Description: The article is about commerce bank login. The passage talks about how Nuance helped Commerce Bank to improve their self-service and touchtone applications. The author also shares the results that they’ve achieved to date from working with Nuance.
My name is Jason Markovich,I worked for Commerce bank and I am a line of business manager in the contact center,I have responsibilities over the operation of the context Center including the agents,it is the normal operation of the center.
Number one,one of the biggest things that we’re trying to accomplish is a superior customer satisfaction. We are starting to see more of our metrics moving away from the normal,we can see how quick we answer calls to customers,we’re looking to measure the experience of the customers.
We partnered with nuance a few years back to help understand our business,from a standpoint of the initial consultation that they went through with us,we were impressed with how nuanced went into our business,they learned how they could make it better for us.
We knew we get value from it but we didn’t know how much value we would get from it,it turned out that they helped us build a great self service application for our customers. We developed many things with nuances. Number one,we are able to identify what people are doing inside the IVR,we can drop out to an agent with a tag so we can see the failed points.
That was one of the things we developed. One of the big things was that we were able to personalize the experience. When customers called in,a lot of companies had a generic menu such as press one for this or two for that. With the help of nuance,we were able to pull back customer information and only give them the options that are pertinent to that specific customer.
If they didn’t have a savings account,they wouldn’t hear an option,this is what we want to do,I think can go a long way. We’ve seen some good result,we’ve seen our containment rates,we have different applications but we’ve seen some of our containment rates increase from five to ten percent.
What we’re seeing is the certain little tweaks to the existing applications even though we didn’t change it too much. For example,we added delays in there for people to respond. We increased delays,in one instance,by increasing the delay,we’ve seen roughly about a ten percent increase in our containment.
A little thing have proven to be huge. We have many vendors,we have vendors for our reader,we have vendors for workforce management,we have vendors for call recording,we typically have a lot of vendors. But there are only a certain few of them that we can claim to be true partners.
Nuance is definitely a great example of a true partner in our organization. They want to partner with us,they want us to be successful. Nuance has taken the game on our success as well as their success. We consider nuance a true partner.