Nuance Communications Launches 9 New Indian Languages for Speech Recognition

Indian consumers can now experience speech self service in their language of choice

Nuance Communications, Inc. (NASDAQ: NUAN), the world’s leading supplier of speech, smart keypad and imaging solutions, today announced the availability of 9 new Indian languages for speech recognition in the contact centre. The launch of these new languages will enable enterprises to offer their customers a more enriched user experience and consumers will be able to conduct self service transactions in the language of their choice. The new languages now available, in addition to Hindi and Indian English, are: -Marathi, Malayalam, Tamil, Kannada, Telegu, Bengali, Gujrati, Oriya, and Punjabi.

Being able to interact in the language of their choice is important to Indian consumers. A recent study commissioned by Nuance and conducted by the eTech Group@IMRB International showed that while Hindi and English are the languages spoken or familiar to a majority of customers their preference is to use their regional language given the choice. Up until now Indian consumers have mainly only been able to experience speech recognition in their native language through VAS from mobile service providers. Now, with the availability of a total of 11 Indian languages for the enterprise, organisations will now be able to offer their customers that same choice and enriched user experience when they contact the call centre.

Additionally, Nuance has announced the availability of local consulting support and expertise in the areas of customer experience management and user interface design to assist both customers and partners deploy the new languages in a such a way as to ensure a superior customer speech self service experience.

Indian expectations for customer service are increasing and organisations are beginning to realise they need to provide a better service for their customers. Many enterprises who previously may have only focused on acquisition, are being forced, in an extremely competitive environment, to turn their attention to retention. Speech recognition is a proven way of increasing customer satisfaction and automation whilst delivering an ROI that is rarely met by competing technologies.

Mr. Sunny Rao, General Manager – ASEAN & India said, “With Nuance speech recognition Indian customers can simply state what they are looking for without the frustration of having to navigate long touchtone menus. Now, with the added ability for customers to experience automated speech self service in the regional language of their choice, their experience is further enhanced. Speech recognition can be used in the call center for simple to complex tasks. Optimising the call centre experience using speech technology leads to better service for customers, and value for the enterprise deploying it.”

The new language packs are available for Nuance Recognizer v9 supplementing the previously available Hindi and Indian English. Nuance Recognizer v9 is Nuance’s speech recognition engine – that dramatically increases the performance and quality of speech-based customer care and voice search solutions. Nuance Recognizer delivers breakthrough recognition accuracy, enabling a more natural, flexible user interface that gives users increasingly unique and personalised experiences in an automated environment. With improved acoustic models and the industry’s most advanced natural language support, Nuance Recognizer excels in handling a broad range of caller demographics in challenging applications with extremely large vocabularies, such as telephony customer self-service, directory services and mobile search.

About Nuance Communications, Inc.

Nuance (NASDAQ: NUAN) 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. For more information, please visit www.nuance.com .

About Nuance Recognizer v9:

Nuance Recogniser v9 is the best-of-breed speech recognition software that dramatically increases the efficiency of self-service solutions. Delivering high recognition accuracy and enabling more natural conversations, Nuance Recogniser v9 allows callers to experience more efficient and satisfying self-service interactions. Built-in load balancing, multitenancy, and centralised logging support more efficient use of computing resources. Centralised server management-with OA&M capabilities, reporting, and other analytical functions-simplifies deployment and maintenance of your self-service solution. Together, these capabilities add up to unparalleled levels of accuracy, reliability, and ease of use that will transform the way companies care for their customers.

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