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Nuance Announces Winners of Achievement Awards for Speech Best Practice

  • 15 May, 2007 13:11

<p>Vodafone, AUSTAR, the Australian Taxation Office, Certegy, Standard Bank and Telia Sonera are honoured for their commitment
to customer service and customer care</p>
<p>Nuance Communications (Nasdaq: NUAN), a leading provider of speech and imaging solutions, announced the winners of its Achievement Awards. The awards recognise and honour best practice in speech technology deployment, as well as serving to illustrate the dramatic way in which speech technology can transform aspects of a business, or business process, leading to greatly improved business efficiencies or levels of customer service and customer care.</p>
<p>The categories and the winners of the 2007 Nuance Achievement Awards were announced as:</p>
<p>- The Best Repeat Performance and Commitment to Customer Experience Award was won by Vodafone Australia who has implemented five speech applications, including an Auto Attendant and Pre-Paid Customer Registration application named ‘Lara’, and continues to work towards a truly ‘branded experience’ for its customers using speech. Currently 96% to 98% of Vodafone’s customers recognise ‘Lara’ as a Vodafone brand.</p>
<p>- The Best Use of Technology Award was awarded to AUSTAR, Australia’s regional subscription television provider. AUSTAR’s innovative use of speech technology that incorporates all of Nuance’s core technologies – speech recognition, text to speech, voice verification and call steering – has enabled the organisation to offer a range of speech services, including taking movie orders without requiring agent or internet backup. The introduction of the “Box Office” application, combined with the subsequent deployment of Nuance Call Steering, resulted in a 50% reduction of incorrect call traffic to sales staff within the first month of deployment, with initial ROI being achieved in less than 12 months.</p>
<p>- The Achievement Award Asia Pacific was won by the Australian Taxation Office (ATO) for the implementation of a self-help system using speech recognition. ATO telephone clients are now using automated conversational language to order from a range of more than 400 paper-based publications, 24 hours a day, 7 days a week, enjoying an enhanced client experience and a reduced level of client dissatisfaction at times of high call demand.</p>
<p>- The Achievement Award America was won by Certegy; one of the global leaders in payment services for its implementation of three new speech applications: Check Pay By Phone, Authorizations and Check Customer Care. The Check Customer Care application alone resulted in estimated savings of $245k in five months.</p>
<p>- The Achievement Award South Africa and the Middle East was won by Standard Bank for demonstrating improvements in both customer care and agent efficiency. The Bank’s unique personalisation feature has improved customer care by providing a personal profile for each caller. The provision of speaker verification allows callers to identity and verify themselves, saving significant agent time. Over 15% of the customers adopted the speech application within the first month of deployment, with speech subscription overtaking mobile subscription within the first three weeks of deployment. The Nuance application provided Standard Bank with a transaction completion rate of over 90%.</p>
<p>- The Achievement Award Europe was won by Telia Sonera (Sweden) for demonstrating a 15% increase of customer identification using speech versus Dual-tone multi-frequency (DTMF), which has led to more efficient customer service. In the testing phase, the vast majority (over 80%) of customers expressed a preference for speech over DTMF.</p>
<p>- The Best Customer Experience Award was won by Vodafone Spain for delivering vastly improved customer satisfaction. Vodafone IVR takes 250 000+ calls a day on average, with 62% of the calls fully automated. Customer satisfaction increased with speech versus DTMF by 14 %, while satisfaction with speech versus agent increased by 8%.</p>
<p>Commenting on the 2007 award winners, Peter Chidiac, Regional Director - Asia Pacific &amp; Japan, Speech Solutions, Nuance Communications said, “Each year, the judging panel is amazed by the calibre of the entries and the speech applications they describe. Selecting this year’s winners was exceptionally difficult, with many outstanding entries presenting solid business cases supported by excellent results and findings.”</p>
<p>Nuance Communications, Inc.</p>
<p>Nuance is the leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance's proven applications and professional services. For more information, please visit http://australia.nuance.com/</p>
<p>###</p>
<p>Trademark reference: Nuance and the Nuance logo, are registered trademarks or trademarks of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other trademarks referenced herein are the property of their respective owners.</p>
<p>Media Contact:</p>
<p>Amanda Brown</p>
<p>Kinetics Pty Ltd</p>
<p>Ph: 07 5501 5722</p>
<p>Email: amanda@kinetics.com.au</p>

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