The Ivrnet Difference:Humanizing Automated Interaction.

IMAGINE an automated service attendant that

can intuit how you want to be responded to. One that can recognize your voice and unique

intonation and greet you by name. Adjust its intonation to match the situation at hand. Understand

foreign accents. Even assess for, and alert authorities if it senses, identity fraud.

AT IVRNET, WE’RE FAR BEYOND IMAGINING.

WE’VE INVESTED OVER $10 MILLION IN R & D TO MAKE OUR VISION A REALITY.

AND WE HAVE THE RESULTS TO PROVE IT.

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Technology is integral to everyday life and the conducting of business in the 21st century. And it continues to evolve rapidly in response to society’stireless pursuit of “better” and “greater” things including solutions to complexissues.

Technology continues to promise us a better quality of life. A longer life. Better health, with less stress and more

spare time. More expedient and cost-effective solutions. More convenience. Better service, increased value,

instant gratification and improved communication between people and businesses. Technology’s promise has

created and placed a global economy quite literally at our fingertips. Now, more than ever, society is dependent

on technology and few would argue that it is here to stay.

Though for all its promise and power, technology is often expensive, complex, incompatible, inflexible,

unreliable and alienating. A dichotomy that can create dissatisfaction and frustration among customers and

users versus building loyal long-term business relationships. Ironically, from a business perspective, technology

can be perceived as a high-risk proposition.

The more “new” and different technologies we have, the more each needs to integrate and communicate with the

others in order for each to perform its specific function while contributing to the bigger picture – thus fulfilling

the “technology promise”.

In light of this, a large part of the Ivrnet vision is based on eliminating the risk factors of technology. We’re doing

so by creating reliable solutions and applications that truly deliver on the technology promise and help build our

customers’ businesses.

VISION

David SnellPresident and CEO

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It’s a vision based on a singular belief – that the most important part oftechnology is its interaction with the people it serves.

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It’s no secret that a common frustration for many customers is in dealing with automated “service” attendants.

The customer is at technology’s mercy, having to listen to a host of options, answer a series of questions

and repeat responses, often arriving at a dead-end when the attendant can’t decipher the request. The result –

misdirected or abruptly-terminated calls and growing customer dissatisfaction. It’s a classic example of technology

controlling the customer, and it undermines a company’s ability to retain customers and build loyalty. With the

predictable results on the bottom line.

The Ivrnet difference: Humanizing automated interaction.Imagine an automated service attendant that can intuit how you want to be responded to. One that can

recognize your voice and unique intonation and greet you by name. Adjust its intonation to match the situation

at hand. Understand foreign accents.

Even assess for, and alert authorities

if it senses, identity fraud.

It starts with how we conceive and build our communications applications. Most applications use interactive

voice response, prompts and limited voice recognition to obtain basic information and transact with callers.

Not exactly how most companies would like their employees to treat customers.

In contrast, we’ve developed a revolutionary approach to automated interaction. One that enables technology

to truly “converse” with customers. Resulting in greater customer satisfaction, increased customer loyalty and a

stronger bottom line.

We’ve done it by significantly advancing the “art of voice recognition”, creating applications built on sophisticated

voice recognition technology. Technology that incorporates artificial intelligence, biometrics, linguistics and human

behavior in order to capture and correctly interpret many non-verbal nuances of communication.

The proof is out there.Our ultimate goal is to enable our customers’ technology to interact effectively, intelligently and productively

with their customers, their employees and other stakeholders. Essentially what one would expect if the

technology were an employee. This simple but powerful idea is the essence of both the Ivrnet vision and the

Ivrnet difference. One that’s already making a powerful difference for hundreds of businesses.

Over the past five years, we’ve consistently been “walking the walk”. Building, testing and continuously improving

our products and services. We have been delivering on technology’s promise, everyday, for every customer, in

dozens of diverse industries. And we have the results to prove it.

We invite you to learn more about the Ivrnet difference, including what some of your peers have to say about the

bottom-line results they’ve achieved working with us.

At Ivrnet, we’re far beyond imagining. We’ve invested over $10 million in R & D to make our vision a reality.

A “good news” partnership.The News Group (TNG), part of the Jim Pattison Group (Canada’s third largest private company), has been a

leader in the Canadian magazine and book wholesale industry for 100 years. It is Canada’s largest periodical

wholesaler with customers such as Loblaw, Shoppers Drug Mart, Chapters-Indigo-Coles, Safeway and 7-Eleven.

The challengeTNG needed a user-friendly solution for its complex data-collection process that is fundamental to its

merchandizing services. The challenge was compounded by vastly varying levels of technical sophistication

(and differing attitudes towards new technology) among its 400+ merchandisers who collect data from over

2,000 locations. Not having had easy or timely access to this data limited TNG’s ability to analyze and apply the

learning to its operations, customer satisfaction or bottom-line improvements.

The solutionIvrnet enabled TNG to automate the distribution of assignments and data collection around the country using

only the phone and the merchandisers’ voices. With no new technologies to learn, TNG quickly achieved

100% adoption of the new system. Though a seemingly simple solution from the merchandisers’ perspective,

this required Ivrnet to quickly develop a deep understanding of TNG’s information-gathering process and

management control systems while keeping costs to a minimum. With the easy and timely data-collection

process in place, Ivrnet then focused on analyzing the data and identifying and implementing improvements to

TNG’s operations.

Because Ivrnet made a real effort to truly understand our needs, their solution provided far more than

data-collection improvements. Ivrnet helped us to automate timesheets and payroll, validate merchandisers’ routes

and calculate travel expenses. This enabled us to instantly respond to clients’ needs for precise information about

on-the-shelf merchandize and to provide our in-the-field merchandisers with real-time direction. We now have

tremendously simplified information processes and unparalleled business intelligence feeding information directly

into our management control systems.

Glenn Brillinger – Vice President, Category ManagementThe News Group

Putting PBS in the driver’s seat. PBS Systems Inc. is North America’s largest and most established supplier of Microsoft Windows based

Dealer Management Software. PBS software manages all aspects of an auto dealership’s sales, service,

parts, finance, and insurance operations. PBS is also a founding member of the STAR Alliance, a standard for

information exchange adopted by most major automotive manufactures and suppliers.

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Real solutions. Real stories.

The challengePBS wanted to be the first in the world to integrate telephony services into their Dealer Management Software to

help their clients with the sales process by generating accountability within their dealerships through performance

measurements. It needed to deploy this application to hundreds of client organizations without affecting their

clients’ business operations including no new hardware and no training for its salespeople or their customers.

The solutionIvrnet provided PBS the ability to monitor and record thousands of phone lines for their many dealerships,

generating real-time reports to sales managers on how many calls their dealerships were receiving and from

where, as well as recording sales calls for training purposes to improve the effectiveness of the sales force.

Ivrnet’s voice identification technology enabled PBS to be the first company in the world to automatically determine

the identity of the salesperson each time a call is answered.

Ivrnet enabled PBS to be the first in the world to launch this new voice-identification application, offering our clients

features and products that still haven’t been matched by our competitors. Their creativity in bringing revolutionary

new ideas to the table is amazing and matched only by their uncanny ability to truly understand our business and

our clients’ needs. The icing on the cake is how easy they are to work with.

Ken Hergert – Vice PresidentPBS Systems Inc.

Setting up the ultimate assist. The Clagary Flames is a premier franchise in the NHL. The pinnacle of the team’s history was being crowned

Stanley Cup champions for the 1988-89 season.

The challengeThe Calgary Flames needed a unique new advertising property that directly engaged the team’s fans during the

game. The intent was to combine fan participation with client sponsorship.

The solutionIvrnet enabled the Calgary Flames to host “The Hardest Working Flame” contest – an “American Idol”-style voting

contest in real-time for those at the game or watching on select TV broadcasts. Fans were able to vote for their

favorite Flames player of the game simply by dialing a phone number that ended in that player’s jersey number.

Ivrnet tallied votes in real-time so that the “instant winner” was notified immediately over the phone as they voted.

Concurrently, Ivrnet provided totals to the Flames production staff so that the vote winner could be profiled at the

end of the game.

This contest wouldn’t have been possible without Ivrnet’s technology. They kept the contest fresh and interesting

for our fans through continual modification. They also brought new ideas to the table, implemented them quickly,

and worked within the tight constraints of our live production crew. It was by far the most

successful new Flames’ promotion of the year.

Jim Bagshaw – Vice PresidentThe Calgary Flames

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Ivrnet is a communications service provider with a uniquely deep understanding of voice

applications that solve business problems through improved communication and automation.

Ivrnet takes advantage of the ubiquity of cellular and voice networks to enhance interaction

and efficiency within an organization. Easy integration enhances your business by strengthening

your customers' relationships with their customers, increasing your revenue and lowering costs.

Ivrnet conceives, develops and operates intelligent applications for automated interaction such as:

Personalized communication between people;

Mass communication for disseminating information to thousands of people concurrently; and

Personalized communication between people and automated systems.

Our applications are delivered through traditional phone networks and the Internet and are accessible 24/7/365

throughout North America via virtually any form of communication technology (voice, phone, fax, email, texting

and the Internet).

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Our revolutionary approach and success is rooted in Ivrnet’s four guiding principles.

I. The only omnipresent technology in the world is the telephone.The most common way people communicate is still with the human voice. Many technologies supplement voice, but none replace it.Hence, the phone is central to optimizing the user benefits of our products and services.

II. People shouldn’t have to change the way they do business in order to use our products and services.

We conduct business the way customers want it, when they want it, and how they want it. Customers shouldn’t need to invest in newtechnology to benefit from our products and services. We build our applications into our customers’ existing communications network,recognizing that voice applications must work in conjunction with the fax, email, text, the Internet and the printed word.

We incorporate continuous improvement in small increments so that our applications are not disruptive to our customers’ daily business operations.

III. People shouldn’t have to learn anything new in order to use our products and services.People are overburdened by the pace of change and complexity of technology. Every new learning requirement is a roadblock to theeffective use of technology and the full realization of its promise. We make using our technology intuitive and as easy as using the phone.

IV. “Instant satisfaction” must be instant.We work to ensure that all transactions and interactions using our products and services result in a complete real-time resolution for theuser. Calling to book a furnace inspection, for example, is confirmed in real time; the transaction is dealt with and completed in a single interaction as opposed to waiting for a call-back to confirm or reschedule the appointment.

HUMANIZING AUTOMATED INTERACTION

The technology is complex. Our guiding principles are simple.

Realizing the vision. That’s the Ivrnet difference.

A difference that speaks (not to mention listens and makes decisions) for itself.Voice and telephone networks are the only truly ubiquitous means of communication. In further enabling these

communications channels, Ivrnet has developed a remarkable approach to automated interaction. One that allows

technology to truly “converse” with people.

Ivrnet’s advanced communications applications incorporate simple artificial intelligence, interactive voice response,

voice recognition, speech recognition, linguistics and human behavior, geomatics and biometrics. Because the

applications use “intelligent software agents”, they can intuit, observe, interpret, assess and cognitively “act upon”

any communication input (including non-verbal nuances).

Multiple innovations. Infinite potential.“Voice-identification biometric” agents can recognize the identity of a telephone caller, and present personalized

options. If, for example, the person is not who they say they are, silent security alarms may be triggered.

• Increase efficiency, productivity and cost effectiveness.

• Simplify how we work.

• Be user-friendly.

• Enhance communication and dialogue. Enhance customer service, increasesatisfaction and customer retention.

• Increase reliability, continuity, functionality and multi-tasking.

• Increase profitability.

• Increased costs and disruption to operations due to incompatibility of platforms and systems,ongoing requirement for new technology/upgrades/fixes and related down-time.

• Sixty per cent (60%) of technology features are never used due to lack of need, training and/ormissing components resulting in wasted capital investment incurred for unused features (in terms of training and technology).

• Increased costs of maintaining, upgrading and auto-synchronizing decentralized/individual intelligence devices.

• Reports and analysis are expensive, difficult to interpret and produced long after the fact,resulting in missed opportunities.

• Decreased customer satisfaction. Increased sense of isolation/alienation and loss of businessdue to impersonal, non-user-friendly service.

• Businesses view new technology as a high-risk proposition.

• Negative impact on bottom line.

The technology promise The technology reality The Ivrnet difference

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How we’re realizing technology’s promise.

OMATED INTERACTIONn. That’s the Ivrnet difference.

Whether the call is for filling a prescription, transferring sensitive medical information or checking with a user’s credit-

card provider, these biometric agents enhance safety and protection for both the service provider and their customer.

Built-in “voice recognition” agents can identify words, phrases and requests. And “intelligent decision” agents

understand and interpret these and initiate action based on the user’s rights, privileges, importance and individual

history. “Application telephone” agents can take phone messages and transcribe voice to text, email messages

as well as initiate phone calls based on Internet events, and block unwanted communications. “Geomatic” agents

determine the origin of a call, and can allow or deny access to information based on location.

Hundreds of these agents connected to our communication networks work together seamlessly in real-time. They

comprise the “labor force” that helps you and your customers easily use automated, interactive decision-making

tools and reduce both costs and customer frustration.

Safe. Secure. Centralized. Smart.Ivrnet maintains its own hosted and highly-secure integrated data center. This center houses our communications

software applications. From here, they are connected to communications systems all over the world. The center

is of modular design, allowing for new capacity and capabilities to be efficiently added, while ensuring both

redundancy and reliability. System capacity and technology updates are made every quarter as a means of staying

one step ahead of both Ivrnet’s customer growth, and our customers’ growing service requirements.

ompatibility of platforms and systems,s and related down-time.

used due to lack of need, training and/orment incurred for unused features

nchronizing decentralized/individual

and produced long after the fact,

olation/alienation and loss of business

tion.

• Compatibility with any platform/system eliminates need for expensive new technology orupgrades. Zero down-time normally inherent with implementing new applications.

• Applications are provided as a service and hosted by Ivrnet. A full range of products and services are available (including customization) as needed to ensure successful application oftechnology. No money is wasted on new technology and/or unneeded/ill-suited products andservices.

• Little to no training is required for customers and users as products and services are as intuitive to use as the phone and email.

• Customized, easy-to-understand reports are available instantly in real-time. Customers can identify and respond to issues and opportunities as they arise.

• Enhanced customer satisfaction and customer retention.

• Intelligent network increases accessibility, security, and reliability, eliminating need for costlyindividual intelligence devices. Accessible any time from anywhere in North America.

• Increased profitability.

The Ivrnet difference

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We’re hard at work in the “real world”.Ivrnet has developed a broad range of products and services to optimize communications between our

customers and their customers and other stakeholders. Here’s but a small sample of the range of our

applications:

A golf-course tee-time booking system capable of booking an 18-hole course in seven minutes, freeing up

the pro-shop staff to assist in-person customers.

A program that enables social assistance clients (including those for whom English is a second language)

to use their voice to easily complete their electronic reports independently, thus enabling social workers to

focus on working directly with clients.

A system that helps auto dealerships understand why, when and from where clients are calling and how to

provide more individualized service and build customer loyalty.

Applications that help major utility providers communicate effectively and efficiently with their many customers

about emergencies, outages and maintenance service appointments.

A merchandizing program that enables hundreds of sales representatives to concurrently feed data into

a tracking and reporting system, using any type of phone, from anywhere in North America, and generate a

real-time “any time” evaluation of in-the-field inventory.

Where are we now? Just about everywhere.

The list of industry and business categories working with Ivrnet communications applications is diverse, lengthy and growing.

Insurance and Claim Services

Legal

Maintenance

Management Consulting

Marketing

Medical

Property Development

Real Estate

Retail

Sales

Sports and Entertainment

Staffing and Human Resources

Telecommunications

Trade Unions

Utility

Airline

Automotive

Business Centers

Call Centers

Campaigning

Communications

Community Associations

Distribution/Logistics

Energy and Resources

Financial

Geomatic

Golf

Government

Health and Safety

Industry Associations

“Customer-first” workforce.Ivrnet’s customer-services team members are solutions-oriented, business-savvy professionals who are fully

versed in how, where, when and which technology can best fit the situation at hand. They are the vanguard of

our business and work directly with you to assess and understand your unique business needs and challenges.

Building on this solid base, we will be adding significant strength and depth over the next two years to meet the

needs of our growing customer base.

On the product development side, we have added a highly-skilled linguistics team whose understanding of

language, human behavior and the non-verbal aspects of human conversation has greatly enhanced our

technology’s ability to intelligently “converse” with people.

“Customer-first” service.We often use the analogy of a Pay-per-View service in describing how Ivrnet’s services work with our customers’

needs in mind. Unlike with a DVD movie, you don’t need to buy new technology to use Pay-per-View nor do you

need to rent or buy content. Instead, you only pay for the movies you want to watch, when and where you want

to watch them. Similarly with Ivrnet services, you only pay for the services you want, when and how you want to

use them. In this sense, as with Pay-per-View, your business needs are met and you remain firmly in control of the

services you use and your bottom line.

Businesses use technology to deliver a “desired result”. Ivrnet delivers that desired result without requiring our

customers to invest in new technology. As opposed

to prepackaged or bundled solutions that can’t be

unbundled, the majority of our services are available

“a la carte”.

DEPTH

Barry GoerzenVice President, Director of Sales

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With Ivrnet, you can literally turn any of our services “on” or “off ” – at any time – giving

you maximum flexibility. ´

Behind the scenes. Ahead of the curve.Ivrnet’s applications operate in the background and support your existing business

processes and systems. Because you don’t have to change how your system

operates, you and your employees don’t have to be trained on new technology.

Milestones for 2007– 2008.Revenue nearly tripled in the last two years.

Established a North American agent/reseller program, resulting in growth and diversification of customer

base while maintaining focus on business expansion with larger network clients.

Enhanced overall depth in creating complex custom solutions using available breadth of “tried and true”

prepackaged applications in order to significantly reduce customers’ costs.

Focus for 2009 – 2010.Achieve balanced revenue between small and large customers, across market segments and through

diversification of geographic markets.

Become the recognized North American market leader in the integration of voice response systems and

Internet applications (web-telephony integration).

Build and nurture a strong culture to help attract, grow and retain leading talent in the leadership, R&D,

marketing and customer-services teams.

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This means that existing systems remain in control of the way your business operates, with absolutely no interference

from our applications.

Through Ivrnet, we now have tremendously simplified information processes and unparalleled business intelligence feeding information directly into our management controlsystems. All this, combined with some of the best training and ongoing, flexible support our

team has ever received from a vendor. The News Group

A very “ human” vision.Ivrnet evolved from entry-level voice recognition technology to imagining, designing, building and continuously

improving one of the most sophisticated commercial voice-recognition and voice-identification services in the world.

Ivrnet uses modular, scalable intelligent architecture that supports our customers and our integrated data center.

We’re constantly making the data center more “human”, more intuitive, more seamlessly integrated into the way

people – our customers – already do things. The goal is to make the data center behave and operate like a large

human workforce. Just as with a human workforce, more people can be hired as needed and learn to integrate

with the other workforce members – each lending their own unique skills while benefiting from the skills of others.

Different systems within the data center do different things. And can be added or removed as needed.

But always working within our customers’ existing systems and adapting to how you do business. Our ability to

work within existing systems is best evidenced in how Ivrnet is able to make the application listen to the human

voice – and accurately identify people. It responds to the spoken word like a human. And, like a human, is a

very “organic”, infinitely-adaptable model.

INTUITIVE

Liming QianVice President, Chief Technology Officer

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What normally would have taken months of development, took mere weeks without IVR payinga single dollar for new technology. The fact that all of this was done seamlessly despite our teams

and data centers being more than 2,000 miles apart, is a testament to Ivrnet’s capabilities andstrong service commitment. IVR Technology

A very reliable foundation.Our applications are built on only the very best foundation components. Ivrnet’s

“building blocks” are purchased from premier world-renowned providers

including Cisco, Microsoft, HP, Intel, Dell, EMC, Nuance and IBM. Working

selectively and exclusively with the most reputable source providers helps

ensure consistency, compatibility, stability, long-term reliability and accountability.

This means we have the flexibility to work your way – and conform to the way

you do business.

Milestones for 2007– 2008.Evolved network from a single connection to four enterprise-grade connectivity networks over two completely

independent fiber-optic cables. The result – exponential growth in capacity, reliability and capability:

• 1st Fiber-optic cable:

Connected directly to a North American long-distance network and through one local network.

• 2nd Fiber-optic cable:

Connected through local networks and through IP trunking to all of North America.

Improved, by 15-fold, the capacity of Ivrnet’s integrated data center.

Achieved higher average utilization of Ivrnet’s telephone resources without jeopardizing peak volume and

availability, resulting in processing twice as many calls per line as the industry average.

Focus for 2009 – 2010. Become the world authority and set the industry standard for voice-recognition services.

Evolve Ivrnet’s operational system to become an intelligent decision-making network, able to self-monitor,

self-diagnose, self-correct and call for assistance when needed.

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We’re constantly making the data center more “human”, more intuitive,

more seamlessly integrated into the way people already do things. The goal is

to make the data center behave and operate like a large human workforce.

GOAL Our ultimate goal is to enable our customers’

technology to interact effectively, intelligently and productively with their customers, their

employees and other stakeholders. Essentially what one would expect if the technology

were an employee. This simple but powerful idea is the essence of both the

Ivrnet vision and the Ivrnet difference.

THE PROOF IS OUT THERE.

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Contact us to find out how the Ivrnet differencecan work for your company – www.ivrnet.com.

Ivrnet Inc.

Suite U, 1338 – 36 Avenue NE

Calgary, Alberta, Canada T2E 6T6

Phone: 403.538.0400

www.ivrnet.com

Ivrnet Support

Phone: 403.444.4000

Toll Free: 1.866.829.3335

helpdesk@ivrnet.com