Nuance Digital Engagement Platform

What do you like best?

The product design is very matured. It allows different level of integration on Web Site pages, Support different JS based libraries / frameworks for integration. It allows customers to choose in-page chat experience as well as external window chat. It provides secure way to communicate form application page to Nuance server. Nuance also support extensive integration with backend system to fetch customer data for agent viewing. It supports SAML integration.

What do you dislike?

Nuance javaScript libraries were still evolving and catching up with recent development in client side technology like sandboxed iFrames, Content Security Policies. Data collection for analytics and agent assistance was very inconsistent if the user navigates across sites with different subdomain or domain. It was customer responsibility to do extra coding for data passing to Nuance in a consistent manner. Nuance should make some enhance to allow iFrame / CORS / CSP on the page. This will boost the security advocate confidence. A standard ClientSide Web SDK would make implementation simpler.

Recommendations to others considering the product:

Try to avoid lot of plumbing work. More custom integration we add, more it becomes challenging to retain the customization. Website re-designed, technology stack refresh, products upgrade, browser specs changes like CSP / SRI makes it expensive to maintain and operate.

What problems are you solving with the product? What benefits have you realized?

We were looking to replace eGain chat with more advance chat application which should not only integrate with external apps like Apple Business Chat, also provide customer insight and user analytics to Agents and enable them to better serve the users.