The word on the street is that Nuance is buying the online virtual agent company VirtuOz for an undisclosed sum (see the TechCrunch article here). So what does this acquisition mean?
Let's start with Nuance. Nuance’s solutions help engage customers with what it terms “smart, automated conversations.” Its customer service solutions revolve primarily around the voice channel and support both inbound and outbound interactions. Nuance’s main building blocks focus on speech and touch-tone automation solutions, speech-enabled call-routing solutions, voice authentication, and outbound notifications. Recently, it launched Nina, a virtual assistant product targeted at the enterprise for mobile customer service. Again, Nina leverages much of Nuance’s core expertise in voice biometrics, speech recognition, text-to-speech rendering, and natural language understanding to empower customers to ask questions and receive relevant answers to questions like “Did my last check clear?” without tortuous back-and-forth conversations between the customer and the service organization.
What Nuance does not have is a complete customer service solution, being so focused on voice interactions. Specifically, Nuance lacks web self-service solutions to support the increasing popularity and usage of these digital channels. This is where VirtuOz comes in.