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Optus' Customer Self-Service App from Nuance Wins with Industry Peers

Tuesday, June 5, 2012 8:00 AM


Nuance Communications, Inc. (NASDAQ: NUAN) today announced that Optus, an Australian leader in communications and digital services, was awarded by its peers with the Customer Experience Leadership Award at Nuance’s bi-annual Customer Experience Summit, held recently in San Francisco. Australia’s number two telecommunications provider received top billing with its My Optus mobile app, which uses Nuance Mobile Care to allow Optus’ prepaid and postpaid mobile subscribers to manage their accounts on-the-go.

The My Optus app, powered by Nuance Mobile Care, provides users with an easy, intuitive way to recharge their accounts, view their balance and usage, make payments and more - directly on their mobile device. My Optus also enables subscribers to use the integrated mobile chat capability or speak with a live agent in the event they are not able to resolve their inquiry via the app.

“The My Optus app is a testament to the value that mobile self-service brings consumers – from personalization to ease-of-use,” said Daniel Hong, lead analyst of customer experience and interaction for Ovum and one of the award judges. “Optus has done an exceptional job in creating an intuitive, user-friendly, integrated mobile app that enables its customers to easily manage their accounts via self-service and engage with agents when needed. We expect that the My Optus app will continue to evolve to meet the growing needs and expectations of customers.”

Austin R. Bryan, Director of Optus Digital Media said, “My Optus was designed to deliver the superior level of service our customers have come to expect from us. The growing uptake of this app, which integrates Nuance’s mobile care solution to give our customers complete digital access to their Optus services, validates the time and effort put into its development. We’re honored to win the worldwide Customer Experience Leadership award.”

“We are pleased that Optus was selected as the winner of the Customer Experience Leadership Award,” said Robert Gary, Vice President and General Manager, Mobile Care for Nuance. “Optus launched the My Optus app with the goal of giving its customers greater control when it comes to managing their accounts – simply, naturally and on their own terms. We applaud them for their on-going innovation and commitment to the customer experience.”

About the Nuance Enterprise Award Program

The Nuance Enterprise Award Program recognizes two organizations each year: the most innovative use of self-service technology and the leader in delivering exceptional customer experience. The awards are handed out in conjunction with Nuance’s Customer Experience Summit (CES), a bi-annual customer event focused on providing customer experience leaders a forum to learn from their peers about how to successfully plan, develop and execute on their multi-channel customer strategies. The judging panel is comprised of renowned customer experience experts and analysts.

About Nuance Communications, Inc.

Nuance Communications (NASDAQ: NUAN) is a leading provider of voice and language solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.

Trademark reference: Nuance, and the Nuance logo are trademarks, registered trademarks or brands of Nuance Communications, Inc. or its subsidiaries in the United States of America and other countries. All other companies or product names are the property of the respective owners.

(Source: Business Wire )
(Source: Quotemedia)

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