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Nuance Gatekeeper IVR from Nuance Communications
Advanced IVR system with voice biometrics for secure authentication, natural language understanding, automated insurance inquiries, multi-language support, and integration with insurance core systems. Specializes in fraud prevention through voice authentication while providing self-service options for policy information, claims, and payments.
More about Nuance Communications
Product analysis by function
Interactive Voice Response (IVR) Systems for Customer Service
Automated phone systems that provide self-service options for policyholders and route calls based on customer needs and preferences.
More Interactive Voice Response (IVR) Systems
More Customer Service ...
Core Call Routing and Management
(4 Yes /4 Known /14 Possible features)
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Automatic Call Distribution Routes incoming calls to specific departments or agents based on predefined rules. |
No information available | |
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Skill-Based Routing Directs calls to agents based on their expertise relevant to the caller’s needs. |
No information available | |
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Call Queue Management Manages queues, allowing callers to wait when agents are busy. |
No information available | |
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Interactive Menu Navigation Provides a menu system via keypad or voice for customer self-selection. |
Core IVR provides interactive menus for callers. | |
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Call Transfer Capabilities Allows calls to be seamlessly transferred between agents or departments. |
IVR supports call transfer between agents/departments. | |
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Multi-Level IVR Menus Supports multiple hierarchical menu structures for complex routing. |
Marketing material cites multi-level, multi-language call flows. | |
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Emergency Call Escalation Automatically prioritizes and escalates emergency-related calls. |
No information available | |
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Simultaneous Call Handling The number of calls the system can process at the same time. |
No information available | |
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Maximum Queue Length The maximum number of callers that can wait in queue. |
No information available | |
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Average Call Routing Time Average time taken to route a call to the right destination. |
No information available | |
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Customizable Hold Music and Messages Lets organizations tailor hold music and informational messages. |
No information available | |
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Real-Time Queue Updates Callers are notified of their estimated wait time or position in queue. |
No information available | |
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Pre-Call Information Gathering Captures relevant details from callers before connecting to an agent. |
Voice biometrics gathers caller identity details pre-routing. | |
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Callback Request Option Allows customers to request a callback instead of waiting in queue. |
No information available |
Self-Service Functionalities
(6 Yes /6 Known /12 Possible features)
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Policy Information Access Enables callers to access their policy details automatically. |
Self-service menu lets callers hear policy information. | |
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Claim Filing Allows customers to initiate a claim via the phone menu system. |
Product advertises automated claim initiation through IVR. | |
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Payment Processing Enables premium payments via IVR using DTMF or voice. |
Payments can be made by voice or DTMF inside IVR. | |
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Policy Renewal Lets customers renew policies via automated steps. |
Renewal transactions supported in insurance-specific scripts. | |
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Update Contact Information Lets policyholders change their address, phone number, etc., through self-service. |
No information available | |
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Get Quotes Provides self-service quotes for insurance products. |
No information available | |
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Policy Document Delivery Enables callers to request and receive policy documents by email or SMS. |
No information available | |
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Claim Status Updates Allows customers to check the current status of their claims. |
Callers can request claim-status updates automatically. | |
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Account Authentication Verifies customer identity using PIN, policy number, or other methods. |
Voice biometrics used for secure account authentication. | |
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Premium Due Date Check Allows callers to check their next payment due date. |
No information available | |
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Premium Payment Reminder Automated reminders about upcoming premium payments. |
No information available | |
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Customizable Self-Service Scripts Administrators can update and configure self-service scripts. |
No information available |
Integration and Interoperability
(9 Yes /9 Known /10 Possible features)
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CRM Integration Seamlessly exchanges data with Customer Relationship Management systems. |
Nuance lists packaged CRM connectors & open APIs. | |
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Policy Management System Integration Interfaces directly with core insurance administration platforms. |
Marketing highlights integration with insurance core/policy systems. | |
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Claims Management System Integration Facilitates access to and update of claim records. |
Claims-system integration mentioned for real-time data look-ups. | |
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Payment Gateway Integration Supports connections to payment processing services for automated transactions. |
Payment gateway connectivity required for IVR card payments. | |
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Third-Party API Support Ability to integrate with external APIs for services like fraud detection, translation, etc. |
Open REST/SOAP APIs documented for third-party services. | |
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Telephony System Compatibility Connects with existing telephony infrastructure (SIP, VoIP, PSTN, etc.). |
Supports SIP & PSTN per product datasheet. | |
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Web Service Integration Can consume and expose web services for data exchange. |
Web-service consumption & exposure supported. | |
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CTI Integration Supports Computer Telephony Integration for enhanced agent productivity. |
CTI integration offered for agent desktop pop-ups. | |
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Single Sign-On (SSO) Supports user authentication via SSO for agents and admins. |
No information available | |
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Data Import/Export Capabilities Ability to move customer data in and out of the IVR system. |
Bulk data import/export described for reporting & tuning. |
Speech and Language Capabilities
(8 Yes /8 Known /10 Possible features)
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Multi-Language Support Can interact with callers in multiple languages. |
Platform supports 80+ languages. | |
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Speech Recognition Uses voice input to understand caller intent. |
Speech recognition is core to NLU engine. | |
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Text-to-Speech (TTS) Synthesizes voice responses from text dynamically. |
Dynamic TTS used for personalized prompts. | |
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Natural Language Processing (NLP) Interprets free-form speech using AI to offer more natural interactions. |
Natural-language understanding highlighted in product page. | |
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Accent Adaptation Recognizes and adjusts to regional accents and dialects. |
ASR models tuned for multiple accents & dialects. | |
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Voice Biometrics Authenticates users using their unique voiceprint. |
Voice biometrics is core differentiator (Gatekeeper). | |
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Speech-to-Text Conversion Speed How quickly spoken input is transcribed. |
No information available | |
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DTMF Input Support Accepts keypad inputs as alternative to speech. |
DTMF fallback supported for callers in noisy environments. | |
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Hearing Impaired Accessibility Provides options such as TTY or speech-to-text for accessibility. |
No information available | |
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Custom Pronunciation Dictionaries Allows customization of TTS for brand or industry terms. |
Allows custom pronunciation tables for brand terms. |
Security and Compliance
(8 Yes /8 Known /10 Possible features)
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PCI DSS Compliance Adheres to payment card industry standards for secure payment handling. |
Nuance advertises PCI-DSS certified payment capture flow. | |
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HIPAA Compliance Ensures privacy for health-related data in health insurance use cases. |
No information available | |
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GDPR Compliance Aligns with European data privacy rules and data subject request handling. |
EU deployments reference GDPR compliance. | |
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Data Encryption Encrypts data in transit and at rest. |
TLS & AES encryption in transit/at rest documented. | |
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Activity Logging & Audit Trails Maintains secure, searchable logs of all system activity. |
System logs & audit trail retained for compliance. | |
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Two-Factor Authentication for Admin Access Adds an extra layer of security for sensitive administrative controls. |
No information available | |
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Fraud Detection Alerts Monitors suspicious activity and issues alerts. |
Real-time fraud alerts when voiceprint mismatch occurs. | |
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Role-Based Access Control Restricts access to system features based on user roles. |
Role/permission model available in admin console. | |
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Call Recording Consent Prompts Automatically notifies and requests consent before recording calls. |
IVR plays consent prompt before any recording. | |
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Secure Storage of Call Recordings Ensures audio recordings are kept encrypted and tamper-proof. |
Encrypted storage for recordings noted in security whitepaper. |
Reporting and Analytics
(3 Yes /3 Known /11 Possible features)
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Real-Time Dashboards Displays live call volumes, wait times, and agent status. |
No information available | |
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Call Volume Reports Generates reports on overall call frequency, peak periods, and durations. |
No information available | |
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Abandonment Rate Tracking Monitors the percentage of calls dropped before resolution. |
No information available | |
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Self-Service Usage Metrics Tracks how often self-service functions are successfully completed. |
Analytics suite shows completion rates of self-service tasks. | |
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First Call Resolution Rate Monitors the proportion of issues resolved within a single call. |
No information available | |
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Agent Performance Reports Quantifies agent call handling metrics. |
No information available | |
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Custom Report Builder Ability to build custom analytics reports from call data. |
No information available | |
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Export Data Capability Allows report data to be exported for further analysis. |
Data exports supported in CSV & API formats. | |
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Survey/Feedback Collection Collects customer feedback via post-interaction surveys. |
No information available | |
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Average Handling Time (AHT) Tracks how long it takes to resolve an issue per call. |
No information available | |
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Call Recording and Archiving Supports recording and centralized storage of calls for quality analysis. |
Recording/archiving offered for QA & compliance. |
Scalability and Reliability
(8 Yes /8 Known /10 Possible features)
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High Available Architecture Redundant system design that minimizes downtime. |
Cloud architecture designed for high availability. | |
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Geo-Redundancy Data and services are mirrored across multiple locations. |
Data centers in multiple regions provide geo-redundancy. | |
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Disaster Recovery Capabilities Enables rapid recovery from failures. |
Documented disaster recovery RTO/RPO. | |
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Service Uptime SLA Guaranteed operational uptime supported by service-level agreements. |
No information available | |
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Concurrent Call Scalability Expands or contracts to handle varying call loads. |
Auto-scales concurrent calls in cloud deployment. | |
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Elastic Cloud-Based Deployment Supports scalable architecture in cloud environments. |
Elastic cloud option promoted by Nuance. | |
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Load Balancing Distributes traffic evenly to manage resource utilization. |
Built-in load balancing across media servers. | |
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Automatic Failover Seamlessly switches to backup systems if one fails. |
Automatic failover tested in reference architecture. | |
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Scheduled Maintenance Windows Defined downtime periods for preventive system maintenance. |
No information available | |
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Real-Time System Health Monitoring Continuously checks for hardware/software issues and system performance. |
Real-time health dashboards monitor service nodes. |
User Experience and Customization
(10 Yes /10 Known /10 Possible features)
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Customizable Voice Prompts Allows script, voice, and branding to be adjusted. |
Prompts fully customizable via design studio. | |
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Menu Personalization Based on Caller Profile Dynamically adapts menu options for returning customers. |
Uses caller profile to shorten menus for repeat callers. | |
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Sentiment Detection Detects customer sentiment and adapts responses or escalates as needed. |
Sentiment detection available through Nuance analytics. | |
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Context Reservation Across Channels Remembers customer intent and context when switching to live agents or digital channels. |
Context passed to live agent with CTI screen-pop. | |
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Branded Greeting and Messaging Presents insurer’s unique brand experience on every call. |
Supports branded greetings configured per insurer. | |
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Speech Rate and Tone Adjustment Enables modification of system voice speed and tone. |
TTS engine parameters allow rate/tone adjustment. | |
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Dynamic Menu Presentation Changes menu options based on current business needs or events. |
Menus can be changed dynamically (e.g., outage events). | |
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Accessibility for Visually Impaired Users Designs features to facilitate access by callers with vision impairments. |
Voice channel inherently accessible; TTS supports visually impaired. | |
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End-to-End Call Personalization Customizes every step of the customer journey via IVR. |
Personalization across the entire IVR journey supported. | |
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Short Message Service (SMS) Integration Follows up IVR calls with SMS confirmations or links. |
Can trigger SMS confirmations post-call. |
Administration and Configuration
(7 Yes /7 Known /10 Possible features)
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Web-Based Administration Portal Allows remote configuration and monitoring. |
Web portal for configuration & monitoring. | |
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Role-Based User Management Differentiates access and privileges for admins, supervisors, and agents. |
Admin UI supports role-based user management. | |
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Drag-and-Drop Menu Design Enables intuitive interface for updating call flows without code. |
Nuance Mix/Designer provides drag-and-drop call-flow design. | |
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Change Version Control Tracks and reverts configuration changes as needed. |
No information available | |
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Bulk Uploads/Edits of Menus Allows administrators to mass update menu options. |
No information available | |
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Integrated Knowledge Base Management Maintains up-to-date FAQs and templates for quick reference. |
No information available | |
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Scheduled Announcements Pre-programs informational statements for events or outages. |
Administrators can schedule announcements for storms, etc. | |
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Live Monitoring While in Production View and adjust settings without service interruptions. |
Settings can be adjusted while live per admin guide. | |
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Audit Trails for Administrative Actions Records all administrative actions for compliance and review. |
Audit logs capture every admin change. | |
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API-Based Configuration Provides automated configuration and provisioning via external systems. |
Configuration callable via REST APIs. |
Vendor Support and Service
(9 Yes /9 Known /10 Possible features)
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24/7 Customer Support Around-the-clock technical and operational support. |
Nuance offers 24×7 global support. | |
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Implementation and Training Services Support during initial setup and deployment, including staff training. |
Implementation & training services marketed. | |
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Dedicated Account Manager Single point of contact for ongoing relationship and escalations. |
Account managers assigned to enterprise clients. | |
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Multi-Channel Support (Phone, Email, Chat) Assistance available via multiple communication channels. |
Support available via phone, email & chat. | |
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User Community and Forums Access to shared knowledge and peer support. |
Online community/forums available for developers. | |
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Regular Product Updates Vendor commitment to new features, performance, and security improvements. |
Regular cloud updates noted in release cadence. | |
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Clear SLAs (Service Level Agreements) Transparency in service guarantees for uptime, response, and resolution times. |
SLAs for uptime & response documented. | |
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On-Site Support Availability Option for in-person service and troubleshooting. |
Enterprise contracts offer optional on-site support. | |
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Comprehensive Documentation Detailed manuals, guides, and help resources provided. |
Comprehensive developer & admin documentation. | |
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Customer Satisfaction Survey Scores Measures vendor’s effectiveness from existing clients. |
No information available |
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