Nuance Announces a New Release of On Demand Insight for Nuance On Demand Customers

Web-Based Analytics & Reporting Tool Provides Actionable Insights to Drive Better Performance and a Superior Customer Experience in the Contact Center

BURLINGTON, MA – July 27, 2010 – Nuance Communications, Inc. (NASDAQ: NUAN),a leading provider of speech solutions, today announced a new release of On Demand Insight, a web-based interactive voice response (IVR) analytics and reporting suite for Nuance On Demand inbound customers. Nuance’s On Demand Insight (ODI) provides customers with actionable insights that can be used to optimize performance of self-service customer care applications and make smarter business decisions to increase automation, deliver a superior customer experience and reduce costs in the contact center.

Nuance On Demand is one of the industry’s largest, most advanced VoiceXML hosting environment. As one of the largest private speech clouds for the contact center market, Nuance On Demand handles over 30 million customer care calls a month and over 2 billion speech interactions a year. As a hosted solution, Nuance On Demand lets companies take advantage of Nuance’s leading speech technologies and team of experts to consistently deliver positive customer service interactions and high automation rates.

Nuance ODI allows contact center managers and business managers to analyze IVR performance metrics such as containment rates, speech recognition rates and task completion rates, look at behavior patterns by caller types, and drill-down to relevant details to identify root cause. This visibility drives IVR optimization, making it easier to identify and prioritize opportunities to increase automation, improve caller experience and reduce costs. As a hosted solution, Nuance ODI minimizes network and IT configuration and maintenance, freeing up enterprise IT departments to focus on other business initiatives.

“The effectiveness of an IVR system and customer satisfaction in call centers can be improved by optimizing the many parts of an IVR application,” said Steve Cramoysan, Research Director, Gartner. “Tools which provide information and insights that enable companies to identify & prioritize which parts of their IVR application would most benefit from optimization, can play a critical role in achieving these benefits.”

“Nuance On Demand allows enterprises to gain an understanding of their customers and to serve them more effectively,” said Tom Chisholm, senior vice president, enterprise division, Nuance Communications. “In working with our customers, we recognized the opportunity as well as the industry’s need for metrics and analytics in the contact center, and On Demand Insight takes our speech cloud to a whole new level by giving customers the ability to rapidly improve and adapt, based on what they’re learning about their customers.”

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.