Sparks Medical Center Uses Nuance Speech Recognition

MENLO PARK, CA - Nuance (Nasdaq: NUAN) and Amcom, a developer of speech and web-enabled call processing, recently implemented a Nuance-powered voice activated directory assistance system, Smart Speech, at the Fort Smith, Arkansas-based hospital, Sparks Medical Center. It has reduced call-processing times by more than 20 percent, allowing the hospital's call center staff to better handle a greater number of daily calls. "Before we installed Nuance speech software into our call system late last year, our overburdened operators were racing to answer thousands of internal directory assistance calls in addition to urgent calls from the outside," said Marvin Thomas, Manager of System Telecommunications and Mail, Sparks Health System. "When speech recognition entered the picture, we were able to automate directory look-up requests for our 4,600-person database. Now, our operators can apply their energy toward more urgent matters and complex requests." "Fast and scalable, the Amcom-Nuance solution is ideal is for customers such as Sparks that demand the utmost in reliability," said Ron Croen, President and CEO, Nuance. "In addition to drastically reducing costs, and bringing about a rapid return on investment, voice-driven applications such as Amcom Smart Speech also result in increased customer satisfaction, as requests are dealt with quickly and efficiently."