Overview

Nuance Communications, Inc. is the leading provider of voice and language solutions for the U.S. Federal Government, businesses, and consumers around the world. Its techniques, applications, and services make the user experience more compelling by transforming the way people interact with devices and systems. Every day, millions of users and thousands of agencies and businesses experience Nuance's proven applications. For more information, please visit www.nuance.com.

Healthcare

Federal Healthcare

  • Improving how the Department of Veteran Affairs, Military Health System, Indian Health Service, and other agencies capture, manage and use clinical data.
  • Healthcare costs represent a significant percentage of total agency budgets: Over 9 percent of the DoD's, over 38 percent of the VA's.
  • Survival means waging war against rising costs on two fronts: Quality care to reduce error and readmission, and appropriate billing to ensure equitable funding. Healthcare information access and management are critical to both.

Government agencies need solutions and services to:

  • Capture clinical documentation - accurately
  • Access accurate information - instantly
  • Manage health information - efficiently
  • Accelerate the revenue cycle - effectively

Nuance Healthcare provides:

  • Speech recognition solutions and services to document care better, faster, and more efficiently
  • Health information management (HIM) solutions and services to improve clinical documentation, chart completion and regulatory compliance
  • Revenue cycle solutions and services to ensure accurate billing for equitable funding

Dragon Professional

News

Nuance Announces New Dragon® Law Enforcement Solution | October 13, 2016
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Thriving in an Era of Legal Automation | February 20, 2019
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Why Better Documentation Can Help Improve Financial Compliance | February 5, 2019
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Resources

Dragon Law Enforcement—make incident reporting faster, safer and more efficient.
Provide patrol officers, agents, and other law enforcement professionals with a faster, safer and more efficient way to create incident reports and perform other essential tasks—all by voice—with the Nuance® Dragon® Law Enforcement speech recognition solution.

Nuance® Open License Program
The Nuance Open License Program (OLP) is a convenient, easy-to-use volume purchasing program designed to help enterprise customers maximize their savings potential, while being easier to track and understand. This licensing program is available for Dragon® Group editions and makes it easy for customers to purchase Dragon products from Nuance.

Nuance® PowerMic III
The Nuance® PowerMic IIII is a handheld microphone featuring simplified, thumb-control operation (for dictating, editing, navigating, and reviewing documents using speech recognition), programmable buttons, and integrated mouse functionality. It is ideal for professionals who are looking for new levels of dictation speed, ease-of-use and productivity.

Nuance® Management Center
Designed for corporate deployments of Dragon speech recognition solutions, Nuance Management Center provides powerful, yet easy-to-use central user administration capabilities that allow organizations to enable and manage these solutions across multiple users.

Nuance® Dragon Law Enforcement
Employees in law enforcement agencies are becoming overwhelmed with being highly dependent on frequent documentation tasks such as field incident reporting. This is a critical business function that must meet specific criteria for accuracy, timeliness, and regulatory compliance.

To download the resources, please click here.

Citizen Engagement

  • Press Release - Impact Study of Nuance Security Suite Finds Fortune 100 Bank Saved $24M in Fraud Reduction and Operational Costs

    BURLINGTON, Mass., – July 23, 2018Nuance Communications, Inc. today released a new commissioned Forrester Consulting study quantifying the Total Economic Impact and benefits of the Nuance Security Suite solution, which enables organizations to authenticate consumers and prevent fraud through state-of-the-art biometric technology. Forrester found a Fortune 100 multinational bank saved $24M over three years due to avoided fraud incidents and operational savings as a result of deploying the solution.


    Confronted with massive risk of fraud today, companies must impose tough security measures to protect customers' accounts and personal information. In many cases, however, this can come at the expense of the customer experience. Biometrics allows not only for improved security and fraud prevention but does so while simplifying and improving the process for the customer by allowing them to opt into programs that enable authentication through their voice, face, fingerprint and behavioral traits. Nuance’s Security Suite provides this kind of streamlined authentication across channels – from traditional phone-based contact centers to mobile and the web – using hundreds of data points to confirm the individual contacting the company is who they say they are.


    “We have seen the dramatic impact a move to biometrics-based authentication and fraud prevention brings organizations, especially when comparing those initiatives to the historic password, PIN and knowledge-based programs that are behind so many massive breaches and cause headaches for customers,” said Brett Beranek, general manager of the security business for Nuance Enterprise Division. “This study quantifies that experience and spotlights the real ROI deployment brings both from a savings and customer satisfaction perspective.”


    To better understand the benefits, costs and risks associated with this investment, Forrester interviewed the global head of contact center operations for the Fortune 100 multinational bank and analyzed aggregated data. They found the deployment of Nuance’s Security Suite:

    • Drove savings due to avoided fraud incidents by $17,905,334 and reduced operational costs for agent-fronted contact centers by $2,487,320
    • Reduced operational costs due to avoided authentication failures in the interactive voice response (IVR) system by $2,213,848 and due to calls contained in the IVR by $1,707,825
    • Improved job satisfaction for customer service representatives, increased sales conversion rates and deterred fraudulent attacks
    • Resulted in a 191% return on investment (ROI)

    Download a copy of the Forrester Total Economic Impact study here and learn more about Nuance’s Security Suite here.

Citizens are consumers, and they expect a much higher level of service than ever before. The services provided by government agencies are critical. That's why it's so important to provide them with quick, simple and secure ways to obtain information and resources across all contact channels.

For more than 20 years, Nuance has delivered intelligent contact center solutions and automated communications to government agencies. From pensions and transportation services to citizen engagement and public security, Nuance solutions can help your agency provide the highest level of service with a ROI that will meet the public scrutiny placed on your budgets.

Conversational IVR solutions can reduce agent call volume through self-service options while efficiently routing calls to the right agencies in your 311 contact center. Virtual assistants, combined with live chat, can navigate website users directly to the information and resources they need and provides answers quickly and easily. Outbound messages and alerts can notify the public via voice, text or email to keep your community safe and informed. Nuance Biometrics can improve security by staying one more step ahead of fraudsters. All while reducing the costs to serve.

Adapt your IVR - fast and efficiently.

Achieve key metrics with a Conversational IVR.

Natural Language Call Routing

Shift callers between channels. Seamlessly.

Recognizing the power of speech.

Vocalizer 7 language and voice availability.

Natural Language Call Steering

Nuance Care Solutions : Nuance Vocalizer Studio

Contracts

SEWP Contracts

SEWP V

Contract Number: Group A Small: NNG15SC03B Group D Other Than Small: NNG15SC27B Term: May 1, 2015 - April 30, 2020


State & Local Contracts

Orange County National IPA Co-Op

Through May 31, 2019 (with 2 option years)

Texas DIR-TSO-4288

Texas DIR Contract: DIR-TSO-4288 Contract Period: Through February 21, 2021 (with 2 option years)


Events

Archived Events

News

Latest News

First-of-its-kind AI Innovation from Nuance Automatically Builds Domain-specific Conversation Maps from Existing Contact Center Chat Logs
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Carahsoft Technology Corp., The Trusted Government IT Solutions Provider™, today announced that it has been named the Portfolio Coverage Partner by Nuance Communications, Inc.
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BURLINGTON, Mass. – October 13, 2016 – Nuance Communications, Inc. (NASDAQ: NUAN) today announced Nuance® Dragon® Law Enforcement – its first professional productivity solution designed ...
READ MORE >

Resources

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Datasheet

Nuance IVR to Digital is an innovative solution for contact centers that optimizes the IVR experience by helping targeted callers move to a digital experience using live chat or virtual assistants.

Engaging the customer in their moment of need One of the key tactics to reduce online abandonment is to ensure that it is easy and convenient to contact a live chat agent. By evaluating the visitor behavior in the digital channel, we can engage with the customer in their moment of need.

Mobile phones are constantly becoming smarter and easier to use, which helps consumers simplify their lives tremendously. Tasks can be completed in their moment-ofneed without wait times, technology hurdles or limitations.

Your customers want proactive outreach from your business. In fact, 85% of consumers are interested in receiving proactive notifications.1 And an astounding 90% of consumers say they are more likely to do business with a company that sends them reminders.

Make life easy for customers and tough for fraudsters Nuance Security Suite enables easy and secure authentication by identifying a person based on their human traits; like their voice, fingerprints, face or even how they use their devices. The problem with PINs, passwords and knowledge-bas...

Consumers today place a high value on speed and convenience, becoming increasingly comfortable with artificially intelligent selfservice to answer questions and solve problems. More human-like, conversational customer care increases self-service, helps differentiate brands, and improves cust...

Make life easy for customers and tough for fraudsters Nuance Security Suite enables easy and secure authentication by identifying a person based on their human traits; like their voice, fingerprints, face or even how they use their devices.

Criminals love contact center agents because they are trained to be helpful. This makes contact centers an attractive target for fraudsters who can leverage the abundant information available on social networks.

Delivering a great customer experience has become an obsession as enterprises seek to differentiate customer service and build brand loyalty. More and more contact centers are investing in cutting edge technologies that offer optimized service and reduce consumer effort.

Are you maximizing the investments made in your IVR? Do you know where improvement opportunities lie? A data-driven understanding of IVR application performance is essential to achieving Key Performance Indicator (KPI) goals and maximizing return on your investment.