General Manager & Senior Vice President, Intelligent Engagement, Nuance Communications https://whatsnext.nuance.com/author/tony-lorentzen/ A blog featuring thought leadership, technology insights, and innovation news Wed, 12 Jun 2024 15:58:19 +0000 en-US hourly 1 https://wordpress.org/?v=6.5.5 Nuance at Customer Contact Week 2023: Make every customer engagement count https://whatsnext.nuance.com/customer-engagement/ai-innovations-at-customer-contact-week-2023/ Tue, 13 Jun 2023 12:00:00 +0000 https://whatsnext.nuance.com/?p=635278 […]

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Rethinking the agent experience, part 3: Remove the customer authentication burden https://whatsnext.nuance.com/customer-engagement/contact-center-ai/remove-burden-of-authentication-with-biometrics-3/ Wed, 07 Jun 2023 12:00:00 +0000 https://whatsnext.nuance.com/?p=635113 […]

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Rethinking the agent experience, part 2: Increase agent satisfaction https://whatsnext.nuance.com/customer-engagement/increase-agent-satisfaction-retention-with-ai-2/ Wed, 17 May 2023 12:00:00 +0000 https://whatsnext.nuance.com/?p=635105 […]

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Celebrating a decade of wins with the 2023 Stevie® Awards https://whatsnext.nuance.com/customer-engagement/celebrating-a-decade-of-wins-with-the-2023-stevie-awards/ Tue, 18 Apr 2023 12:00:00 +0000 https://whatsnext.nuance.com/?p=603246 […]

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Rethinking the agent experience, part 1: Boost agent efficiency https://whatsnext.nuance.com/customer-engagement/boost-agent-efficiency-with-the-right-tools-2/ Thu, 13 Apr 2023 12:00:00 +0000 https://whatsnext.nuance.com/?p=601295 […]

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Introducing Nuance Mix Builder that supercharges bot building with Azure OpenAI. https://whatsnext.nuance.com/customer-engagement/introducing-mix-builder-supercharging-bot-building/ Thu, 16 Mar 2023 12:55:00 +0000 https://whatsnext.nuance.com/?p=572243 […]

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Nuance is revolutionizing the contact center with GPT technology https://whatsnext.nuance.com/customer-engagement/gpt-powered-capability-nuance-contact-center/ Mon, 06 Mar 2023 13:55:00 +0000 https://whatsnext.nuance.com/?p=570807 […]

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Revisit your contact center strategy: 3 new ways to approach CX transformation https://whatsnext.nuance.com/customer-engagement/three-ways-to-transform-your-contact-center-strategy/ Wed, 11 Jan 2023 13:00:00 +0000 https://whatsnext.nuance.com/?p=521066 […]

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Customer engagement predictions 2023: Strategic priorities for CX leaders https://whatsnext.nuance.com/customer-engagement/three-customer-engagement-predictions-2023/ Tue, 03 Jan 2023 13:00:00 +0000 https://whatsnext.nuance.com/?p=524202 […]

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How conversational AI helps healthcare payors transform member engagement https://whatsnext.nuance.com/customer-engagement/conversational-ai-can-help-payors-transform-member-engagement/ Wed, 14 Dec 2022 13:00:00 +0000 https://whatsnext.nuance.com/?p=521058 […]

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The AI-powered contact center, part 4: Enhance contact center security with biometric authentication https://whatsnext.nuance.com/customer-engagement/nuance-microsoft-enhance-contact-center-security-biometric-authentication/ Tue, 30 Aug 2022 17:30:00 +0000 https://whatsnext.nuance.com/?p=433583 […]

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The AI-powered contact center, part 3: Build powerful conversational AI solutions https://whatsnext.nuance.com/customer-engagement/nuance-microsoft-conversational-ai-solutions/ Wed, 24 Aug 2022 17:30:00 +0000 https://whatsnext.nuance.com/?p=431535 […]

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The AI-powered contact center, part 2: Achieve superior self-service voice support https://whatsnext.nuance.com/customer-engagement/conversational-ivr-in-the-digital-contact-center/ Mon, 15 Aug 2022 16:00:00 +0000 https://whatsnext.nuance.com/?p=420998 […]

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The AI-powered contact center, part 1: Create engaging digital experiences https://whatsnext.nuance.com/customer-engagement/nuance-microsoft-contact-center-engaging-digital-experiences/ Mon, 08 Aug 2022 16:30:00 +0000 https://whatsnext.nuance.com/?p=414989 […]

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Introducing the Microsoft Digital Contact Center Platform: A comprehensive, flexible customer care solution https://whatsnext.nuance.com/customer-engagement/contact-center-ai/nuance-microsoft-digital-contact-center-platform/ Tue, 19 Jul 2022 15:00:00 +0000 https://whatsnext.nuance.com/?p=406918 […]

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The future of customer engagement is bright with Microsoft and Nuance https://whatsnext.nuance.com/customer-engagement/nuance-microsoft-future-of-customer-engagement/ Thu, 23 Jun 2022 16:30:00 +0000 https://whatsnext.nuance.com/?p=398852 […]

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The ROI of digital CX, part 3: How to build a business case for digital self-service https://whatsnext.nuance.com/customer-engagement/how-to-build-a-roi-case-for-digital-cx-self-service/ Wed, 15 Jun 2022 12:00:00 +0000 https://whatsnext.nuance.com/?p=394193 […]

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The ROI of digital CX, part 2: The true business impact of digital self-service https://whatsnext.nuance.com/customer-engagement/how-digital-self-service-improves-agent-experience-and-cx/ Wed, 01 Jun 2022 12:00:00 +0000 https://whatsnext.nuance.com/?p=394183 […]

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