Nuance Delivers Enhancements to Telstra ‘One Number, One Voice’

Enhanced Speech Recognition System Improves Contact Centre Performance

Sydney, Australia – March 29, 2010 – Nuance Communications, Inc. (Nasdaq: NUAN), today announced enhancements to Telstra’s customer contact centre Interactive Voice Recognition (IVR) service, One Number, One Voice. The service, which uses Nuance Recognizer v9, and handles over 2 million calls per month, is designed to identify Telstra’s Consumer & Small Business customers and their reason for calling before intelligently directing calls to the appropriate Telstra consultant.

Working closely with Telstra, Nuance Professional Services helped to improve the accuracy of the speech recognition engine, delivered an increase in the number of call reasons the system can understand by providing an agile solution.

The enhancements to the open dialogue application have also resulted in improvements to call steering and account identification. Customers are now spending less time in the system and Telstra consultants are more informed as a result of higher recognition rates and an improved integration between Telstra’s customer databases and the front end speech system.

Telstra Consumer Director, Mr. Gary McInnes, said, “This project is part of an ongoing effort to improve customer service. The point of the new IVR is to route calls to the most appropriate consultant as quickly as possible and to provide the consultant with the information they need to provide a high level of customer service. In some cases, where it’s most appropriate, the system allows customers to serve themselves. The new system is outperforming all key metrics following the overhaul.”

The modular nature of the enhanced system has also vastly improved Telstra’s ability to make changes in support of new products, services and promotions.

“From time to time, we need to change the way that the IVR identifies callers or make changes that relate to new services, The new system has reduced dramatically the time it takes the Customer Access Teams to action changes which means we can be much more proactive in the delivery of customer service,” said Mr. McInnes.

“The IVR enhancements position Telstra squarely at the forefront of technology innovation when it comes to contact centre capability and performance,” said Peter Chidiac, Managing Director, Nuance ANZ. “We believe that it is one of the most cutting edge open dialogue deployments of its kind.”

The IVR system operates using Nuance Recognizer v9, which delivers breakthrough recognition accuracy that gives users increasingly unique and personalised experiences in an automated environment. Nuance Recognizer v9 combines the best elements of the leading speech recognition engines brought together by Nuance over the past five years – along with entirely new technologies developed in Nuance research labs.

About Nuance Communications, Inc.

Nuance is a 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: www.nuance.com.

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