Nuance Powers New Intelligent Customer Front Door Solution from Genesys

Nuance Communications, Inc. (NASDAQ: NUAN) announced today that its award-winning Nuance Call Steering TM solution has been selected by Genesys Telecommunications Laboratories, an Alcatel-Lucent company (NYSE: ALU) as one of the key providers for Genesys’ newly-released intelligent Customer Front Door™ (iCFD™) solution family. Recent studies have shown that consumers’ first impressions are indelible to how they perceive a brand or company going forward. By reducing the time a customer has to spend navigating through complicated telephone systems, companies can help improve customer relationships from the start. iCFD is geared toward helping enterprises optimize that critical first touch point when contacting customer care by simply and conveniently steering callers to their desired destination. The solution leverages Nuance Call Steering to determine caller intent and couples it with Genesys’ business rules engine to further determine routing preferences as well as the Genesys platform that monitors and controls assisted service agent disposition. "We are extremely pleased to have Nuance, a market leader in speech solutions, engaged in iCFD,” said Brian Bischoff, vice president, Genesys. "Enterprises looking to provide an optimal caller experience for their customers can gain significant benefits with implementing Genesys’ iCFD with Nuance Call Steering. It has the power to change how customers experience their initial contact with a business.” Nuance Call Steering is based on proven natural language capabilities and provides accurate and high- value routing via a single point of access. Companies and customers alike enjoy the benefit of not having to support and remember a myriad of 800 numbers. And unlike touchtone systems, whose complex menus can lead to misrouted and abandoned calls and in general a poor customer experience, the Nuance Call Steering solution allows customers to simply describe their needs in their own words for routing to a desired destination, be that a live agent or automated system. In addition to improved customer satisfaction, companies realize cost savings through higher automation of both the "front door” and destination solutions. The iCFD solution facilitates advanced self-service applications in business call centers, including the ability to: Discern the identity and intent of a caller in just a few steps Gather relevant information from data or workflow to understand the context of a call Determine how to treat callers based on established business rules Match the most relevant and available resources, including self-service, proactive notification, automatic callback or live service to deliver the best customer service experience "Nuance is pleased to extend its partnership with Genesys in delivering a comprehensive set of solutions that improve customer care interactions, drive improved business efficiencies and add business value,” said Lynda Kate Smith, vice president, Care Business, Nuance Enterprise Division. "Nuance is leading the way in developing, innovating and implementing speech recognition-based solutions that help organizations of all sizes improve how they support, communicate with and understand their customers.” The extended Nuance-Genesys partnership affords a flexible array of deployment choices that provide companies with an opportunity to leverage the partnership to meet their business operation needs and their customer experience objectives. The Nuance powered iCFD solution is available on premise, as a hosted service through Nuance’s On Demand group and as a managed solution through Nuance’s Enterprise Services team, formally Viecore, Inc. For additional information regarding the Nuance Call Steering solution, please visit www.nuance.com About Genesys Telecommunications Laboratories, Inc. Genesys, an Alcatel-Lucent company, is the only company that focuses 100% on software to manage customer interactions over the phone, web and in e-mail. The Genesys software suite dynamically connects customers with the right resources – self-service or assisted-service – to fulfill customer requests, optimize customer care goals and efficiently use resources. Genesys software directs more than 100 million customer interactions every day for 4,000 companies and government agencies in 80 countries. These companies and agencies can leverage their entire organization, from the contact center to the back office, to improve the overall customer experience. As a result, Genesys helps stop customer frustration, drive efficiency, and accelerate business innovation. For more information, go to http://www.genesyslab.com or visit the industry blog at http://www.betterinteractions.com. About Alcatel-Lucent Alcatel-Lucent (Euronext Paris and NYSE: ALU) provides solutions that enable service providers, enterprise and governments worldwide, to deliver voice, data and video communication services to end-users. As a leader in fixed, mobile and converged broadband networking, IP technologies, applications and services, Alcatel-Lucent offers the end-to-end solutions that enable compelling communications services for people at home, at work and on the move. With operations in more than 130 countries, Alcatel-Lucent is a local partner with global reach. The company has the most experienced global services team in the industry, and one of the largest research, technology and innovation organizations in the telecommunications industry. Alcatel-Lucent achieved revenues of Euro 17.8 billion in 2007 and is incorporated in France, with executive offices located in Paris. For more information, visit Alcatel-Lucent on the Internet: http://www.alcatel-lucent.com. About Nuance Communications, Inc. Nuance is a leading provider of speech and imaging solutions for businesses and consumers around the world. Its technologies, applications and services make the user experience more compelling by transforming the way people interact with information and how they create, share and use documents. Every day, millions of users and thousands of businesses experience Nuance’s proven applications and professional services. For more information, please visit: www.nuance.com. Nuance, Nuance Call Steering and the Nuance logo are registered trademarks or brands of Nuance Communications, Inc. or its subsidiaries in the United States of America and other countries. All other companies or product names are the property of the respective owners. The statements in this press release, relating to future plans or future events or services, are forward-looking statements which are subject to specific risks and uncertainties. These could involve particular market trends, competition factors and other risks described in the documents submitted to the US Securities and Exchange Commission. The actual results, events and services may vary significantly from the forecasts. The reader is warned not to rely on these forward-looking statements without reservation, since these are simply reflections of the current situation.