Description: This passage is mainly about brighthouse login. In this passage, the writer tells us something about Bright House Networks and how to evolve IVR in partnership with Nuance, which can meet the customers’ needs.
My name is Bob and I’m the senior director of call center operations with bright house networks in the Orlando region, I’m responsible for the call center technology deployed to assist our agents at providing the support that they need, for our customers, my first interaction with Nuance was back in 2003-2004 timeframe.
We engaged Nuance to implement a speech IVR , at that point, it was a directed speech IVR and I worked closely for a long period of time with people at Nuance who were extremely helpful and dedicated to what they were doing, they took time to understand my business needs and the business itself.
They were very helpful and educating me in that whole world of speech IVR, and then a few years later, we migrated it over to a speak freely system, when we first went to speech, the experience was that we were able to increase our IVR handled percentage self-serve if you will considerably almost double.
Then when we went to speak freely, we were able to reduce transfers, it was like putting your IVR on steroids, we took it to a point where you had so many options, there were four categories of calls to identify what your real call drivers are and how you look at that, and we try to provide even more and more self-help to the customer so that you can reduce some costs.
But my experience with it has been phenomenal, we’ve been very happy with the products that we’ve deployed it from Nuance, and we’re always looking at the new and better ways to do things and Nuance is always there to help us and educate us in some cases that are available.
My new experience with Nuance has always been that, they’ve gotten engaged with us in terms of accomplishing something, they take the time to understand your business and understand your customer needs in terms of recommending Nuance, and typically I’m very delighted with a company.
I’m not usually a promoter, but in terms of dealing with Nuance, in many occasions, I have talked to colleagues and other people about the company and the products, and what we have deployed and how happy we are with it and the dedication of the staff at Nuance.
Absolutely I wouldn’t have any second thoughts about recommending Nuance, they get engaged with you in terms of understanding your business, your customers and your customer needs and and help you along the way working together with you, so you can focus on improving their experience and the customers’ experience, absolutely I will do that.