CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 1

Seb Reeve

EMEA Director Product Strategy & Marketing

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 2

Momentum for self-service is increasing Trend #1

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 3

Tidal wave in smartphone adoption Trend #2

• It’s only been 4 years! – iPhone/iOS launch: 2007

– Android launch: 2008

• Around 40% of all mobiles

in the UK are now

smartphones – Will be 50% in UK by end

of 2012

– In Ireland it’s already 50%!

• Just under half of them are

running Android OS – Apple and Blackberry

~20% each

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 4

Customer appetite for instant answers

• Perpetual computing & communication – A third of the UK now access the internet using their phone (Ofcom)

• Internet search, FAQs – 97% searches via Google

• Social media, forums – 40% social media visits via mobile (Neilsen Sept 2011)

• Virtual assistants (Dragon Go!, Siri)

• Connected to anyone and

any information, anytime.

Trend #3

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 5

Nuance Mobile Apps: Dragon Go!

• July 14: iTunes App Of The Week

• July 14: #1 Free “Lifestyle” App on iTunes

• July 15: #10 Free App on iTunes

• July 19: Lifehacker App of the Day

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 7

Customer appetite for instant answers

• Perpetual computing & communication

• Internet search, FAQs

• Social media, forums

• Virtual assistants (Dragon Go!, Siri)

• Always on hand, in your hand.

Trend #3

Apple’s announcement of Siri should have a ripple effect as millions of iPhone users recognize that speech recognition works reliably and has been well integrated with the services that [they] regularly use. It feels like speech

enabled mobile services have reached an important inflection point.

Dan Miller, Opus Research, last week

“ ”

Lower cost-to-serve, lower cost to cross-sell

Without reducing customer satisfaction

Create seamless 24/7 experiences across channels

Without having to ’integrate’ siloed information systems

Reducing churn by increasing loyalty

Reducing customer effort to get their problems resolved

Maximising the value of costly assisted-service interactions

Getting the most out of your most precious assets

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 9

Introducing Nuance Mobile Advantage

A portfolio of products that improve Discovery, Accessibility,

Connectivity and Simplicity for your mobile customers

Available in June on

iOS, followed by

Android

Nuance Mobile

Connect

Route natural

language requests to

appropriate channel

(Mobile App, Web, IVR

or skilled agent)

Available in Sept on

iOS, Android

Nuance

NaturallyMobile

Persistent multimodal

solution for intuitive,

flexible conversational

interactions

Available Now

iOS, Android

Nuance

Voice Control

(NVC) Platform

Speech enable your

mobile app to improve

ease-of-use

Available now for

Android. RIM in Jan

Nuance

Call Intercept

Launch app upon call

to customer service

from a smartphone to

drive mobile app usage

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 10

• Choice

• Available

• Proactive

• Empowered

• Personal

• Social

• Seamless

• Fast

Let’s look at how Nuance Mobile Connect

works… Mobile Connect Demo: Transact

Web/FAQ

Agent

IVR

Mobile

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 13

Actions speak louder…

• Evaluate the real benefits your customers are getting from your

current Smartphone app(s) – here are some starter questions:

– My app downloads are going great – but do I know who’s using my

app? How do I drive increased usage?

– What about answering questions and providing access to assisted

service for my mobile customers?

– How many users of my app are not getting what they need and calling

me? How can I reduce that number without reducing overall

experience?

– How can I make the transition from app to other channels a more

joined-up user experience for my customers?

• For a more in depth conversation about how you can leverage

this change in consumer expectations come and talk to us !

– We’re located on Booth D21

So, where do I go from here?

CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS 14

Thank you!

Any questions?

Email: sebastian.reeve@nuance.com

Twitter: @rrreevo

Skype: seb.reeve “