NETTING IT OUT

Nina Web is the virtual assisted-service offering for the web from Nuance Communications, Inc., a publicly owned supplier founded in 1994 and based in Burlington, MA USA.  Nina Web complements Nina Mobile, Nuance’s virtual assisted-service offering for mobile devices, and Nina IVR, Nuance’s virtual assisted-service offering for telephone contact centers. Nina Web answers questions that customers type into text boxes on web browsers.

Organizations purchase subscription licenses for cloud deployment of Nina Web. To date, Nuance claims that approximately 30 customer organizations have licensed it.

Nina Web receives a good report card. The product earns Exceeds-Requirements grades in Analysis and Matching, Analytic Functionality, and Company Viability, and earns Meets-Requirements Grades in Answers and Product Viability. Nina Web gets a grade of Needs-Improvement in Customer Service Integration; Nuance plans to make improvements in a future version.

Use Nina Web to deploy virtual agents on web browsers to answer customers’ typed or tapped questions directly or through multi-step, conditional dialogs. Customers can ask questions in any of seven languages, including Chinese and Japanese as well as English and Western European languages. Virtual agents deliver answers in the language of the questions and can integrate data from external applications into their answers.

We recommend that large B2C organizations in Asia, North and South America, Western Europe, and the Pacific consider using Nina Web to add web-based virtual assisted-service to their customer service application portfolio. Any of the thousands of businesses that have already deployed Nina IVR or Nina Mobile should especially consider leveraging these technology investments by adding Nina Web. Nina Web’s virtual agents deliver answers with very flexible content and interaction style, ranging from simple text, images, and links, to web pages, to conditional dialogs, to performing tasks that access external applications and data.

Answer Customers’ Questions and Solve Customers’ Problems

Customer service products help organizations deliver answers to their customers’ questions and solutions to their problems through their case management, knowledge management, search, account management, and social network management capabilities, capabilities that support self-service, assisted-service, and social-service channels. These products help answer and solve...(more)

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