The New Voice of Business

Nuance Call SteeringTM Data Sheet

Unique, packaged speech application designed to solve critical customer service challenges
Across industries, from telecom to financial services, there is a need for a more customer-friendly, cost-effective way to greet and route customer care calls to the appropriate agent or automated destination. Enterprise and carrier customer care systems tend to offer a variety of services and information. A major challenge is to determine what a caller wants to do and then to route the call to the correct destination to get the caller the piece of information or service that addresses their specific need.

Significant Cost Savings By leveraging Nuance Call Steering, even a small call center with just 5 million calls per year can save up to $2 million annually. Larger companies with call centers that often handle 50 million to 100 million calls per year can save up to $20 million or more annually. Because of these potentially dramatic cost savings, Nuance Call Steering can provide a return on investment (ROI) in as little as 6 months. Transaction completion rates of underlying speech and touch-tone applications increase as misroutes are reduced by up to 50% and zero-outs are reduced by up to 35%.

Unique, packaged speech application designed to solve critical customer service challenges

Nuance Call Steering

With Nuance Call Steering, powered by Say AnythingTM and AccuRouteTM technologies, callers interact with an automated speech recognition-based solution that enables them to speak naturally and then to be quickly routed to the correct destination. Nuance Call Steering serves as a gateway to an organizations contact center, enabling companies to establish a single point of contact and instantly route callers to the customer care solution best equipped to meet their needs. For example, the application can simply greet callers with Welcome, what would you like to do? A caller may respond by saying such wide-ranging phrases as I have a billing question, or what is the, um, the status of, er, my package? , and then the system can automatically route the caller. Nuance Call Steering is a robust, flexible, packaged application that provides enterprises and carriers the ability to rapidly deploy the system. This can provide additional and accelerated cost savings. Customers also benefit from mission critical technical support and an upgrade path for ongoing improvements to the application.

Improved Customer Service With fully integrated voice user interface (VUI) best practices including the optimal use of Say Anything and back-off dialog strategies, Nuance Call Steering improves customer satisfaction and loyalty, while simplifying the caller experience. These improvements in customer service are made possible because: Touch-tone mazes are eliminated The need to remember multiple phone numbers can be reduced or eliminated Caller frustration and confusion is reduced The customer contact process is made easier and more effective

A Great Place to Start with Speech

Nuance Call Steering provides a compelling ROI and can solve a multi-million dollar pain point for businesses. With this application, companies can improve and leverage the use of existing automation that they may already have in place. Nuance Call Steering can be deployed in front of, and separate from, existing IVR systems that may be in place for destination applications such as account management or product information. For companies to optimize the cost savings from automation, the call must be automated from beginning to end wherever possible. This starts with voice-enabling the front-end in order to ensure the proper greeting and routing of the caller. In this way, Nuance Call Steering is the perfect starting point for an enterprise or carrier speech automation strategy.

Why Nuance Call Steering?

Currently most callers needing customer service first encounter confusing touchtone systems, very basic speech systems, multiple phone numbers for different destinations, or customer service agents. Companies are incurring considerable costs due to calls being misrouted to the wrong destination and/or low automation because the callers zero out to an expensive agent. Misroute rates can range from 15-35% of calls while zero-outs can range anywhere from 10-40%. In addition, there is the overall problem of low customer satisfaction due to caller frustration with an unfriendly or confusing interface. Nuance Call Steering is designed to address these core customer care challenges.

A Packaged Application
Because Nuance Call Steering is a highly configurable, standardsbased (VoiceXML) packaged application, the software can be rapidly tailored to meet the needs of a specific company. Deployment is possible in as little as three months verses the 9 to 11 months that are often required for other similar types of speech applications built from scratch.

Nuance Call Steering Includes:

Say Anything: Enables the use of an open flexible prompt through statistical language models (SLMs). AccuRoute: Enables efficient, accurate routing through the use of a statistical call router (SCR). Application Management Tools: Provides the ability to modify prompts, specify routing details and publish dialog documents through a graphical interface. Application-Specific Reporting: Variety of call steering reports provide increased business intelligence including; destination reports, routing reports, and category reports. VoiceXML Generation Engine: Generates the actual application code. Customer-Specific Configuration: Application flexibility to meet specific needs from content to branding. Can include choice of persona, call flow, prompt recordings and SLM/SCR configuration.

Nuance Call Steering Benefits:

Reduces deployment time and simplifies the deployment process Addresses a multi-million dollar challenge to significantly lower the cost of customer care Simplifies and enhances the customer experience Leverages existing automation investments Offers flexibility to meet customer-specific needs Incorporates Nuances industry-leading technology, best practices and experience

Unique, packaged speech application designed to solve critical customer service challenges

Look to the Leader

Nuance offers robust, flexible speech solutions for a full range of applications and industries. Contact Nuance today, and put the worlds leading speech professionals to work on your voice automation needs.

Supported Configurations
Windows 2000, NMS SPARC Solaris, NMS For more information on provisioning Nuance Call Steering contact your Nuance Sales Representative.

Support and Upgrades

Customers using Nuance Call Steering will benefit from the availability of mission critical, 24/7 technical support that includes bug fixes, patches and updates. Nuance Call Steering also provides seamless upgrades through an architecture that cleanly separates configuration from product code. A customers deployment can be upgraded to take advantage of better management reports and improved application configuration tools with no effect on the specific VUI configuration.

Leverage Nuances Unique Capabilities

Nuance, the speech expert, is uniquely positioned to deliver this application. Nuance is the only major speech vendor with largescale natural language deployment experience. Now companies can leverage that experience with a packaged application that incorporates VUI best practices, industry-leading technology and a proven deployment methodology.

About Nuance
In an era where a focus on the customer is essential to business success, Nuance provides leading companies with voice-automation solutions that enable both an outstanding customer experience and corporate cost efficiency. Nuance is a leader in the voice automation market, providing software and solutions to more than 1,000 companies worldwide. Clients include Avon, British Airways, Nomura Securities, OnStar, Sprint PCS, United Parcel Service, Vodafone, Wells Fargo and many others. Nuance (NASDAQ: NUAN) is headquartered in Menlo Park, Calif., and has offices around the world. For more information, visit www.nuance.com or call 1-888-NUANCE-8.

1380 Willow Road Menlo Park, CA 94025 650.847 .0000 Phone 650.847 .7979 Fax

For more information: www.nuance.com 1-888-NUANCE-8

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