List of Nuance Live Assist Customers
Nuance Communications
1 Wayside Rd,
Burlington, 1803, MA,
United States
Burlington, 1803, MA,
United States
1 781-565-5000
Professional Services
6500
$1.3B
Since 2010, our global team of researchers has been studying Nuance Live Assist 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 Live Assist for Customer Support 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 Live Assist for Customer Support 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, Post Office, a United Kingdom based Professional Services organisation with 3719 employees and revenues of $1.16 billion and many others.
Contact us if you need a completed and verified list of companies using Nuance Live Assist, 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 Live Assist 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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HM Revenue & Customs | Government | 67500 | $9.5B | United Kingdom | Nuance Communications | Nuance Live Assist | Customer Support | 2020 | n/a |
In 2020 HM Revenue & Customs deployed Nuance Live Assist in the Customer Support category to rapidly scale citizen-facing support for four COVID-19 schemes, the Coronavirus Job Retention scheme, the Self-Employment Income Support scheme, the Eat Out to Help Out scheme, and the VAT Payments Deferral scheme. The implementation targeted HMRC’s public online portal on desktop and mobile, with the explicit requirement to handle millions of transactions and minimize wait times and customer disruption during national lockdown.
The deployment combined Nuance Live Assist as an enterprise live chat layer with Nuance Virtual Assistant as an automated self-service front end. Nuance Virtual Assistant used Nuance Natural Language Understanding to parse conversational intents and surface self-service workflows across scheme-specific questions, escalating to live chat when automation could not resolve a case. Functional capabilities implemented included intent recognition, conversational routing to the most suitable agent, and in-session agent takeover to complete transactions initiated in the virtual assistant.
Operational coverage included digital channels across the UK and integration into HMRC agent desktops, enabling 18,000 live agents to access Nuance technologies from remote working setups. The implementation served as the primary customer support orchestration layer for scheme transactions, coordinating self-service, chat routing, and agent-assisted resolution without reference to other named prior systems. Deployment architecture emphasized a cloud-forward digital channel for portal access coupled with agent-accessible Nuance components for scalable live assistance.
Governance and rollout involved a close partnership between HMRC staff and Nuance teams, including QA testers and engineering support, to sustain rapid releases through 2020 as each scheme launched. Outcomes documented by HMRC and Nuance include supporting 67,000 job claims within half an hour of the Job Retention Scheme launch, 440,000 grant applications on the first day of the Self-Employment Income Support scheme, £4.8 billion awarded through the Self-Employment scheme, £46.4 billion in Job Retention claims, £28.2 billion in VAT support, and £522 million claimed under Eat Out to Help Out, all transactions supported via Nuance Live Assist and Nuance Virtual Assistant.
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Post Office | Professional Services | 3719 | $1.2B | United Kingdom | Nuance Communications | Nuance Live Assist | Customer Support | 2021 | n/a |
In 2021, Post Office Ltd. deployed Nuance Live Assist as a Customer Support platform for its Telecoms division, establishing a unified digital and telephony support layer. The initial deployment paired Nuance Live Assist with Nuance Virtual Assistant, and three months later the programme added Nuance Natural Language Call Steering and Nuance Async Assist to extend capabilities across phone, web chat, and asynchronous messaging channels.
The implementation configured Nuance Live Assist to act as a live agent collaboration hub while Nuance Virtual Assistant fronted common inquiries, enabling automated resolution of simple intents such as order status queries. Nuance Async Assist was implemented to allow customers to respond in their own time, and agents were configured to manage multiple concurrent digital conversations, increasing multitasking from one to three simultaneous engagements per agent.
Integration work focused on embedding Nuance Natural Language Call Steering into the existing IVR to capture free text intent at the point of call entry, route customers to specialised agent queues, and surface a built Data Protection Act clearance step within the call steering flow. Operational coverage targeted the Telecoms division and the phone channel as well as digital customer touchpoints, with routing and intent signals shared between IVR, virtual assistant, and Live Assist to centralise customer context for agents.
Governance and operational changes included role specialization for agents into service areas aligned with call steering routing, and a content governance loop that used intent data to update virtual assistant knowledge. The programme explicitly used virtual assistant and call steering analytics to identify common trends, for example updating conversational content during national COVID related demand spikes. Reported outcomes include agents handling three concurrent conversations, an 84 percent CSAT score for Live Assist engagements, less than 4 percent escalation to phone agents, and reduced agent transfer times through call steering.
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Vodafone Group | Communications | 88780 | $43.9B | United Kingdom | Nuance Communications | Nuance Live Assist | Customer Support | 2020 | n/a |
In 2020 Vodafone Group expanded its use of Nuance Live Assist to address a sudden shift to remote work in its Customer Support contact centres, after COVID-19 forced live agents to work from home. Contact centre managers required a convenient way to support agents, measure performance, and respond to real-time metrics while remote operations became the default.
Nuance created an intuitive, centralized dashboard built from technologies Vodafone already had across its contact centres, with data collection and visualization tightly aligned to Customer Support operational needs. The dashboard gathers granular telemetry from Nuance Live Assist, surfacing key metrics including agent handling times, CSAT scores, and customer queue durations in real-time, enabling performance monitoring and operational triage.
The implementation integrated Nuance Live Assist telemetry with Vodafone’s existing Nuance Call Steering footprint across contact centre sites, providing a single pane of glass for contact centre managers and supervisors. Deployment scope emphasized remote agent support and manager-facing operational controls, with dashboard functionality focused on real-time monitoring, agent supervision workflows, and queue management visibility.
Governance and rollout leveraged the existing commercial partnership between Vodafone and Nuance, with Vodafone’s operations team working with Nuance to explore and accelerate dashboard capabilities. The outcome was an operational instrument that enabled Vodafone to embrace remote customer service while giving managers immediate visibility into handling times, CSAT, and queue duration metrics in real-time.
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Buyer Intent: Companies Evaluating Nuance Live Assist
ARTW Buyer Intent uncovers actionable customer signals, identifying software buyers actively evaluating Nuance Live Assist. Gain ongoing access to real-time prospects and uncover hidden opportunities. Companies Actively Evaluating Nuance Live Assist for Customer Support include:
- Swisher Comm, a United States based Communications organization with 25 Employees
Discover Software Buyers actively Evaluating Enterprise Applications
| Logo | Company | Industry | Employees | Revenue | Country | Evaluated | ||
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FAQ - APPS RUN THE WORLD Nuance Live Assist Coverage
Nuance Live Assist is a Customer Support solution from Nuance Communications.
Companies worldwide use Nuance Live Assist, from small firms to large enterprises across 21+ industries.
Organizations such as Vodafone Group, HM Revenue & Customs and Post Office are recorded users of
Nuance Live Assist for Customer Support.
Companies using Nuance Live Assist are most concentrated in Communications, Government and Professional Services, with adoption spanning over 21 industries.
Companies using Nuance Live Assist are most concentrated in United Kingdom, with adoption tracked across 195 countries worldwide. This global distribution highlights the popularity of Nuance Live Assist across Americas, EMEA, and APAC.
Companies using Nuance Live Assist range from small businesses with 0-100 employees - 0%, to mid-sized firms with 101-1,000 employees - 0%, large organizations with 1,001-10,000 employees - 33.33%, and global enterprises with 10,000+ employees - 66.67%.
Customers of Nuance Live Assist include firms across all revenue levels — from $0-100M, to $101M-$1B, $1B-$10B, and $10B+ global corporations.
Contact APPS RUN THE WORLD to access the full verified Nuance Live Assist customer database with detailed Firmographics such as industry, geography, revenue, and employee breakdowns as well as key decision makers in charge of Customer Support.