TuVox Customer Wins Prestigious Speech Implementation Award

TuVox, the leading provider of On Demand speech applications, today announced that Speech Technology Magazine has awarded the 2007 Implementation Award to TuVox customer Telecom New Zealand (NYSE:NZT) for their speech-enabled self-service, adding to TuVox's rapidly growing list of accolades.

The Implementation Award is intended to recognize companies that have gained substantial and impressive results from their recent speech technology deployments. The winners are chosen by the editorial staff of Speech Technology magazine in consultation with industry experts and luminaries.

The TuVox Perfect Router solution at Telecom New Zealand front-ends all residential, small business, mobile, faults (troubleshooting/repair) broadband help desk, credit and collections, and advertising-driven calls. Telecom New Zealand callers are greeted with an open-ended "how can I help you?" prompt, and can say exactly why they are calling. The TuVox application routes the call to one of 35 self-service topics and more than 150 destinations, using Genesys Telecommunications Laboratories skills-based routing technology.

"With all of the new services that we were adding for our customers, the previous touchtone system became far too complex and cumbersome," said Jared Mortlock, Manager of the Speech Implementation Team at Telecom New Zealand. "TuVox Perfect Router has helped us maximize the value of our technology, while maintaining the best possible customer experience for Telecom callers."

TuVox has enabled Telecom New Zealand to realize their stated customer service objectives, including a reduction in "zero-outs" from 55 to 4.7 percent, an increase in customer satisfaction of 44 percent over the previous system, and an increase in immediately identifying the reason for call from 76 to 90 percent, thereby increasing first call resolution.

"The TuVox system in use at Telecom New Zealand has delivered dramatic gains both in first call resolution and customer satisfaction," said Bob Fernekees, Editor in Chief of Speech Technology. "We're pleased to recognize TuVox again this year for the outstanding achievements and contributions to the call center industry."

This achievement is the fourth Speech Technology award in as many years for TuVox, following the "2006 Most Innovative Solution" award for the TuVox Perfect Router deployment at Canon USA, the "Best Speech Application Award" in 2005 and the Speech Solutions CHALLENGE II Usability victory in 2004.

"We're pleased that editors of Speech Technology recognize TuVox's continued commitment to deliver solutions that provide a superior caller experience, particularly compared to the frustrating legacy IVR systems that many of us know too well," said John Kirst, SVP Worldwide Sales, TuVox. "We are also honored that Telecom New Zealand gave us the opportunity to demonstrate what could be accomplished with sophisticated voice self-service."

About Speech Technology Magazine

Speech Technology Magazine and SpeechTEK Exposition and Educational Conference are recognized worldwide as the leading sources of information on the products and technologies affecting the speech technology industry. The bi-monthly trade publication and the annual trade show deliver essential news to end-users of the technology; value added resellers, integrators, developers, investors and other professionals.

About Telecom

The Telecom Group provides telecommunications and ICT services in New Zealand and Australia. It is the principal supplier of telecommunications services in New Zealand. Telecom provides services connected via fixed networks which use fibre optic, copper and wireless technologies. Telecom provides local, national and international telephone services and a range of other telecommunications and ICT services including leased circuits, Internet services, data communications, e-commerce and mobile communications. In New Zealand, Telecom operates the major national telephone network, with more than 95 percent of inter-city trunk routes on fibre optic. Telecom is listed on the New Zealand, Australian and United States stock exchanges.

About TuVox

TuVox is a leading provider of On Demand speech applications, empowering companies to deliver superior caller experience through the voice channel. Available as a hosted or on-premise solution, TuVoxs award winning applications are easily customized to your business and can quickly be updated in response to business changes.

TuVox speech applications automate virtually any type of call, including natural language call-routing, self-service transactions and interactive customer support. By delivering a superior caller experience, TuVox speech applications increase customer satisfaction and improve the adoption of voice self-service.

TuVox customers include companies such as 1-800-Flowers.com, ABN-AMRO, American Airlines, Apple, British Airways, Canon, Charter Communications, Gateway, Office Depot, Telecom New Zealand, Time Customer Service, and Wachovia. To find out more about TuVox, please visit www.tuvox.com.

Contacts:

TuVox
Nick Ezzo, +1-408-625-1700 (Press Only)
nezzo@tuvox.com

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