MarTech Minute: Nuance’s AI-powered call center solution, Builder’s ecommerce apps for SMBs

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YOUR CALL IS IMPORTANT TO US. Nuance Communications has launched a Voice-to-Agent solution for contact centers that helps companies avoid putting customers on hold. The AI-powered tool, which is part of Nuance’s IVR-to-Digital product suite, allows customers to record a message that is transcribed in real-time to text and then, using natural language capabilities, routed to the best agent. The solution is also capable of providing agents with relevant responses and will automatically send a personalized SMS response to the customer.

Why we care: Customer call centers are experiencing significantly heightened call volumes right now as businesses enforce social distancing safety protections. Being able to transcribe a customer inquiry and route it to the best possible customer service representative not only greatly improves the customer experience, it maximizes the time and effort of enterprise customer service teams that are already stretched thin.

CAN I GET AN APP WITH THAT? Builder is giving SMBs a quick path to digital transformation with the release of Studio Store, a pre-packaged set of ecommerce and delivery apps. The apps are geared toward smaller retailers such as flower shops, grocery stores and clothiers, with features that can handle the “soup to nuts” needs of most ecommerce businesses. The first three months of access to Studio Store is free of charge, and then $500 per month after that (Builder doesn’t take a cut of sales or transactional fees).

Why we care: Small consumer-focused businesses are having to pivot at breakneck speeds to survive current economic conditions. Any platform that allows a company to get their ecommerce efforts up and running in a short period of time, without a set-up fee, could make all the difference for an SMB short on time, money and technical resources. The only catch here: Can this suite of apps actually do all it promises to do?

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