A new report from Forrester Research is singing the praises of conversational AI specialist Nuance Communications.
Titled “The Forrester New Wave: Digital-First Customer Service Solutions, Q2 2020”, the report distinguishes Nuance with a “differentiated” score in the categories of Chatbots, Routing and Queuing, Market Approach and Vision. The company is also lauded for its professional services, global reach, and strong partner relationships, among other qualities.
In a statement highlighting the Forrester praise, Nuance VP and Enterprise Division GM Robert Weideman suggested that automation, together with a “digital-first” approach, has been key to the company’s success.
“Digital-first is important but without the best conversational AI automation it does not scale,” he said. “Automation ensures the best levels of customer satisfaction, reduced costs and increased revenue. Nuance is unique in having believed in this combination for over a decade, providing us with the technology, experience and global reach to best serve our customers.”
Weideman added that Nuance’s “over $500M in revenues and consistent profitability” are also important in securing its leading position.
Forrester’s praise comes after the market research firm’s report from last year, “The Forrester New Wave: Conversational AI for Customer Service, Q2 2019”, praised Nuance for “outstripping its rivals with leading conversational AI for chatbots”.