SPEECHCARE® PREMIUM EDITIONOPTIMIZING THE PERFORMANCE OF YOUR SPEECHATTENDANT

Nuance has a passion for customer service.

Following the successful deployment of your

SpeechAttendant application, Nuance commits to

providing your organization with the highest level of

customer support in our industry. Through our

various support program offerings, our team of

dedicated and experienced professionals will ensure

that your system performs at its optimum level.

SPEECHCARE PREMIUM SUPPORT PROGRAMINCLUDES:

PROACTIVE SUPPORT

Nuance’s customer service center will proactively

monitor key areas of your system to ensure it is

constantly performing at peak levels. Proactive

services include:

• Non-Stop Service Coverage – wherever you are

in North America, Nuance will answer your

support requests within 30 minutes

o Monday to Friday: 8:00 AM to 5:00 PM

local time

o 24 x 7, 30-minute call back service for

emergencies

• Weekly Pronunciations Dictionary Update –

On a weekly basis, this automated process adds

pronunciations for new names added to your

directory for optimal performance.

• Proactive Performance Monitoring includes:

o Nuance will intervene if critical errors occur, including possible

issues with the directory update process

o Weekly performance reports outlining number of calls

received, transfer success rates, and other relevant data

regarding the performance of your system.

o Monthly emails covering critical directory errors and

recommendations for improvement

o Monthly, you will be contacted if the call transfer rate falls

below 90%

o Quarterly, you will receive a report highlighting a sample of

calls and recommendations on how to improve your system

performance

o Yearly, you will receive a detailed system evaluation and

recommendations on how to improve your system

performance.

• ProNames™ Subscription Service – Weekly, if you have elected

professionally recorded names for your system, this service will

automatically add missing name recordings

• Offsite Backup – Weekly, Nuance will backup your system critical files

to the Nuance corporate network, protecting you in case of a system

failure

The experience speaks for itself™

NUANCENUANCE

SPEECHCARE PREMIUM EDITION

ON-DEMAND SERVICES

In addition to the above mentioned pro-active services and

included with your SpeechCare coverage, Nuance will provide

you the following list of additional services at your request. All

you need to do is call us.

• Major Software Version Upgrades – Your Premium

service includes major software releases. Additional hardware

required and installation services are not included.

• Professional Voice User Interface Recordings – Nuance

will record up to 50 new system greetings and/or prompts

using Nuance professional voice talent.

• Extended Software version updates – Nuance will

support you in installing software updates to your system

during and/or outside normal business hours.

• Voice Board Replacement – In case of failure, Nuance will

replace your voice board provided the boards where

originally purchased from Nuance.

ON-GOING TRAINING AND DEVELOPMENT

Nuance wants to ensure that you are up to speed with the

latest information about SpeechAttendant and how to best

maximize its wide range of available features. You will benefit

from the following educational offers:

• Personalized Training – In addition to the above training

and as part of our Premium service offering, Nuance offers

informal web based tutorials. You will be eligible for up to

three of these individual training sessions per year.

• Web-based training – Nuance offers web-based training for

you or your staff in order for you to receive the latest tips,

hints and best practices in using SpeechAttendant. Your

Premium service gives you an unlimited number of seats for

these sessions.

• Web Site Trouble Ticketing – Beginning in early 2006, you

will be able to open and track trouble tickets using the web.

• SpeechCare Bulletin – Quarterly, you will receive technical

information pertaining to updated features, upcoming

product versions and the upcoming web training schedule.

OPTIONAL SUPPORT SERVICES

Nuance offers additional fee-based services to expand your

system maintenance and functionality.

• Service Packs – Whether it is installing new software

releases, configuring new scripts in your application, or

moving the equipment to new locations, Nuance’s

professional services team can customize a service to meet

your needs.

CUSTOMER REQUIREMENTS FOR THE PREMIUM

SPEECHCARE PROGRAM

SpeechCare Services are achieved through the SpeechMonitor

utility. SpeechMonitor (included with the SpeechCare program)

is an automated maintenance utility that helps keep your

SpeechAttendant working at peak levels with little human

involvement. SpeechMonitor works 24 hours a day, proactively

identify issues, improving administrator productivity and

reducing the costs associated of maintaining your system.

For more information, please contact:

speechattendant.sales@nuance.com

or call 888-465-6287/514-954-3804

and say sales department.

ABOUT NUANCE COMMUNICATIONS, INC.

Nuance is the 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

nuance.com.

© 2005 Nuance Communications, Inc. All rights reserved. Nuance, the Nuance logo, The experience speaks for itself, OpenSpeech, andRealSpeak are trademarks and/or registered trademarks of Nuance Communications, Inc, and/or its subsidiaries in the United Statesand/or other countries. All other trademarks are the properties of their respective owners. DS10/05

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