Real-Time Communications Technology Roundtable August 2009

Corporate Highlights Fully Owned by Enghouse Systems Publically Traded on the Toronto Stock Exchange US$53 Million In Revenues Financially Sound for 25 Years References Around the World TSX:ESL

Ontira Experience Transit IVR Pioneer in North America 25 Years Experience 75% Market Share in North America Patented Transit IVR Technology Employs Technical Industry Professionals

Transit Multimedia Interactive Voice Response Automatic Speech Recognition Text Messaging Web Based Applications Kiosks

Information Platform

Why Turn to Media?  Keep your Riders Informed  Give your riders the information they need, when they need it  Stay Connected to your Riders  Empower Transit and Paratransit Riders with Technology  Improve Customer Service  Reduce Operating Costs  Provide 24/7 Access to Transit Information

Paratransit Technologies  IVR and WEB  Confirmations & Cancellations  Real Time “Where is my Ride?”  Trip Booking  Trip Reminders and Real Time Notifications  Day before  Real Time Delays  Text To Speech  Speech enabled (ASR) IVR

Case Study NEED: Heavy increase in service demand for paratransit service with no increase in service funding SOLUTION: Automated Customer Service Technology - Ontira’s paratransit IVR - Text to Speech (English and Spanish) - Confirmations, Cancellations - Trip Booking - Automated Dial Outs - Trapeze PASS - GreyHawk MDCs

Case Study RESULTS: - First Agency in North America to deploy IVR Trip Booking - IVR Confirm Cancel Reduced Staff Requirements by 2800 hours per year – which were re-directed to reducing hold times and deliver higher customer service to those who require special attention - Eliminated the need for after hours and weekend staffing of the call center

Case Study Affordable Scalable Solutions - Savings in Small Agencies too: ** ECCTA reduced No Show Rate by 130% ** ECCTA reduced Cancel Rates from 22% to 15% - Trapeze PASS - Mentor MDCs