Meet us at Upcoming Healthcare Events | Details

Main Menu
  • Home
  • Solutions

      Solutions

      Switchboard
      Contact Center
      Clinics
      Speech Attendant
      Log in
      Request a Demo

      Featured Solution

      Unlocking the Key to Health Equity in the Revenue Cycle

      In Revenue Cycle, people and technology are our greatest assets to eliminate health disparity and achieve health equity.

  • Industries
      Healthcare
      Enterprise
      Higher Education
      Log in
      Request a Demo

      Featured Customer Story

      Hendrick Health Improves Patient Experience

      Duane Donaway, Director of Technology at Hendrick Health, discusses the benefits of Parlance.

  • Resources
      Blog
      Media
      Publications
      Log in
      Request a Demo

      Featured Blog

      Put a Kaizen Lens on the Process of Answering the Phone in a Large Health System

      Learn how to reduce wasted labor and patient frustration as you transform your health system's voice channel.

  • About Us
      About Us
      Our Team
      Customer Stories
      Open Jobs
      Contact Us
      Log in
      Request a Demo

      Featured Team Member

      Joseph Maxwell, CEO

      We’re dedicated to helping you raise customer satisfaction. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

Log In
Request a Demo
Main Menu
  • Home
  • Solutions

      Solutions

      Switchboard
      Contact Center
      Clinics
      Speech Attendant
      Log in
      Request a Demo

      Featured Solution

      Unlocking the Key to Health Equity in the Revenue Cycle

      In Revenue Cycle, people and technology are our greatest assets to eliminate health disparity and achieve health equity.

  • Industries
      Healthcare
      Enterprise
      Higher Education
      Log in
      Request a Demo

      Featured Customer Story

      Hendrick Health Improves Patient Experience

      Duane Donaway, Director of Technology at Hendrick Health, discusses the benefits of Parlance.

  • Resources
      Blog
      Media
      Publications
      Log in
      Request a Demo

      Featured Blog

      Put a Kaizen Lens on the Process of Answering the Phone in a Large Health System

      Learn how to reduce wasted labor and patient frustration as you transform your health system's voice channel.

  • About Us
      About Us
      Our Team
      Customer Stories
      Open Jobs
      Contact Us
      Log in
      Request a Demo

      Featured Team Member

      Joseph Maxwell, CEO

      We’re dedicated to helping you raise customer satisfaction. Designing, implementing, managing, and optimizing the most caller-friendly experience possible is our primary focus. It’s all we do, and no one does it better.

Category Tags

  • agent experience
  • business optimization
  • call routing
  • IVA
  • IVR
  • managed service
  • patient experience
  • security
  • speech attendant
  • switchboard
  • technology
  • Videos
Picture of Mindy Garber
  • Picture of Mindy Garber Mindy Garber
3 min

Published on

  • 09 Dec 2020
Share via

Why Parlance Should Be Your First Choice When You Switch from Nuance SpeechAttendant®

Keys to Being a Successful Speech Application Provider

Since Nuance Speech Attendant reached end-of-life in 2022, Parlance has filled the gap, not only supporting but improving performance for the many organizations who needed an effective speech-enabled solution to automate call navigation.

To build a successful telephony-based speech application, an organization must follow the Deming Cycle for continuous improvement. This cycle goes as follows:

Plan

  • Design speech applications based on the problems that need to be solved and the goals that need to be reached
  • Understand who the users of the application will be and what they will be looking to accomplish
  • Gather the data required to satisfy users’ needs
  • Create a dialog with the application that will maximize success for the caller

Do

  • Build the applications
  • Create the applications following a design that optimizes caller participation and success
  • Enable the infrastructure to support the application

Check

  • Analyze caller success with the applications
  • Determine/verify the efficacy of the applications and help improve them
  • Support the applications for their life cycle

Act

  • Be proactive in maintaining a customer/partner relationship
  • Respond to changes in caller success
  • Provide recommendations for additional caller and agent benefits

Parlance completes this process for each and every customer because every customer is unique and has a different set of business requirements. Even health systems have drastic variations from one hospital to another. Our motto for hospitals is, “If you’ve seen one hospital…you’ve seen one hospital.”

Taking the time to analyze the issues, finding the areas where using speech for automation will be most effective, and looking for the data that will support the application when it’s in use, are only the beginning. “Doing” and “Checking, which include building and analyzing the application, are iterative. Caller behavior is the main indicator of your speech application’s success and is the main basis for making changes to optimize the application. Even in the age of machine learning, Parlance still listens to tens of thousands of caller utterances annually to help understand how our applications are working and to make recommendations for improvement. The best way to improve caller experience and achieve better business optimization with Parlance isn’t by taking the “set-it-and-forget-it” approach, since data, business, and caller needs are constantly changing. Contact centers in any industry must adapt to these changes to help both callers and the bottom line.

Finally, including customers as partners in development and optimization creates long-term, lasting relationships. You can never guarantee the absence of bugs or problems. The only thing you can guarantee is that when problems do arise, you will work to get them resolved. Your customers must have confidence that you will work quickly to resolve issues and always be there to assist for the life of the application.

About Parlance

For over 25 years, Parlance has been at the forefront of speech-enabled technologies, delivering our applications as a fully managed service. Our technology solutions accelerate access to care for over a thousand hospitals, clinics, higher education institutions, and Fortune 500 enterprises across the United States. Consumers easily connect to the people, information, and services they need, no matter the volume of demand. Parlance provides not only industry-leading technology, but a team of tenured experts who make your system work, take ownership of day-to-day performance, and guarantee ROI.
By Mindy Garber

Parlance Corporation
400 West Cummings Park, Suite 2000
Woburn, MA 01801

CONNECT WITH US

Linkedin-in

Phone: 888-700-6263

Support: [email protected]

SOLUTIONS

  • Switchboard
  • Contact Center
  • Clinics
  • Speech Attendant

INDUSTRIES

  • Healthcare
  • Higher Education
  • Enterprise

RESOURCES

  • Blogs
  • Media
  • Publications

ABOUT US

  • Why Parlance
  • Meet the Team
  • Careers

CONNECT WITH US

Linkedin-in

Phone: 888-700-6263

Support: [email protected]

Excellence Award 2022
HIPAA Vanta image

© Copyright 2025 Parlance

Privacy Policy
Security Policy