Nuance Communications is set to acquire Varolii, a provider of cloud-based outbound customer engagement solutions.
The company did not share financial details of the acquisition.
Large enterprises use the Varolii platform to manage outbound customer service communications via automated phone, email and text messages.
Nuance says the combination of Varolii and Nuance will create a comprehensive cloud-based solution that brings together the best of inbound and outbound customer service, resulting in a complete, scalable, secure and cost-effective platform.
Nuance’s customer service solutions support companies such as AT&T, Barclay’s Wealth & Investment Management, FedEx, Geico, Telstra, T-Mobile, USAA and others.
Nuance’s customer service solutions, which are available across voice, mobile and Web channels, process more than 12 billion customer interactions each year across more than 6,500 organizations including 75 percent of the Fortune 100.
The combination of Nuance’s world-class customer service solutions and Varolii’s Customer Engagement Cloud will accelerate Nuance’s strategy to transform the customer service experience through conversations that are engaging, personalized and proactive.
Varolii also extend Nuance’s position in cloud-based customer service through the addition of over 400 deployments with enterprise organizations, many of which have implemented complementary solutions from Nuance, including Alaska Airlines, Southern California Edison, SunTrust, and Time Warner Cable.
Robert Weideman, executive vice president and general manager, Nuance Enterprise Division, said: “The combination of Nuance and Varolii not only represents the best of inbound customer service with the best in outbound customer communications, but the opportunity to deliver automated yet natural conversations with customers that are more compelling and effective.”
Meanwhile, Nuance Communications announced the availability of the Dragon Drive-powered Mercedes News App in Mercedes-Benz vehicles, allowing drivers to listen to articles from a number of different news channels while keeping the hands on the wheel and the eyes on the road. The Mercedes-Benz’s News App is a part of the COMAND Online connected in-car system
