Contact centers can save millions of dollars annually by updating their existing touchtone or speech-based IVR system with a speech-enabled call routing solution such as Open Call Steering. By reducing misroute rates up to 50% and zero-outs by as much as 35%, Open Call Steering dramatically improves usage of self-service systems so that live agents can spend more time with the customers who need them.

With Open Call Steering, callers make such wide-ranging requests as "Yeah, I have a question about my statement," or "I'd, um, like to make a change to my, uh, account." From there, the pre-trained system determines what the caller wants to do and then uses that information to route the call to the correct destination -- whether a live agent or a self-service application. If the intent is ambiguous or requires further information before routing, the system asks the caller questions for clarification. The result is accurate, cost-effective call routing and automation from the very first point of contact with the customer.

Nuance has a track record of success in deploying successful call steering applications with demonstrable ROI and caller satisfaction.

• Reduce contact center costs
  Shorten call times, reduce the number of misrouted calls, and improve automation rates by connecting callers to destinations accurately and efficiently.
• Improve the caller experience
  Eliminate complex touchtone mazes by allowing callers to describe their needs in their own words and move directly to their destination.
• Ensure consistency
  Convey a consistent brand by consolidating multiple service numbers into a single access point so each customer shares the same caller experience.