Nuance VocalizerTM Voice Portfolio Now Features Arabic Male Voice Maged; Supports More Than 40 Languages Featuring 54 Different Voices
Belgium - GHENT, September 22, 2009 – Nuance Communications, Inc. today introduced its firstModern Standard Arabic voice for the recently launched Nuance Vocalizer 5 text-to-speech (TTS) family. The new male TTS voice, named Maged, is immediately available and enriches Nuance’s industry leading spoken output solutions.
The new male TTS voice Maged has been designed with a high-performance and compact linguistic module that addresses the problem of vowel restoration in Arabic in any context. As with other Nuance Vocalizer voices,Maged is a natural-sounding synthesized voice that can deliver any spoken output, and can be deployed in a number of applications and services, including automated customer service and turn-by-turn directions in most popular navigation devices. Nuance Vocalizer delivers enhanced accuracy and reliability by blending text-to-speech with pre-recorded audio for seamless conversations with the user, such as driving directions including precise street name announcement.
“The introduction of our first Arabic voice shows our commitment to delivering best-of-breed technology throughout the world, particularly the global mobile and the automotive industries that demand incredibly broad language support,” said Arnd Weil, general manager, Nuance Automotive. “By adding Maged, we are creating new opportunities for car manufactures in Arabic speaking countries where there is a critical demand for in-car systems communicating in the Arabic language.”
Nuance is constantly working to extend and update its text-to-speech portfolio to meet the localized needs of a global audience. Nuance currently offers Vocalizer spoken output solutions for more than 40 languages featuring 54 different voices, including not only the North American and Western European languages, but also Slovak, Hungarian, Romanian, Czech, Polish, Russian and Turkish, as well as a broad Asian language portfolio including Hindi, Indian English, Australian English, Indonesian, Thai, Chinese, Cantonese, Taiwanese, Japanese and Korean. For more information and to sample Nuance’s full portfolio of TTS languages and voices, please visit www.nuance.com
About Nuance Communications, Inc.
Nuance is the leading supplier of speech and imaging solutions for business and consumers around the world. Its technologies, applications, and services make the user experience more compelling by transforming the way people interact with information and how they create, share, and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications. For more information, please visit www.nuance.com.
Speech recognition player Nuance has just recently gone public with regards to their acquisition of a percentage of IBM’s speech technology. Having IBM’s source code at their disposal will effectively enable Nuance to make much needed improvements to both its embedded and network-based speech recognition technologies. Inevitably, such an aggressive acquisition, together with the ensuing relationship has many people questioning Nuance’s technology and IBM’s motives.
Furthermore, Nuance has also announced that the source code it has acquired from IBM will dramatically improve its current speech capabilities in both network-based and embedded text-to-speech (TTS) and advanced speech recognition (ASR). Nuance’s intention is to combine the IBM source code with its own over a period of approximately two years in order to enhance the performance of its present speech recognition engine.
While many have speculated that IBM will refrain from competing in this market, IBM on the other hand has made it clear that they’ll continue developing their speech recognition capabilities independently. Interestingly enough, IBM has sold Nuance an earlier release of its code for WebSphere Voice Server middleware and ViaVoice software. According to IBM, the decision to follow through with the transaction was based primarily on the grounds of gaining some return on their investment. However, considering that IBM regularly sells patent licenses, this recent development seems to be nothing out of the ordinary.
Over the course of the last few years, Nuance has been expanding its portfolio in speech rapidly and has made numerous acquisitions. In September 2008 they acquired Philips Speech Recognition Systems (PSRS), followed by SNAPin Software the following month. Nuance has made their intention clear with regards to becoming the leading speech provider in all markets, whether PC-based, network-based or embedded. Furthermore, they can also be seen expanding into complementary areas such as transcription and mobile care.
Although combining IBM’s source code with its own will be challenging, Nuance has long been integrating additional technologies with it’s own so while it may prove challenging to combine the IBM code, they have all the experience they need in order to make it work. Of course, Nuance’s fundamental aim is to develop cutting edge speech technology and purchasing of IBM’s technology has simply highlighted this. It’s hardly surprising that this recent acquisition has resulted in speculation that IBM’s technology is superior to Nuance’s, although if there’s any truth in such speculation, then Nuance’s decision was certainly a wise one.
However, Nuance’s relentless acquisitions have come with a hefty price tag. Regardless of their huge revenue stream of more than $800 million in the 2008 financial year, Nuance has failed to be profitable for a number of years. Having said that, Nuance recently announced that Warburg Pincus, an international private equity company, has just invested $175m in Nuance stock; a move which is seen to be a clear indication of their continued support for Nuance.
Currently, Nuance and IBM will continue competing in the fields of both network and embedded speech technologies. While the additional code being added to its speech technology will inevitably help Nuance to acquire superior software, IBM still has a dominant cash flow and customer base as a result of their other business interests which include IBM Global Services. Admittedly, Nuance is however the most reputable speech solutions provider at present. In fact, they’re the only competitor to offer PC-based, network based and embedded speech technologies. Of course, this carries with it, the advantage of being primarily focused on the speech industry. In all fairness, speech is a very small part of IBM’s business, so Nuance looks set to maintain their lead.
Although there is presently much uncertainty with regards to whether or not there’ll be a partnership between IBM and Nuance in order to develop speech recognition software, such a development would benefit Nuance in particular, as they stand to gain access to IBM’s global customer base as well as their monumental reputation of being one of the world’s largest systems integrators. Furthermore, if IBM does participate in a relationship with Nuance, many will interpret the move as being an indication to the market that they’re backing off.
On the other hand, a partnership could also end up in a conflict of interest with regard to which of the two companies’ would then provide services to speech customers. This may then in turn mean cannibalizing their revenues, a situation which suggests that such a close partnership is unlikely. Furthermore, considering that IBM recently sold some of its speech technology to its largest competitor, many marketing analysts are speculating that IBM many very well end up exiting the market in the nearby future, rather than compete.
Undeniably, Nuance will expand its speech technology and acquire a far stronger market position as a result of this acquisition but for its smaller competitors, there are still opportunities for growth in the network and embedded speech market. Furthermore, they’ll still have the ability to compete with Nuance with regards to competitive pricing. While Nuance is without question the dominant player in North America, it’s presence in Europe is far weaker for network and embedded speech.
Not including IBM, Loquendo and OnMobile in India, which just recently took Telisma over, are now Nuance’s chief competitors in network-based speech. As far as the embedded speech side is concerned, SVOX and iFLYTEK are emerging competitors who like Nuance, have also been investing heavily in their speech technology: SVOX for example recently acquired Siemens’ ASR in January 2009 in order to add ASR to its TTS solutions, while iFLYTEK has just completed ASR development for the Chinese market, thus resulting in them becoming more viable competitors.
In all probability, Nuance’s acquisition of IBM’s speech code will have little, if any, impact on the market, at least in near future. However, over the next couple of years, if Nuance successfully manages to incorporate the acquired IBM code, they will gain superior recognition accuracy in addition to an insight into IBM’s relative position. Utilizing IBM’s technology will certainly assist Nuance to further develop its speech recognition technology faster, with the potentially for restructuring its R&D resources. For the most part, Nuance’s competitors should remain focused on their strengths in both language capabilities and pricing.
Considering to what extent Nuance’s customers stand to benefit, with regards to improvements in technology, Nuance looks set once again to gain an optimum position for competing with IBM. As far as IBM is concerned, most will agree that’s far too soon to predict just how the company will choose proceed, or even if they’ll remain in the speech recognition market.
A central London Healthcare facility, the HCA International, has launched a speech recognition -based radiology reporting on 12 sites. This advancement has lowered the average report creation times from the previous 12 hours to only 2:40 minutes. Acceptance level on radiologist has exceeded the 60% goal by the end of the project. And with the two-thirds on the launch completed, over 96 percent of total dictations are already being processed through speech recognition.
Imaging Informatics Manager of HCA International Kaye Bonython said in a case study made by speech recognition provider Nuance Communications Inc., that the high adoption levels indicates that the profiles are excellent , reports are coming on faster and that integration is optimal.
However, HCA International had to deal with certain issues and concerns at the beginning. Kaye Bonython admitted that people had negative experience with speech recognition before and thought that it would only use too much time and that it would only add to their reporting schedule. Bonython also added that the first negative thought just disappeared soon as radiologist recognized the technology and had evolved to a state where it could enhance timing.
HCA puts much importance on affording patients with timely reports. According to Kay Bonython, many patients come to get an imaging procedure before their meeting with an outpatient consultant. They of course want to have the image done immediately, get the report and leave. There is no reservation on the improved service due to the speech recognition, and they are aware that their consultant can base decision using both the right image and the right report. HCA gives their patience a higher level of confidence.
Yearly, HCA International conducts about 330,000 radiology exam. Their 160 radiologist serve about 5,000 referring physicians. For faultless system launching, the HCA included the senior physicians to lobby for speech recognition. Essential resources were provided to trainings as well as a champion at very site for top of the line support. One-to-one training sessions of three hours each where made for every user, to lessen their early reluctance and eventually build confidence as users need not only had to be used to speech recognition but on a new digital recording hardware as well.
HCA International opted for the SpeechMagic, Nuance’s speech recognition technology after the six-week long pilots of three products which had been completely included into the organization picture archiving and communications systems (PACS) to direct possible implementation issues before the actual launching.
Nuance Communication has announced that the recent trials and operation of the Nuance Mobile Care Solution has proved to considerably lessen calls that are forwarded to live agents by more than 60 percent. The Nuance Mobile Care affords clients with the ability to solve simple problems such as customer care and billing directly and instantly on the handset all on their own. This advancement in care applications eradicates waiting times for customer service agents, creates a large number of opportunities to operators all over the world to drastically lower cost and give superior customer experience.
Based on collective data from operations and assessments of Nuance Care in Europe and in North America, the implementation of self-service on handsets has resulted to real bottom line saving. An average live agent call costs about US$5 and the average monthly subscriber calls about once a month. With possible deflection of more than 60 percent of calls with an on-device, self service options, operators will realize the significant cost savings and allow for compelling business opportunity to expand self-service to mobile device, especially in the present economic state.
Tier 1 operators in the Europe and US are installing Nuance Mobile Care to help their customers resolve common problems automatically and directly on their mobile phones. Customers will be able to establish account inquiries or pay bills without having to wait in queue, which is really frustrating for users. An on-device self service will allow customers to gain more control of when and how they retrieve help and in a more appropriate and intuitive manner. Moreover, studies from independent focus groups have concluded that about 9 out of 10 users favored the ease and quickness that the Nuance Mobile Care Solution has provided over other customer service options.
Nuance Mobile Care had included the following features – view account and pay bills. With these capabilities, customers will be able to open and check their account information as well as pay bills directly on their mobile device.
Customers will also be able to check their current plan details as well as upgrade their plan depending on their usage.
With the Mobile Care support, customers can have support on a wide range of handset platforms such as Windows Mobile, Symbian, Brew and other operating systems.
Principal Analyst of Ovum, Tony Cripps said that the growing intricacy of the mobile handsets and services turned in to a drastic increase in customer care call volumes and consequential costs to operators. He added that the products which let operators fix common problems directly on a user’s device without connecting to a live agent provides both user experience and real cost saving advantage especially in the current economy.
Mikael Berner, SVP and GM Enterprise Division of Nuance Communications said that Nuance acknowledges that customer care is a key factor for operators worldwide as they find ways to lessen the churn and realize cost-savings at the same time, especially during these economic times. He said that Nuance Mobile Care is the solution that would meet both of those objectives concurrently. Mikael also added that Nuance believes that allowing for self-service application on the device will enhance the overall customer experience and eradicate the need for expensive and unnecessary human interaction and still provide the preferred self-service to customers. This is a huge leap for Nuance as well as its customers.
With Nuance vast portfolio of customer care and mobile solutions as well as longstanding mobile and enterprise relationships, it is positioned to deliver superior mobile care solution and accomplish a significant global opportunity that will benefit both the operator and their customers.
After making speech a part of their call center operations, Nuance Communications has claimed that their client, British Airways, is now making significant financial rewards. The British Airways said that their Nuance-powered flight information line, which permits callers to speak of their flight numbers as well as access gate number and departure times, has significantly lowered the airline’s call center cost by about 95%.
Furthermore, the speech system has aided the British Airways to save by cutting down its cost-per-call from $3.00 to only $0.16. The British Airways flight information line was developed by Nuance and partner Aspect Communications and has been implemented for only 16 weeks.
Within six months, the British Airways had a 100% return on investment. The airlines’ voice driven flight information system deals with approximately 12,000 clients calls per day and had achieved the benchmark for the two-million-call in December 2002. Before setting up the speech program, the airlines had maintained 128 telephone numbers to carry its different call center locations, which is a costly and complex plan. With the implementation of Nuance speech solutions, the British Airways was able to lessen its number of customer service lines into just 3: the reservation, flight information and customer service.
The Nuance speech-based customer information system is one of British Airways’ $960 million multi-platform customer service’s main components. In addition to the functionality of the airline’s customer-facing voice system, a professional and welcoming persona, “Claire” is the voice behind the speech recognition system. “Claire” was especially created to mirror the British Airways’ brand. “Claire” is easy to understand and intelligent; providing arrival and departure information for the airlines’ flights and one world connections. “Claire” is also able efficiently to route callers to live agents in emergency cases or if a flight is delayed or canceled.
Burlington Company Nuance Communications Inc., provides products including speech recognition softwareclaimed that the US Army has placed orders for the Nuance’s Dragon Medical product for the use of its 10,000 doctors.
With the Dragon Medical, physicians will be able to develop medical documents and emails, search the internet using voice prompts. The company also added that the Medical Dragon is able to direct dictation into electronic health records or EHR. This device eliminates the reliance on typing and allows practitioners to spend more time with patients and practicing medicine. Nuance also claimed that, the Dragon Medical also allows for up to 25 percent less time on documenting care compared to using a non-voice enabled EHR.
Nuance now claims that the US Army’s decision to use Dragon Medical increases its users to more than 90,000 caregivers worldwide.
John Shagoury, Nuance’s healthcare division said in a statement that President Obama’s pledge for fully digitization of medical records within five years has placed a major pressure on 80 percent of doctors that have not yet migrated from paper to electronic patient records. Shagoury also added that although the Army and a growing number of physicians have succeeded in the transition, there are still many doctors who are struggling due to their need to document using the mouse and keyboard.
STC is one of the largest Telecommunications providers in Saudi Arabia and the Middle East. STC decided in 2008 to implement Emerging Technologies’ Hello Telco voice portal solution which succeeded in handling tens of thousands of incoming calls every day and created a new revenue stream for the company.
Industry: Telecommunications
Project Type: Voice Portal
Challenge
The Saudi public had a need to access a wide variety of information on a daily basis and the Internet could not be the answer due to its limited penetration and use in the Saudi market. Additionally, STC had a need to boost landline calls, attract new customers, retain older ones and differentiate itself from other major competitors.
Solution
Emerging Technologies, through its Riyadh offices, worked closely with STC to develop, localize, test and implement the state-of-the-art Hello Telco voice portal solution which uses Nuance’s voice recognition platform and Emerging Technologies’ Arabic voice recognition application. The portal was designed specifically to meet the requirements of the Telecommunications giant.
The human-like service offers callers a 24/7 access to a variety of information such as news, sports and entertainment. Callers would dial a dedicated telephone number and request information of interest using their own voice, accent and dialect.
STC was the first to introduce this unique and exciting voice recognition service to the Saudi market and in fact the entire Arab world.
Results
Launched on 29 July 2008, the user friendly service which receives over 40,000 calls a day on average was an instant hit with STC’s customers. Thanks to the system’s human-like interface, callers could not believe that they were actually conversing with a computer system and not a live agent.
Customer Feedback
“The project was a major success. Thanks to Emerging Technologies and their unique expertise in successfully developing and implementing voice recognition solutions, we were able to offer our customers an innovative telephone service in Arabic that is unmatched in accuracy and human-like interaction.”
Eng. Sami Mohammed Thobali - Voice Services Management Section Manager
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