Nuance buys automated customer service provider, iTa

Speech recognition vendor, Nuance Communications, has acquired automated customer service provider, Information Technologies Australia (iTa).

The strategic investment in broadening its delivery capability aims to help Nuance meet customer demand for comprehensive contact centre solutions. The deal combines Nuance’s market leading speech recognition technology, professional services and user interface design capabilities with iTa’s products and strong delivery capability in contact centre solutions.

iTa’s executive team will remain with Nuance to help continue growing the business. The combined organisation will be united under the Nuance brand as part of the global Nuance Enterprise Services line of business, which in addition to its expanded service portfolio, and will continue its current business model of supporting and developing existing partner relationships. “Our customers have been asking us to provide a broader range of products and services to help them satisfy growing expectations for dynamic, intuitive and multi-channel customer service,” Nuance managing director, Peter Chidiac, said. “By broadening our local delivery capability we are in an even better position to provide a total customer solution, blending self service and proactive outbound care with mobile applications and agent productivity.”

Nuance will increase its vertical industry reach and offer an expanded portfolio of system integration capabilities as a result of the acquisition, covering business consulting services, computer telephony integration products (CTI) and managed services. The business consulting team will help customers integrate the next generation of customer care technology, including mobile care and voice biometrics.

“We’re excited to bring iTa’s exceptional talent into the Nuance fold. iTa’s success has been built on a commitment to customer outcomes, technical innovation and a flexible and entrepreneurial approach. We will protect and nurture these special brand strengths,” iTa CEO, Nick Buckle, said. “The combined organisation will provide customers with access to unrivalled local resources in the Australia/New Zealand marketplace, with experience in designing and delivering automated customer interaction solutions.”

As a result of the acquisition, Nuance becomes one of the largest providers of customer interaction solutions in the Australian market.

Over the years, Nuance and iTa have delivered many of the high profile customer interaction projects in Australia and New Zealand including Telstra’s intelligent call routing system Centrelink’s voice biometrics system and Foxtel’s open speech and self service solution.

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