Accelerate your customer service upgrade with the Nuance IVR end of life
Do more than just replacing a legacy IVR
Kore.ai can replace your Nuance IVR and speech automation seamlessly while integrating with your existing CCaaS, CRM, telephony and backend systems. Kore.ai helps enterprises modernize voice automation, orchestrate end-to-end customer journeys and accelerate deployment with 200+ pre-built, production-ready templates.
Keep your contact center. Modernize the intelligence.
What changes
From IVR menus to resolved customer journeys
Legacy Nuance moves customers through fixed menus. Kore.ai agentic voice experiences understand the customer, maintain context, and take action across systems to help complete the journey.
| Legacy Nuance | Kore.ai agentic journeys |
|---|---|
| Menu-driven navigation and intent recognition | Natural, multi-turn conversations that understand what the customer needs |
| Predefined voice flows | Dynamic journeys that adapt to context, interruptions and changing intent |
| Authentication as a separate step before routing | Identity and fraud checks built into the customer journey itself |
| Rules-based call routing | AI-driven resolution with escalation when human expertise is needed |
| Point-to-point integrations | Orchestration across enterprise systems, data and workflows |
| Voice-only experiences | Connected journeys across voice and digital channels |
Why Kore.ai
Six reasons to turn migration into modernization
Reasons drawn from what teams tell us matters most during a Nuance migration.
Keep your contact center
Modernize voice without replacing the CCaaS, CRM, telephony and backend systems you already run. Integrate with platforms including Genesys, NICE, Five9, Salesforce, ServiceNow and Dynamics 365.
Resolve, not just route
AI agents understand intent, hold context and complete multi-step requests before they ever reach a live agent.
Start with proven use cases
Accelerate deployment with more than 200 pre-built workflows across financial services, healthcare and retail, so you configure instead of rebuilding every journey from scratch.
Maintain enterprise control
Combine AI-driven experiences with deterministic workflows, guardrails, audit trails and human oversight for complex, regulated interactions.
Built on Microsoft
Deploy on Microsoft Azure and connect into the Microsoft AI ecosystem, including Microsoft Foundry, while integrating with the enterprise systems you already use.
Modernize beyond voice
Automation extends across 27 channels, including chat, messaging, web and mobile, without rebuilding the workflow.
The opportunity
Do not replace yesterday's IVR with tomorrow's IVR
200+ pre-built workflows across financial services (117 use cases), healthcare (38+ payer, 40 provider) and retail (34 use cases).
*Results vary based on use case, integrations, deployment environment and existing customer experience.
Next step
Request your migration assessment
Tell us about your current Nuance setup. A Kore.ai specialist will assess your existing Nuance and contact center setup, identify priority IVR journeys and map a potential path to modernization.