The document discusses trends in increasing smartphone adoption and customer demand for instant answers. It notes that nearly half of mobile phones in markets like the UK and Ireland are now smartphones. Customers expect perpetual access to information through their mobile devices. The document then introduces Nuance's Mobile Advantage portfolio which includes speech recognition and natural language products to improve the mobile customer experience across different channels.

1. Seb Reeve
EMEA Director Product Strategy & Marketing
1 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS

2. Momentum for self-service is increasing
Trend #1
2 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
3 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS

4. Customer appetite for instant answers
Trend #3
• 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.
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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
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6. Customer appetite for instant answers
Trend #3
• Perpetual computing & communication
• Internet search, FAQs
• Social media, forums
• Virtual assistants (Dragon Go!, Siri)
• Always on hand, in your hand.
“
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
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7.  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

8. Introducing Nuance Mobile Advantage
A portfolio of products that improve Discovery, Accessibility,
Connectivity and Simplicity for your mobile customers
Nuance Nuance Nuance Mobile Nuance
Voice Control Call Intercept Connect NaturallyMobile
(NVC) Platform
Launch app upon call Route natural Persistent multimodal
Speech enable your to customer service language requests to solution for intuitive,
mobile app to improve from a smartphone to appropriate channel flexible conversational
ease-of-use drive mobile app usage (Mobile App, Web, IVR interactions
or skilled agent)
Available Now Available now for Available in June on Available in Sept on
iOS, Android Android. RIM in Jan iOS, followed by iOS, Android
Android
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9. Let’s look at how Nuance Mobile Connect
Mobile Connect Demo: Transact
works…
Mobile
• Choice • Personal
IVR
• Available • Social
• Proactive • Seamless
Agent
• Empowered • Fast
Web/FAQ
10 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS

10. Actions speak louder…
So, where do I go from here?
• 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
13 CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS

11. Thank you!
Any questions?
14
“ Email: sebastian.reeve@nuance.com
Twitter: @rrreevo
Skype: seb.reeve
CONFIDENTIAL | © 2002-2011 Nuance Communications, Inc. All rights reserved. ENTERPRISE SOLUTIONS