Nuance Communications, a leading American software developer, unveiled today a new application for mobile phones, called Nuance Mobile Care. This new software product will allow users to pay their bills, check their balance and perform various other tasks directly from the screen of their handsets - only by calling the care number of their mobile services provider.
Nuance said that it has already singed an agreement with a North American carrier, which will use Nuance Mobile Care in its handsets, but the name of the carrier was not disclosed (it should be an important one though - maybe AT&T, Verizon or Sprint).
According to Nuance, over 250 million customer care calls are made, monthly, by US mobile subscribers who wait around three minutes (on average) in order to speak with an agent. With Nuance Mobile Care, users will enjoy an improved customer care experience, with quick access and personalized features.
"Nuance is first introducing the powerful Nuance Mobile Care framework for mobile service providers worldwide. What's so captivating about this solution is that consumers love the experience. Rather than hoping to avoid calling customer care, we've found people prefer to access their account information via Mobile Care, preferring it over Web, touchtone or WAP service. Nuance Mobile Care is the latest milestone in our mission to serve the world's consumers and transform customer care as we know it," stated Mikael Berner, vice president and general manager at Nuance On-Demand.
Ken Landoline, program manager, Customer-Centric Strategies at Yankee Group, also said, "In the past, motivated by the high cost of live agent customer care, carriers have attempted to find a way to improve self-service for the Anywhere Consumer through mobile Web and WAP solutions. The solutions were hard to locate on the mobile handset and the interfaces left a lot to be desired. The resulting low usage levels did not translate into carrier savings. The Nuance announcement describes a solution that improves the customer experience, cuts the cost of providing service and drives incremental carrier revenues. This can be a win/win situation for everyone."
Nuance did not say when the new mobile software would be available for consumers, but it shouldn't take too long until this happens.
Find us on Google+
No user comments yet.
Be the first to express your opinion!
