Worldline receives "2018 Best Partner" award from Nuance for its omnichannel contact solution

This award rewards Worldline's integration work within a single solution, WL Contact, dedicated to omnichannel contact challenges in call centers and branches.

2018, which was synonymous with a very strong growth for WL Contact both in France and internationally, has helped reinforce the technological partnership between Worldline and Nuance. The two market leaders have found the synergies needed to deliver innovative omnichannel contact center solutions for major strategic accounts.

This close collaboration manifested itself through innovative projects in terms of contact channels (voice, e-mail, SMS, social media and videoconferencing), features and Artificial Intelligence for two major French banks. Thanks to Nuance, whose expertise and voice recognition solutions (natural language and voice biometrics, strong authentication and speech-to-text) helped support and secure the proper handling of business challenges, the deployed WL Contact solution is state-of-the-art and future-proof.

The use of Artificial Intelligence enables contact centers to automate certain tasks, which means agents can focus on activities with higher value added in order to improve customer satisfaction. This generates productivity gains for companies and more comfort for agents in centers and branches.

In addition, AI allows for dynamic call distribution through the IVR system that customizes callers’ welcome messages in real time and automatically directs them to the agent most capable of meeting their request. The solution also makes the customer autonomous with regard to certain management actions and enables them to access support information such as the status of their account and the updating of their personal data. Emotion recognition via speech-to-text and Nuance’s intent engine provides a bespoke customer experience.

Scott Wickware, VP, Entreprise EMEA, Nuance Communications: "As a market leader in customer engagement solutions based on artificial intelligence, Nuance works with strategic partners to make its solutions available for as many companies as possible, provide omnichannel solutions, and meet the evolving needs of today’s modern companies. We are pleased to recognize Worldline as our partner of the year for France. Worldline’s team has promoted the Call Steering, voice biometrics and digital engagement solutions in an outstanding way. Together, we have provided many organizations in France and abroad with a powerful AI solution."

David Barlet, Head of Contact Center Solutions, Worldline: "I am very proud of the work done by Worldline’s and Nuance’s teams, which enables us to offer the most innovative Customer Contact solution on the market, one that can adjust to all the challenges that companies are currently facing. This "Best Partner" award is a perfect illustration of our special relationship and our mutual ambition to support new French and international clients through the digital transformation of the omnichannel customer relationship."

Pascal Mauzé, Head of Sales and Marketing, Worldline: "This award reinforces Worldline's will to work closely with its partners to provide its customers with global solutions that capitalize on the best each party has to offer in terms of business and technological expertise."

About Worldline

Worldline [Euronext: WLN] is the European leader in the payment and transactional services industry. With innovation at the core of its DNA, Worldline’s core offerings include pan-European and domestic Commercial Acquiring for physical or online businesses, secured payment transaction processing for banks and financial institutions, as well as transactional services in e-Ticketing and for local and central public agencies. Thanks to a presence in 30+ countries, Worldline is the payment partner of choice for merchants, banks, public transport operators, government agencies and industrial companies, delivering cutting-edge digital services. Worldline’s activities are organized around three axes: Merchant Services, Financial Services including equensWorldline and Mobility & e-Transactional Services. Worldline employs circa 11,000 people worldwide, with estimated pro forma revenue of circa 2.3 billion euros on a yearly basis. worldline.com.

About Nuance Communications Inc.

Nuance Communications, Inc. (NASDAQ: NUAN) is the pioneer and leader in conversational AI innovations that bring intelligence to everyday work and life. The company delivers solutions that understand, analyze and respond to human language to increase productivity and amplify human intelligence. With decades of domain and artificial intelligence expertise, Nuance works with thousands of organizations – in global industries that include healthcare, telecommunications, automotive, financial services, and retail – to create stronger relationships and better experiences for their customers and workforce. For more information, please visit www.nuance.com.

Press contact

Anne-Sophie Gentil
asgentil@kairosconsulting.fr