List of Nuance Recognizer Customers
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Since 2010, our global team of researchers has been studying Nuance Recognizer 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 Recognizer for Natural Language Processing 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 Recognizer for Natural Language Processing include: Nationwide Building Society, a United Kingdom based Banking and Financial Services organisation with 22042 employees and revenues of $6.74 billion, Shell Energy, a United Kingdom based Utilities organisation with 2000 employees and revenues of $1.33 billion and many others.
Contact us if you need a completed and verified list of companies using Nuance Recognizer, 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 Recognizer 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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Nationwide Building Society | Banking and Financial Services | 22042 | $6.7B | United Kingdom | Nuance Communications | Nuance Recognizer | Natural Language Processing | 2015 | n/a |
In 2015 Nationwide Building Society implemented Nuance Recognizer. Nuance Recognizer, classified under Natural Language Processing, was deployed as part of an IVR transformation initiative in the Contact Centre Domain, with project activity spanning August 2015 through March 2017.
The implementation configured Nuance Recognizer for natural language IVR interactions and included the development of an IVR customer profile webservice to retrieve backend CRM and product information for enhanced routing. The engagement also specified integration points for voice authentication, implementing Verint Voice Biometrics for Fraud workflows, and the use of an eGain Contact Engagement Hub to support authenticated Web Chat, Email, Knowledge Base, Intelligent Assistant, Guided Help and secure messaging capabilities across digital channels.
Architecturally the deployment ran Nuance components on a Cisco UCCE ICM/CVP platform, integrating telephony orchestration with webservice-based customer profile lookups and CRM access. Operational coverage targeted the Nationwide Digital Estate, explicitly including Nationwide.co.uk, Internet Bank and Mobile App, and centered on Contact Centre and fraud prevention business functions in a distributed, multi vendor environment.
Governance activities emphasized architectural assurance and remediation, with architectural debt remediation and a redesign toward strategic orchestration web services, supported by UML artifacts produced in IBM Rational Software Architect. Roadmap activities and architectural oversight were planned for the 2015 to 2018 period to coordinate distributed development and multi vendor delivery.
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Shell Energy | Utilities | 2000 | $1.3B | United Kingdom | Nuance Communications | Nuance Recognizer | Natural Language Processing | 2021 | n/a |
In 2021 Shell Energy implemented Nuance Recognizer as part of integration activity following the March acquisition of the Post Office telecoms base, aligning the new customer population with Shell Energy Retail systems. The deployment targeted Customer Experience and Broadband Operations, covering eight lines of business, a transferred base of approximately 500k Broadband and Homephone customers, and training for over 400 contact centre agents to support continuity of service.
Nuance Recognizer was configured as a Natural Language IVR layer leveraging Natural Language Processing capabilities to support speech recognition, intent detection, and self service call handling. Configuration work focused on IVR dialogue flows, intent classification, and fallback routing to human agents, matching standard Natural Language Processing functional workflows for call deflection and automation.
The implementation integrated with Shell Energy Retail contact centre systems, CRM, and billing platforms to ensure customer records and routing context flowed between Nuance Recognizer and downstream systems. Operational rollout planning included ramp up and ramp down schedules across the eight lines of business, agent training programs, and operational readiness checks to preserve BAU service levels during the transition.
Governance and operational control were driven by the Head of Customer Experience and a team of Operational Service Delivery Managers, with oversight of customer experience KPIs such as CSAT, QA, Complaints, Ofcom measures, and first call resolution, and performance KPIs such as SLA, AHT, and abandon rates. The stated objective of the Nuance Recognizer deployment was to deliver improvements in Customer Experience and lower costs through AHT efficiency, with process changes including system flags and targeted communications to protect vulnerable customers.
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