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Dragon Naturally Speaking Reviews - 2005


ScanSoft Powers Premier Travel Inn UK Speech-Based Booking System

ScanSoft’s Automated System Increases Customer Care And Supports Premier Travel Inn’s Rapid Growth Plans

Peabody, Mass. and Ghent, BELGIUM – May 12, 2005 – ScanSoft, Inc. (NASDAQ: SSFT), the leading supplier of speech and imaging solutions, today announced that Premier Travel Inn, the UK’s leading value hotel company formed by the combination of Travel Inn and Premier Lodge, has deployed a ScanSoft® fully automated speech-based reservations system, called TINA (Travel Inn Now Automated). The application enables Premier Travel Inn customers to book a room in any of the company’s 460 hotels via a convenient and flexible room-booking management system.

TINA will play a critical role in the company’s plans to expand its business via increased room bookings. Given the dynamic nature of today’s travel marketplace, Premier Travel Inn is investing in solutions that deliver tangible operating efficiencies, helping gain an competitive advantage and reduce costs. At the same time, the company is striving to increase levels of customer care by optimizing Web investments to provide superior and more efficient services for customers.

TINA is based on speech technology and Professional Services such as application development and UI design from ScanSoft’s SpeechWorks® solutions division and is built on VoiceGenie’s voice platform. Premier Travel Inn’s new automated booking system enables its customers to easily check room availability at any one of Premier Travel Inn’s hotels in the UK and then make and confirm a booking. The automated call can take as little as three minutes to make a full hotel reservation. Once a reservation has been made, customers can ask TINA to send a confirmation text message (SMS) to their mobile, which arrives as the customer is completing the phone call.

Developed to be easy to use and easy to follow, the system is highly flexible and can recommend different locations if the desired hotel is fully booked. The provision of an alternate venue helps to ensure that callers perceive TINA as flexible and helpful, thereby exceeding expectations of a traditional automated system. 89% of the callers who stayed with the automated booking system completed their reservation, with almost 3 out of 4 saying that they would rather use TINA than have to wait in a call-line to speak to a CRS agent. Travel Inn acknowledges that there are times when callers may need to speak to a live agent, and at any time during the call, they may asked to be transferred directly. This ensures that ‘lost’ calls are kept to a minimum, and focuses on delivering complete customer service.

Trevor Elliott, Development Manager at Premier Travel Inn said, “Premier Travel Inn is very proud of TINA. In supporting our expansion plans, our expectation at the moment is that the system will grow over the next 12 months to handle up to 750,000 calls per year, and will generate approximately 200,000 hotel bookings.” He added: “Feedback indicates that TINA has been well received by our customers, with many commenting on the time it saves when making a booking, the naturalness of TINA’s voice, and the effectiveness of its natural language platform.”

Peter Hauser, senior vice president and general manager for ScanSoft International said, “Premier Travel Inn has recognized that speech automation from ScanSoft is an ideal way to manage an increasing volume of bookings as the company expands. Minimizing the pressure on Premier Travel Inn’s Customer Reservations Service, TINA also provides another positive connection and experience between Premier Travel Inn and its customers. Premier Travel Inn is among thousands of companies and organizations utilizing ScanSoft’s technology and expertise in speech to facilitate greater customer loyalty, higher sales and increased brand recognition.”

ScanSoft delivers speech applications for the real world – field-proven solutions that use the human voice to interact with information systems and devices. ScanSoft continues to gain market share through a commitment to open solutions and a partner network that spans the globe, maintaining strategic relationships with hundreds of leading technology companies, consulting organisations and system integrators.

Premier Travel Inn’s automated booking system can be reached in the UK at 0870 242 8000.

About Premier Travel Inn

Part of Whitbread PLC, the UK’s leading Hospitality Company, Premier Travel Inn is the UK’s biggest hotel network. Formed by the 2004 merger of the Travel Inn and Premier Lodge, Premier Travel Inn currently provides rooms to more than 13 million customers annually in over 460 hotels throughout the country. More information about Premier Travel Inn can be found on http://www.premiertravelinn.com.

About ScanSoft, Inc.

ScanSoft, Inc. (Nasdaq: SSFT) is a leading supplier of imaging, speech and language solutions that are used to automate a wide range of manual processes – saving time, increasing worker productivity and improving customer service. For more information regarding ScanSoft products and technologies, please visit www.scansoft.com.

Trademark reference: ScanSoft is a registered trademark or trademark of ScanSoft, Inc. in the United States and other countries. All other company names or product names may be the trademarks of their respective owners.

The statements in this press release that relate to future plans, events or performance are forward-looking statements that involve risks and uncertainties, including risks associated with market trends, competitive factors, and other risks identified in ScanSoft’s SEC filings. Actual results, events and performance may differ materially. Readers are cautioned not to put undue reliance on these forward-looking statements that speak only as of the date hereof.

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