nuance Cloud IVR, 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.
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Humana | Insurance | 65680 | $117.8B | United States | Nuance Communications | Nuance Cloud IVR | Interactive Voice Response (IVR) | 2021 | n/a |
In 2021, Humana adopted Nuance Cloud IVR for its Interactive Voice Response (IVR) layer to reduce agent transfers and improve routing for its contact center and customer service operations. The project addressed errors in intent recognition and routing that were causing transfers across Humana’s broad portfolio of insurance services, including medical, pharmacy, dental, vision, and Medicaid offerings.
Nuance Cloud IVR was deployed as a hosted platform with natural language understanding capabilities, configured to recognize and predict more than 1,000 complex customer intents. Functional capabilities implemented include advanced intent classification, automated offer logic such as prescription refill prompts, a strengthened authentication flow, call transfer and containment behavior, and personalization of customer interactions based on intent prediction.
The architecture centers on a cloud-hosted IVR with NLU, managed APIs, and iterative configuration by Humana’s scrum teams in close collaboration with Nuance experts. Development and operations shifted to a fully agile model, enabling rapid updates to conversational models, authentication flows, and service-specific dialogs, while maintaining the platform as a managed cloud service.
Operational scope covered enterprise contact center channels that handle inquiries from Humana’s more than 13 million customers, with individual service areas instrumented for improved self-service completion. Governance moved to cross-functional scrum ownership for ongoing tuning of intents and API-driven integrations with insurance service endpoints, supporting an iterative rollout of additional services and optimizations.
Measured outcomes reported by Humana include routing 90% of IVR call traffic to Nuance Cloud IVR within less than one year, an 80% increase in phone-channel Net Promoter Score, self-service achievement at 325% above target, prescription refill self-service completion rising from 32% to 42%, an authentication rate increase of four points to 76%, and a five second reduction in agent handle time.
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Yorkshire Building Society | Banking and Financial Services | 3300 | $1.3B | United Kingdom | Nuance Communications | Nuance Cloud IVR | Interactive Voice Response (IVR) | 2018 | n/a |
In 2018, Yorkshire Building Society implemented Nuance Cloud IVR to enhance its Interactive Voice Response (IVR) capabilities for customer service telephony. The Nuance Cloud IVR deployment was delivered under a managed services arrangement with Sabio, with contractual service level agreements defining end-to-end accountability for platform performance.
The implementation focused on Interactive Voice Response (IVR) functional workflows, including cloud-based voice self-service, call routing and speech recognition capabilities consistent with IVR deployments. Nuance Cloud IVR was configured to operate as the front-end voice channel, interfacing with the society's contact centre orchestration and customer interaction flows.
Integrations were explicit and foundational to the architecture, Nuance Cloud IVR was integrated with the Avaya Aura communications platform, Avaya Proactive Contact and Verint Impact 360 Workforce Optimisation to form a unified contact centre stack. Operational scope encompassed the customer service contact centre and the Group telephony infrastructure, with Sabio assuming responsibility for onsite tier one and tier two troubleshooting, recruitment and ongoing management of technical personnel, plus standard support and solution upgrades.
Governance and rollout were governed by clear SLA targets and a managed service model that centralized accountability for technical performance and operational availability. The commercial terms included guaranteed delivery under defined SLAs and the prospect of predictable ongoing costs for the duration of the managed services contract.
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Buyer Intent: Companies Evaluating Nuance Cloud IVR
- Wings Financial Credit Union, a United States based Banking and Financial Services organization with 500 Employees
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