Last Friday evening, I had the pleasure of attending the 2014 Stevie® Awards for Sales and Customer Service ceremony in Las Vegas and was able to meet customer service and sales leaders across a number of industries. Everyone I spoke with at the event agreed that there’s a need to change how we approach customer experiences when it comes to technology. Our goal at Nuance is to reinvent that experience by creating a more human conversation. As the night went on, it was validating and a great honor to be selected as a winner in four categories from more than 1,500 companies nominated.
Among the accolades given to Nuance, we were elated to take home the Gold Stevie Award for Innovation in Customer Service for the voice biometrics deployment with Barclays. Nuance’s voice biometrics solution was honored for creating a more convenient customer service experience, by allowing customers to simply have natural conversations with Barclays agents, as opposed to answering repeated security prompts and questions – validating our belief in the impact that this form of authentication has on security and customer convenience. This easy and seamless experience eliminates the need for passwords, PINs, and security questions and instead allows customer service agents to engage with customers in a personalized conversation right at the beginning of each call. For additional insight into our partnership with Barclays, take a look at this video.
Nina also hit a home run at the Stevies and was selected as a winner in three categories for transforming the customer experience. Nina is our intelligent virtual assistant, working for some of today’s largest brands to deliver mobile and web customer service via a human-like conversational interface. I was pleased to accept multiple awards for Nina, including a Silver for Customer Service Solutions Technology Partner of the Year; Bronze for Best Use of Technology in partnership with Coca-Cola’s Web virtual assistant, powered by Nina Web; and Silver for Innovation in Customer Service for the USAA mobile app, powered by Nina Mobile.
We want to extend a thank you to the Stevie Award organizers and the 260 executives from around the world who participated in the judging process for recognizing Nuance as a leader in the industry. More details about the Stevie Awards for Sales & Customer Service and the full list of Stevie winners in all categories are available at www.StevieAwards.com/sales. For more information about Nina, click here and for more information about our voice biometrics solution, click here.