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February 15, 2006

Bell Canada Installs Nuance SpeechAttendant System

Stefania Viscusi, Assistant Editor

Nuance Communications, provider of speech recognition and imaging solutions, announced today the deployment of their SpeechAttendant Application at Canada's largest communications company, Bell Canada.
Canada's new system, MAYA-- developed from Nuance's easily integrated SpeechAttendent application-- will allow Bell Canada employees to reduce wait time and become more productive.
The new system utilizes speech recognition to directly route calls. For instance, when an operator is asked to reach a certain person or location, they  need simply speak their prompt-- as opposed to remembering extensions or using "spell by name" touchtone methods—to directly route calls.
Employees who work out of the office will also benefit from features offered by Bell Canada's MAYA system. Using speech recognition, their calls can be directly routed to their remote location without having to pass through several touchtone prompts, allowing better efficiency.
SpeechAttendant is a natural, speech-enabled recognition application that supports a variety of languages and can be customized to recognize other languages as needed. With this capability, Bell Canada offers speech recognition in both the English and French-Canadian languages to their customers-- not only enhancing callers experience and satisfaction, but also reducing the need for extra operators to handle some customer queries.
The MAYA system, which currently serves over 5,200 employees in Bell Canada's Montreal (Quebec) and Toronto offices, allows Bell Canada to save on operational costs, prioritizes employee functions and offer improved customer satisfaction.   
"Bell Canada's deployment of SpeechAttendant within its regional offices demonstrates the level of confidence the company has in Nuance speech-enabled applications," said Richard Martel, general manager, Auto attendant Solutions, Nuance.
"Nuance continues to drive the remarkable evolution of speech attendant systems by developing applications that benefit our customers and the industry as a whole," added Martel.
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Stefania Viscusi is an established writer and avid reader. To see more of her articles, please visit Stefania Viscusi’s columnist page

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