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Slide 1: Pronexus Case Study: Custom IVR Emerging Technologies is a leading provider of bilingual speech enabled IVR solutions to the Middle East and North Africa. Using Pronexus’ VBVoice product, the company designs, develops and deploys innovative, bilingual speech recognition solutions. The latest projects include a stock market application, a brokerage solution and an IVR portal for Dubai Airport. Emerging Technologies – An Overview Emerging Technologies (www.em-t.com) is a member of the United Arab Emirates based Cassells Group of companies. Founded in 1980, Cassells Group is well renowned for its hotels, travel, publishing, magazines and commercial real estate businesses. Cassells leverages technology to the highest, thus offering services to its clients under one roof. Emerging Technologies builds industry leading and powerful voice solutions and enables businesses to utilize voice recognition applications rapidly, which makes accessing information, transactions, and services over the telephone convenient and secure. Emerging Technologies is also the OEM and master distributor of Nuance, the world leading speech recognition solution provider. Situation Mobile phone usage in the UAE is among the highest in the Middle East. Sassine Y. Mazraani, Managing Partner for Emerging Technologies, explained: “Providing people with information to their cell phones is crucial for success in a market, which boasts one of the highest penetrations of cell phone usage in the world.” About 1.5 years ago, Emerging Technologies – using VBVoice – deployed a stock market application, which provides stock quotations and stock exchange reports and which enables buying and selling of stock – all in real-time via the cell phone network. Mr. Mazraani commented: “The uptake of this application was tremendous. The UAE stock market is only trading four hours every day. Within that window over 25,000 people call in each day, utilizing the IVR application we developed.” Mr. Mazraani continued: “With our voice enabled solutions, people can simply interact and use their natural language to speak to computer systems, bringing an end to the frustration of touch-tone menu systems.” In addition, a brokerage application went live on January 5th, 2007, enabling people to enquire about their portfolio, to change or cancel orders etc. – again, all done via the cell phone network in real-time. After successfully developing and launching these two applications with Pronexus’ VBVoice toolkit Emerging Technologies was determined to tackle one of even bigger scale, the Dubai Airport. Solution Since 1980 passenger numbers at Dubai Airport have increased tenfold. In 2006 the airport saw a total of nearly 30 million passengers passing through its facilities. According to projections, a total of 60 million per year are expected by 2010. Having experienced such a huge expansion, with further growth predictions, Dubai Airport was determined to automate a range of its processes. Emerging Technologies was brought on board to design, develop and deploy an innovative speech recognition solution for the airport. The project was split into three phases, all employing Pronexus’ VBVoice, the first rapid application development toolkit for telephony and speech to blend a high level GUI with sophisticated programming in a Visual Studio .NET environment. Continues on page 2… At a Glance: Customer Profile Emerging Technologies builds industry leading and powerful voice solutions and enables businesses to utilize voice recognition applications rapidly, which makes accessing information, transactions, and services over the telephone convenient and secure. Situation Mobile phone usage in the UAE is among the highest in the Middle East. “Providing people with information to their cell phones is crucial for success in a market, which boasts one of the highest penetrations of cell phone usage in the world.” After successfully developing and launching two IVR applications using VBVoice, Emerging Technologies was determined to tackle one of even bigger scale, the Dubai Airport. Solution Dubai Airport was determined to automate a range of its processes. Emerging Technologies was brought on board to design, develop and deploy an innovative speech recognition solution for the airport. Based on Intel, the IVR applications use a Dialogic® card and VBVoice. The applications also employ Nuance bilingual speech recognition technology (ASR), supporting both Arabic and English. Benefits “The Dubai Airport project is a landmark and will create opportunities for us in both the airport and airline industries”, Sassine Y. Mazraani, Managing Partner for Emerging Technologies. Pronexus Inc. | 200-750 Palladium Drive, Ottawa, ON, Canada K2C 1V7 | phone: +1.613.271.8989 | www.pronexus.com © 2009 Pronexus Inc. – VBVoice® is a registered trademark of Pronexus Inc. All other trademarks are properties of their respective owners.
Slide 2: Pronexus Case Study: Custom IVR Phase 1: A flight schedule application enabling passengers to enquire about flight arrival and departure times and to book or cancel flight tickets; Phase 2: An auto attendant application; Phase 3: A custom developed passenger announcement application, using text-to-speech (TTS) technology. After a development period of only four months, phase 1 was successfully deployed in January 2007, with phase 2 and 3 being scheduled for completion by May 2007. Based on Intel, the IVR applications use a Dialogic® card and Pronexus’ VBVoice. They also employ Nuance bilingual speech recognition technology (ASR), supporting both Arabic and English. Benefits “We have a great working relationship with Pronexus for over five years now”, commented Mr. Mazraani. He continued: “We are extremely happy with VBVoice and its integration with Nuance’s latest releases. The level of support we receive from Pronexus has been outstanding! We are looking forward to many more years of doing business together.” Sassine Y. Mazraani concluded: “The Dubai Airport project is a landmark and will create opportunities for us in both the airport and airline industries.” About Pronexus Since 1993, Pronexus has delivered proven voice applications and development tools that streamline business processes. Enterprises, Independent Software Vendors, Service Providers and Developers rely on Pronexus to help them integrate voice with business systems that include unified communications, customer relationship management and field service automation systems. About VBVoice VBVoice® is the only rapid application development (RAD) IVR toolkit developed specifically for telephony and speech inside Microsoft Visual Studio.NET that blends high level GUI and sophisticated programming. Service providers and in-house developers can reduce development time and bring their IVR applications to market faster with Pronexus VBVoice® 5.6. Building on fifth generation technology, VBVoice enables the creation of feature-rich speech and telephony solutions including VoIP, voice self-service, unified communications and interactive voice response IVR systems. VBVoice combines an easy-to-use visual call flow environment, with fully programmable controls. Developers can leverage familiar programming skills in industry-standard languages such as VB.NET, C# and other languages supported by Visual Studio .NET. Leveraging existing programming skills dramatically shortens the learning curve. Furthermore, developing voice applications within a .NET infrastructure future proofs the solution and enables seamless integration with enterprise systems. VBVoice supports a distributed/scalable architecture that enables users to expand the application deployment by adding more servers to the network. The architecture supports sharing of system resources among many separate applications for load balancing, independent provisioning and scalability. Pronexus Inc. | 200-750 Palladium Drive, Ottawa, ON, Canada K2C 1V7 | phone: +1.613.271.8989 | www.pronexus.com © 2009 Pronexus Inc. – VBVoice® is a registered trademark of Pronexus Inc. All other trademarks are properties of their respective owners.