Nuance and MetroPCS together for new mobile care solution (USA)

www.WirelessFederation.com/news: Nuance Communications announced an agreement with MetroPCS Communications to launch an on-device self-service solution that enables customers to manage their mobile account directly on the handset, wherever and whenever by simply dialing 611.

Companies worldwide employ more than six million agents and spend more than $100 billion annually in customer care. In addition, estimates suggest that more than 200 billion calls are placed into customer service numbers around the world every year. Of those calls, an estimated one-third are placed from mobile phones, and that number is expected to grow to two-thirds before the end of the decade. Nuance stated that its Mobile Care solution can deliver effective care that exceeds customers’ expectations for cents-per-call compared to agent-assisted calls costing several dollars per call.

Mobile Care enables wireless subscribers the ability to automatically resolve common problems right on their mobile phone, such as making account inquiries, changing rate plans and paying bills.

“As the complexity of mobile handsets and services increases, it has put operators in a position to provide customer care in a way that is more cost effective and is aligned with customer expectations,” said Sheryl Kingstone, director, customer experience at Yankee Group. “The growth of on-device self service will help operators solve common problems directly on a user’s device without ever requiring the involvement of a live agent – providing a cost saving benefits for the operator and positive experience for the customer.”

“The adoption of Nuance Mobile Care by carriers and consumers has taken off and we at Nuance are tremendously excited to add MetroPCS as a key partner in delivering on-device self-service to their subscribers.” said Mikael Berner, Senior Vice President and General Manager, Nuance Enterprise Division. “Nuance Mobile Care highlights our commitment to save consumers time and money by providing companies with great self-service solutions.”

With expertise in both customer care and mobile technology, Nuance concluded that it is positioned to successfully deliver customer care applications for the handset. Nuance processes more than seven billion care interactions annually and the company’s software is embedded in more than 3.5 billion shipped handsets.

Nuance is a provider of speech, imaging and interaction solutions for businesses and consumers around the world.

For more information, please visit www.metropcs.com