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SPEECHCARE® PREMIUM EDITIONOPTIMIZING THE PERFORMANCE OF YOUR SPEECHATTENDANT
Nuance has a passion for customer service.
Following the successful deployment of your
SpeechAttendant application, Nuance commits to
providing your organization with the highest level of
customer support in our industry. Through our
various support program offerings, our team of
dedicated and experienced professionals will ensure
that your system performs at its optimum level.
SPEECHCARE PREMIUM SUPPORT PROGRAMINCLUDES:
PROACTIVE SUPPORT
Nuance’s customer service center will proactively
monitor key areas of your system to ensure it is
constantly performing at peak levels. Proactive
services include:
• Non-Stop Service Coverage – wherever you are
in North America, Nuance will answer your
support requests within 30 minutes
o Monday to Friday: 8:00 AM to 5:00 PM
local time
o 24 x 7, 30-minute call back service for
emergencies
• Weekly Pronunciations Dictionary Update –
On a weekly basis, this automated process adds
pronunciations for new names added to your
directory for optimal performance.
• Proactive Performance Monitoring includes:
o Nuance will intervene if critical errors occur, including possible
issues with the directory update process
o Weekly performance reports outlining number of calls
received, transfer success rates, and other relevant data
regarding the performance of your system.
o Monthly emails covering critical directory errors and
recommendations for improvement
o Monthly, you will be contacted if the call transfer rate falls
below 90%
o Quarterly, you will receive a report highlighting a sample of
calls and recommendations on how to improve your system
performance
o Yearly, you will receive a detailed system evaluation and
recommendations on how to improve your system
performance.
• ProNames™ Subscription Service – Weekly, if you have elected
professionally recorded names for your system, this service will
automatically add missing name recordings
• Offsite Backup – Weekly, Nuance will backup your system critical files
to the Nuance corporate network, protecting you in case of a system
failure
The experience speaks for itself™
NUANCENUANCE
SPEECHCARE PREMIUM EDITION
ON-DEMAND SERVICES
In addition to the above mentioned pro-active services and
included with your SpeechCare coverage, Nuance will provide
you the following list of additional services at your request. All
you need to do is call us.
• Major Software Version Upgrades – Your Premium
service includes major software releases. Additional hardware
required and installation services are not included.
• Professional Voice User Interface Recordings – Nuance
will record up to 50 new system greetings and/or prompts
using Nuance professional voice talent.
• Extended Software version updates – Nuance will
support you in installing software updates to your system
during and/or outside normal business hours.
• Voice Board Replacement – In case of failure, Nuance will
replace your voice board provided the boards where
originally purchased from Nuance.
ON-GOING TRAINING AND DEVELOPMENT
Nuance wants to ensure that you are up to speed with the
latest information about SpeechAttendant and how to best
maximize its wide range of available features. You will benefit
from the following educational offers:
• Personalized Training – In addition to the above training
and as part of our Premium service offering, Nuance offers
informal web based tutorials. You will be eligible for up to
three of these individual training sessions per year.
• Web-based training – Nuance offers web-based training for
you or your staff in order for you to receive the latest tips,
hints and best practices in using SpeechAttendant. Your
Premium service gives you an unlimited number of seats for
these sessions.
• Web Site Trouble Ticketing – Beginning in early 2006, you
will be able to open and track trouble tickets using the web.
• SpeechCare Bulletin – Quarterly, you will receive technical
information pertaining to updated features, upcoming
product versions and the upcoming web training schedule.
OPTIONAL SUPPORT SERVICES
Nuance offers additional fee-based services to expand your
system maintenance and functionality.
• Service Packs – Whether it is installing new software
releases, configuring new scripts in your application, or
moving the equipment to new locations, Nuance’s
professional services team can customize a service to meet
your needs.
CUSTOMER REQUIREMENTS FOR THE PREMIUM
SPEECHCARE PROGRAM
SpeechCare Services are achieved through the SpeechMonitor
utility. SpeechMonitor (included with the SpeechCare program)
is an automated maintenance utility that helps keep your
SpeechAttendant working at peak levels with little human
involvement. SpeechMonitor works 24 hours a day, proactively
identify issues, improving administrator productivity and
reducing the costs associated of maintaining your system.
For more information, please contact:
or call 888-465-6287/514-954-3804
and say sales department.
ABOUT NUANCE COMMUNICATIONS, INC.
Nuance is the leading provider of speech and imaging
solutions for businesses 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 and
professional services. For more information, please visit
nuance.com.
© 2005 Nuance Communications, Inc. All rights reserved. Nuance, the Nuance logo, The experience speaks for itself, OpenSpeech, andRealSpeak are trademarks and/or registered trademarks of Nuance Communications, Inc, and/or its subsidiaries in the United Statesand/or other countries. All other trademarks are the properties of their respective owners. DS10/05
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