Fastlink Deploys Nuance

BURLINGTON, Mass. -- Nuance Communications, Inc, (NASDAQ: NUAN) and Globitel, leader for converged telecom solutions, today announced that they have provided Fastlink, the largest telecommunications network operator and services provider in Jordan, with intelligent call routing that efficiently transfers customer calls to the correct call center services. Replacing Fastlink’s former touch-tone system, the new speech-enabled service is more customer friendly and the first of its kind in the Middle East with full Arabic language support. Currently, more than two million subscribers use the new application.

Fastlink's customers can use the new service free of charge by dialing 1234, and interacting with a virtual agent known as "Hala". Callers can inquire about various Fastlink services including prices and offers without speaking directly to a live call agent, or they can have their calls directed to the appropriate agent quickly and efficiently. The new system increases the call center’s capacity for customer care and allows for thousands more phone calls to be received every day.

On the introduction of the new service, Fastlink's Customer Service Director Hassan Al Bitar said, "This step reflects Fastlink's leading position, which will also positively affect its customers who always enjoy the latest services before others in the local market. Fastlink's efforts at adopting and Arabising the system enabled the company to be the first to use this system in Arabic, not only in the Middle East, but also in the world." Al Bitar added that the company's continuous efforts to use the most cutting-edge international technologies is part of its strategy to provide services that meet customers’ diverse needs and develop the network to serve their increasing numbers.

Samer Halawa, President, Globitel, commented, “As a leading provider of call center technologies in the Middle East and Africa, Globitel was well positioned to take on this new-to-the-region technology and challenge. The Arabic speech recognition technology has come a long way, and we expect speech automation to start appearing in many call centers in the Arab world.”

“This innovative solution at Fastlink further secures Nuance’s position as an international leader of customer care solutions, helping leading organizations better support, understand and communicate with their customers,” said Lynda Kate Smith, Vice President and General Manager, Care, Nuance. “Our customer care solutions powered by speech are offered with the industry’s broadest range of languages. We put our expertise and best practices to work every day helping companies meet the challenges of transforming the way they deliver customer experience.”

Nuance Communications Inc. (Nasdaq: NUAN)