BURLINGTON, Mass., October 22, 2007 – Nuance Communications, Inc. (NASDAQ: NUAN) today announced the launch of Nuance Care Analytics, the industry’s first comprehensive solution for analyzing and improving the caller experience. Unlike products that simply collect and present data, Nuance Care Analytics provides detailed, actionable intelligence that companies can use to improve contact center automation and the overall customer experience.

Nuance Care Analytics enables organizations to leverage latent information in their contact centers and turn that information to their advantage. Nuance unveils underlying root causes and improvements by providing analytics on the end-to-end customer experience, including interactions with self-service, call routing, agent-customer conversations and post-call interaction feedback surveys. Nuance Care Analytics also includes interpretation of the results, recommended actions and assistance to customers with implementation and measurement of improvements.

“The analytics space is crowded with a broad variety of vendors delivering promises of easy tools for generic analytics,” said Lynda Kate Smith, vice president and general manager, Care business unit, Nuance. “In reality, these isolated tools simply highlight a problem – it’s still up to the contact center to interpret the resulting information and then implement actual recommendations for measurable improvements. To address the unmet need in the marketplace for a more comprehensive analytics solution, we’re offering Nuance Care Analytics to help call centers understand the caller experience and use that knowledge to address specific business problems, such as automation and customer satisfaction. Nuance Care Analytics strengthens our efforts to help companies better support, communicate with and understand their customers.”

Distributed as a services offering, Nuance Care Analytics offers a multi-dimensional approach to analytics with the Nuance Analytics Hub, a portfolio of tools that leverages data from multiple information sources within a coherent, comprehensive data structure. By pulling together disparate measurements and aggregating the data within a single view, Nuance Care Analytics ensures “no blind spots” for a more complete analysis of the overall customer experience. Without a multi-dimensional view, organizations run the risk of missing important data that should be measured, as well as a view of how various systems may interact within the contact center. Nuance Care Analytics can operate continuously on 100 percent of a customer’s data, or it can leverage appropriate snapshots of data for point-in-time analysis.

To generate this much-needed holistic view of the caller experience, the Nuance Analytics Hub is comprised of multiple analytics capabilities including, but not limited to, the following:

Application analytics: delivers visibility into what callers do and say within automated self-service and routing systems based on log analysis, customer segmentation data, and other data sources

Usability testing and assessment: ensures the entire caller experience supports the intended objectives

The Nuance Deployment Databank: enables clients to understand how their self-service tasks compare to others based on a benchmarking repository of application performance data from thousands of deployments of voice systems

Speech analytics: offers the ability to index and search audio recordings of caller/agent conversations and associated meta-data based on a partnership with Nexidia, the market-leading provider of solutions for speech analytics and rich media search (see today’s related announcement)

Customer feedback surveys: delivers post-call interaction feedback from the caller task to assess how user-generated opinions are being incorporated into application improvements

“Analytics is not a tool or a technology; it’s a process, a solution that requires people and expertise,” said Scott Taylor, general manager, business consulting, Nuance. “With analytics, you need people to analyze and interpret the results. The real value of Nuance Care Analytics is in aggregating the data from all of the available tools and using people to analyze the results and make recommendations. Nuance consultants, with many years of experience in contact centers, understand this domain and can weigh the data in the context of a specific business problem to interpret the information and make appropriate recommendations.”

About Nuance Communications, Inc.

Nuance is a leading provider of speech and imaging solutions for business 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. For more information, please visit www.nuance.com.

Nuance and the Nuance logo are trademarks or registered 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.