U.S. IVR Market: Speech Re-ignites Growth “Sophisticated speech-recognition systems are expected to revitalize the interactive voice response (IVR) systems market.” Enterprise CRM Analyst Team Frost & Sullivan Technological Advancements and Economic Recovery to Energize the Market

 Post 9/11 revenue declines in key vertical markets and overall weakness in capital spending required that we revisit earlier forecasts  Advances in speech technology creating pent-up demand for speech-enabled IVR  Current and near term future economic environment favors technologies with demonstrable and favorable ROI’s. Industry Trends

Frost & Sullivan provides:  Speech and DTMF  Proprietary and Open  Direct Vs. Indirect Distribution  Vertical Market  Port Size  Hardware-centric, software-centric  Vendor Strategies Key Features

Depth of Analysis Sophisticated pricing model Realistic forecasts Thorough competitor profiles Segmentation analysis Thorough Research Exhaustive analysis of SEC filings, government reports, White Papers, vendor web sites, and trade journals 20 interviews with executives from large and small companies, vendors and resellers Strategic Growth Recommendations Based on demonstrated winning strategies What We Offer

 Large contact centers  Large B-C industries (banking, travel, etc.) Who Will Benefit?

What’s Included Market Coverage  United States, 2001 – 2008  IVR= Interactive voice response  Automates customer self-service by interacting with enterprise databases through touch tone and/or speech commands Market Structure  Highly concentrated  Recent M&A activity Products Two major groups; HW-centric point solutions and SW-centric suite solutions

What’s Included (Cont’d) Product Benefits  Reduced labor and network costs  Improved customer service Customers  Large contact centers  Large B-C industries (banking, travel, etc.) Distribution  Primarily direct, trending to indirect Business Models  Traditional: Lock in large customers with proprietary platforms and sell profitable upgrades/expansions  New: Sell “open” systems wit IVR as the hook. Increase sales and profits through CRM suites.

Key Market Participants Aspect Communications Corp. AudioCodes Ltd. Avaya Corp. Big Sky Technologies, Inc. British Telecom plc Call Center Magazine Cascade Technologies, Inc. Computer Instruments, Inc. Computer Talk Technology, Inc. Dac Systems, Inc. Database Systems Corp. Dax Systems, Inc.. Edify Corp. Electronic Data Systems Corp. Expanets, Inc. IBM Corp. Intel Corp. Interactive Intelligence, Inc. Intervoice, Inc. Norstan, Inc. Nortel Networks Ltd. Nuance Communications, Inc. Philips Business Communications Plumgroup, Inc.

Key Market Participants (Cont’d) Prairie Systems, Inc. Pulse Software & Consulting, Inc. Siemens Business Communication Systems, Inc. SpeechWorks International, Inc. Sprint Communications Company L.P. Symitar Systems, Inc. Syntellect, Inc. Telecommunications Industry Association, Inc. WillTel Communications

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