ScanSoft Expands SpeechPAKs Portfolio to Address the Growing Demand for Secure Transactions

ScanSoft Leverages Vocent DecisionMaker to Accelerate the Deployment of Speaker Verification Applications to Secure Call Center Operations

Peabody, MA - March 23, 2004 - ScanSoft, Inc. (Nasdaq: SSFT), the leading supplier of speech and imaging solutions, today introduced two new SpeechPAK™ offerings for secure, automated information access featuring ScanSoft's SpeechSecure™ speaker verification software. The Password Reset SpeechPAK and the Caller Authentication SpeechPAK provide call centers and help desks with added security while lowering operational costs. Both applications were developed by Vocent Solutions Inc. and meet the stringent SpeechPAK design criteria using SpeechWorks® core technologies.

Concerns about identity theft, telephone fraud and consumer privacy are driving the demand for greater security within call centers. In addition, privacy concerns related to offshore outsourcing of call center operations are increasing the need for fully-automated self service solutions. Authenticating a caller's identity is fast becoming mandated across a variety of industries, including healthcare and financial services, where the need to safeguard personal information, such as patient records or financial accounts, is paramount. ScanSoft's SpeechSecure speaker verification software uses patented voice biometric technology to verify a caller's identity based on the vocal pattern characteristics that are unique to each individual. SpeechSecure verifies if a caller is authorized to access desired information by comparing a caller's utterance with the reference voiceprint model associated with the claimed account.

"We are pleased that ScanSoft has chosen Vocent's market-leading solutions for the launch of its speaker verification SpeechPAKs," said Chuck Buffum, President & CEO of Vocent. "Choosing an open, standards-based approach for caller authentication and password reset gives enterprises the greatest performance and flexibility. ScanSoft has demonstrated its leadership and commitment to open speech deployments by selecting Vocent to provide these packaged applications."

Password Reset SpeechPAK

Using speech recognition and speaker verification software, Password Reset SpeechPAK lets users securely reset their passwords using any telephone, anytime. According to recent data from Gartner, password resets account for 15 to 35 percent of all calls to large IT help desks, with a typical cost per call ranging from $10 to $31. Using caller authentication to automate this process results in the highest possible automation rates and improved IT security. The Password Reset SpeechPAK is available with adapters to connect with nearly any enterprise system, and is a perfect complement to an identity management system that features web-based password resets. The Password Reset SpeechPAK is currently being deployed for a major hospitality industry customer.

Caller Authentication SpeechPAK

Caller Authentication SpeechPAK uses speech recognition and speaker verification to make it easy for callers to be quickly identified and verified, allowing them to complete their transactions without needing to remember a PIN number. By automating the authentication process, call centers can reduce agent handle times and increase IVR containment. The packaged application gives large enterprises a tactical way of combating identity theft and fraud, thereby lowering costs and improving customer satisfaction.

"Automated caller authentication using biometric speaker verification technology provides robust call center security while driving down agent costs and improving the caller experience. These new SpeechPAKs provide these benefits in a packaged solution, speeding up deployment and lowering the overall solution price," said Steve Chambers, President of SpeechWorks, a division of ScanSoft. "We're excited to take advantage of Vocent's speaker verification application expertise to provide our customers with a field-proven security application."

Industry Leading Speech Technology and Best Practices in Application Design SpeechPAKs combine standards-based, SpeechWorks® speech technology and best practices in user interface design to help organizations rapidly deploy speech applications that result in the highest levels of automation rates and caller satisfaction. Password Reset SpeechPAK and the Caller Authentication SpeechPAK incorporate Vocent DecisionMaker software to accurately process multiple factors, such as voiceprint and customer knowledge to quickly and securely automate the authentication of callers.

Pricing and Availability

Password Reset SpeechPAK and the Caller Authentication SpeechPAK are available worldwide from ScanSoft on a variety of industry-leading, VoiceXML 2.0 platforms. Customers can engage either Vocent or ScanSoft for further customization of their application. For additional information contact your local ScanSoft representative.

About SpeechWorks Solutions from ScanSoft

SpeechWorks® Solutions from ScanSoft comprise network and embedded speech solutions, including natural language speech recognition, text-to-speech (TTS) and speaker verification solutions, as well as auto-attendant, directory assistance, turnkey vertical industry applications and other speech components. SpeechWorks solutions from ScanSoft help organizations redefine the way they exchange vital information with customers and employees over the telephone, and are used within automotive and embedded applications, including navigation systems, computer games, mobile devices, talking dictionaries, ATMs, applications for the visually impaired, and consumer electronic devices. For information, please visit www.scansoft.com/speech.

About ScanSoft, Inc.

ScanSoft, Inc. (Nasdaq: SSFT) is the leading supplier of speech and imaging solutions that are used to automate a wide range of manual processes - saving time, increasing worker productivity and improving customer service. For more information regarding ScanSoft products and technologies, please visit www.ScanSoft.com.

ScanSoft and the ScanSoft logo are trademarks or registered trademarks of ScanSoft, Inc. in the United States and other countries. SpeechWorks, SpeechPAK, and SpeechSecure are trademarks or registered trademarks of SpeechWorks International, Inc. in the United States and other countries. All other company name or product names may be the trademarks of their respective owners.

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