Objectives of the New Pitch

1. Objectives of the New Pitch • We have challenges in selling new systems • We need to create the need for AA… make it cools, wanted! • As Patrick puts it… AA should be a ‘should have’ vs a ‘nice-to-have’ • We need the audience to say: ‘It’s THAT simple!’ • We want to be different than other vendors • In our experience • In our products • In our services • We want to decrease confusion between the 3 products • An AA is an AA! …but you can add slides at your leisure based on your presentation of that day (check out our slide ‘farm’)

2. Introducing Nuance AutoAttendant Products Name, Date

3. Agenda • About Nuance and its Auto-Attendant • The Nuance Auto-Attendant World • Professional service and support programs • Questions 3

4. #1 in all major product categories 1200+ employees in 35 offices worldwide More than 400 patents and patents pending 15 million registered users 2000+ channel and technology partners 48 languages for speech recognition, 26 for speech synthesis Productivity applications localized in 9 languages Company headquarters in Boston International headquarters in Belgium Significant R&D, services and operations presence: North America – San Francisco, Montreal Europe – Budapest, Woking, Aachen, Edinburgh Middle East – Tel Aviv Asia Pacific – Sydney, Taiwan, New Delhi Sales representation in 70 countries Supporting more languages and dialects than any other vendor Who Is Nuance? Nuance is a 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

5. Unrivaled Experience to Meet Market Needs Technology 1stMobile Dictaction Application 2005 1stPre-Packaged Speech Application 1stLarge-scale Deployment of A Natural Language 1stCustom TTS Voice Program 1stDistributed Speech Recognition 2000 1stE-mail Reader Deployed 1stVoiceXML Interpreter 1stVoice Browser 1stCommercial Voice Portal 1998 1stFirst Voice Authentication Engine 1stSpeech System for Airline, Shipping Industries 1st1,000,000 Call per Day Speech System 1stEnterprise Class Speech Engine 1stLarge-Scale Speech Application Deployed 1994 1stTransactional Speech Application Deployed Implementation

6. The Leading Speech AA … By Far! * Derived from Frost & Sullivan, 2004

7. The Provider of Choice for Leading Businesses AA Customers

8. Welcome to the Nuance Auto-Attendant World! An insight into the product…

9. Imagine a World Where… Your Operators • Sounded like this …24/7! • Could always answer your caller on the first ring! • Could only focus on customer calls 9

10. Over 80% of users report that SpeechAttendant is much fasterthan what was previously used Studies show that 25%-75% of calls going to operators are employee calls Imagine a World Where… Your Employees • Didn’t lose time looking for phone numbers • Didn’t automatically dial 0 to reach another employee • Only had 1 number to remember to reach anyone on the phone 10

11. Imagine a World Where… Your Customers • Could get where they want • And what they need rapidly and courteously • Didn’t need to dial 0 or try to work with DTMF dial-by-name 11

12. Imagine a World Where… Your Life Would Improve • You would have increased caller satisfaction significantly • You would have achieved huge cost savings • You would have spent little to no time achieving these objectives 12

13. Nuance Customers in That World… University of North Carolina Hospitals “Employees can’t live without it” Eastman Chemical “Exceeded our 6-month payback target” “It’s been extremely reliable, very user-friendly, and we’ve been spending a mere 30 minutes to 1 hour per week mainly for standard monitoring and adding new applications to it. Callers simply love it!” College of DuPage

14. Nuance Customers in That World… Grand River Hospital “The system paid for itself in 6 months” “With so many locations and constant staff location changes, we just couldn’t keep our printed directories current.”… “SpeechAttendant Large Enterprise Edition has been a great tool for us, solving many problems that we simply couldn’t solve before.” BayCare Health "It became apparent to us that we needed to improve the level of customer service“ "The SpeechAttendant system has exceeded our expectations with 24/7/365 call routing and information. The Citizens Information Center is now providing the community with quality of service, delivering high efficiency as well as accurate, targeted information, elevating caller experience." City of Independence, MO

15. Nuance Customers in That World…

16. PBX How It Works... SpeechAttendantAutomaticallyTransfers Call SpeechAttendantAnswers Call Caller AsksFor Dr. Jones Phone Call Is Made • For Customers: • Removes frustration • Provides a consistent and friendly voice • For Employees: • No need to call operator • No fumbling through a phone directory Dr. Jones, please SpeechAttendant

17. Turnkey packaged solution The Environment • Complete hardware/Software • On-site system Implementation • Administration training • On-going support 24/7 – SpeechCare Peace of mind! An all-in-one solution from Nuance! The Application What’s in That Box? 17

18. What Can SpeechAttendant Do? RemoteUser Desk to Desk Internal Calling Remote Users Offsite Number Desk to Desk Inbound Calling Outbound Calls Offsite Number External Caller ACD/Queue Internal Employee

19. An Unmatched Set of Standard Features… 19

20. …Interesting Options • Professionally recorded names • Redundancy and high availability • Speaker verification • Biometrics-based access protection to applications and menus 20

21. Products to Fit Your NeedsA Simple Choice! Why SpeechAttendant – Large Enterprise Edition? Why OpenSpeech Attendant? Why SpeechAttendant? • If your directory is below 25K names • If you don’t need a speech IVR platform for other applications • If you’re looking to speech-enable other applications • If you already have a speech IVR platform • If your directory is above 25K names

22. Professional Service and Support Programs …talking of experience!

23. Professional Services • Provide implementation and consulting services • Most experienced team in the industry • Installed over 1,500 systems worldwide across all industries • Dedicated project manager • Established, bullet-proof implementation methodology

24. Proactive support Business hours service coverage: 2-hr response, M-F, 8AM-5PM local in continental NA Monthly tuning Bi-annual performance monitoring On-Demand support System analysis (1) Professional VUI recordings (15 prompts/yr) Voice board replacement (3 years) Software update install assistance During business hours On-Going training and development Web-based training (4 seats) Web site trouble ticketing SpeechCare bulletin Optional support services Professional name recordings Software update install assistance Outside business hours Personalized training Service packs VUI design Moves, upgrades Requirement FTP access for SpeechMonitor Support Programs - SpeechCare EnterpriseEnsuring Your System Performs at Optimum Level Unmatched in the Industry

25. Proactive support 24/7 service coverage: 30-min response Weekly tuning Performance monitoring Proactive critical error interventions Weekly performance reports Monthly improvement recommendations Monthly proactive intervention if performance <90% Quarterly system analysis Yearly detailed evaluation Weekly offsite backups Professional name recordings On-Demand support Major software upgrades Professional VUI recordings (40 prompts/yr) Voice board replacement (5 years) Software update install assistance During/Outside business hours On-Going training and development Personalized training (3 sessions) Web-based training (unlimited seats) Web site trouble ticketing SpeechCare bulletin Optional support services Service packs VUI design Moves, upgrades Requirement FTP access for SpeechMonitor Support Programs - SpeechCare PremiumProviding you total peace of mind!

26. Why Nuance AA Is So Unique… • We manufacture the embedded core technologies • Product teams work hand-in-hand to offer best performance available • We have installed more systems than all other vendors combined! • Experience leads to perfection… • …and customer-driven product development • We focus our development efforts on: • Constantly improving performance • Making the installation and maintenance a breeze • We are profitable, many other customers have been there and proven that our products exceeded their objectives! • It’s a safe decision! • Our products are scalable and universal to fit your needs whatever they are 26

27. Questions? First, Last Names Regional Channel Manager 1-888-465-6287 Just say my name! email@nuance.com

28. The Slide Farm! Pick from the Crowd Favorites

29. Needs Analysis

30. What are your pain points? What Are Your Needs?

31. What Are Your Needs? Some Customer Examples Solved With SpeechAttendant… • Operators overloaded… but no budget to add staff • Calls wait (for too long) in operator queue • Employee traffic to operators is out of control… • High turnover • Upcoming layoffs • Printed/Online directory difficult to maintain • Suffering for customer complaints about operator services • After hours call handling not up to par

32. What Are Your Needs? Some Customer Examples Solved With SpeechAttendant… • Large mobile community with multiple phone numbers • Implementing a dial plan change • Moving into new building • Acquiring/Merging another entity • Operator answer the same questions over and over • Large pool of DIDs • Completion rates with the DTMF AA are poor → Operator • Peaks in call volume that can’t be handled by operators

33. What Are Your Needs? System Sizing Questions • How many employees? • Are looking to offload internal or external calls or both? • Busy hour call volume • Internal / External • What PBX brand and model do you plan on using for this app? • Do you have multiple sites? • Do each site have published DIDs? • Are you looking for a centralized service? • Are you looking to personalize each site’s greeting?

34. What Are Your Needs? System Sizing Questions • Do you want/need redundancy? • We ship DELL servers, but you can provide your own • Want Tower or 2U Servers? • Do you need Spanish/French with English • Do you have a Corporate Directory solution • i.e. HR/ERP system, Active Directory, Lotus Notes, etc.

35. General Slides

36. How about we begin with aDEMO1-888-465-6287or1-800-268-5388or Try the Web Demo

37. Education

38. Common Issues within Education • Ever-changing student population relying on operators to route calls • Highly mobile faculty & staff, who have to communicate with other locations • Operators deal with time-consuming calls from the community at large (FAQ’s) • Less and less inclined to leaf through a paper directories • and… on-line directories are not convenient • Equipped with a large number of DID lines • Multiple entry points

39. Education Customers

40. Unique Speech Recognition Expertise…For the demanding education environment 1 • Our unique pre-tuned name dictionary containing over 1M names greatly improves performance and tremendously decreases your deployment and admin time • Support for natural language avoids endless looping of the speech recognition engine and caller frustration • Callers request using natural sentences ‘May I speak to….. please’ • Support for multiple simultaneous languages • Education Conversation Template • Allows callers to request Professor Smith, Dean Jones without modifying your corporate directory source 2 3 4

41. Education clients

42. Healthcare

43. Why use SpeechAttendant - Healthcare Inbound Callers • SpeechAttendant acts as the front-end to Inbound Callers Scenario • Patients trying to reach a doctor • People/Patients trying to schedule appointments • Relatives wishing to speak with a patient or nurse • Insurance companies needing to contact the accounting group • Frequently Requested Information • Mailing address • Patient visitation policies • Directions • Gift shop hours

44. Why use SpeechAttendant - Healthcare Internal Callers • The staff frequently moves from location to location • Difficulty to locate staff members/No access to directory Scenario • Doctors and nurses busy making rounds • Doctors/Nurses working in multiple facilities • Conducting office visits • Performing surgery • Spending time in the ER SpeechAttendant healthcare customers report 35% to 60% of calls going to the operator are internal calls

45. Healthcare Clients

46. Top 10 FAQs • How do you handle people with same names? • How do you handle nicknames? • How do you manage the directory? • What are customer responsibilities? • Do you have a deployment plan? • How does it connect to my switch/network? • Does it support high availability/redundancy? • What languages does it support? • How much tuning is required? • What performance should I expect?

47. 1. How Do You Handle People With Same Names? BACK to FAQ’s

48. 2. How Do You Handle Nicknames? • Nicknames can be added manually • Large built-in nicknames template will automate process • I.e. For Robert, app will add Rob, Bob, Bobby, etc. BACK to FAQ’s

49. 3. How Do You Manage the Directory? • Manual MACs with user-friendly GUI • Automated (most deployed) from source corporate directory • LDAP and flat files are supported • Need at mininum: UniqueID, first name, last name, phone#, dept name BACK to FAQ’s

50. 4. What Are Customer Responsibilities? • Responsibilities touch 4 main areas: • Corporate Directory Source File / Initial directory upload • Telephony configurations (digital/analog lines, ACD…) • Network and remote server access • Application design • Phone number(s) assigned and types of calls received (internal, external, after hours, fall back, etc.) • Greetings, prompts • Information line(s) • Voice talent selection • Operating hours and holidays BACK to FAQ’s