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UpSource to Deliver 'First of a Kind' Customer Service that Seamlessly Integrates Conversational Speech Technology with Live Agents.

Business Editors/High-Tech Writers

CAMBRIDGE, Mass.--(BUSINESS WIRE)--Feb. 2, 2004

Outsourced Customer Care Provider Offers Rapid Deployment of

Hosted Speech Service that Mixes Live Agents & Advanced Technology

that Dynamically Adapts to Changing Client Needs

UpSource, Inc. (www.UpSource.ca), a provider of high quality outsourced contact center services, today announced plans to offer a first of a kind, hosted speech service to the contact center market. The service, which is being initially implemented for a leading client of UpSource in the telecom sector, extends UpSource's focus on agent learning with speech technology that automatically adapts to caller interactions. Because it is an outsourced service, enterprise clients can take advantage of advanced speech technology without incurring significant upfront capital costs or disruption to ongoing mission-critical interactions with customers. Using unique technology from Unveil Technologies, Inc. (www.unveil.com), UpSource can build, test and deploy sophisticated speech applications in a matter of months that offer an immediate return on investment for clients and avoid the high custom consulting required of conventional speech systems.

The offering is being implemented and sold through a partnership with Unveil Technologies, a leading provider of conversational speech applications to enterprise and outsourced contact centers. The service introduces a new approach to implementing voice self service capabilities by mixing conversational speech capabilities with live agents throughout a given call. The blend of self and assisted service improves caller satisfaction and confidence, drives significant increases in agent productivity and enables the technology to dynamically adapt to changing caller needs.

"Speech has always held the promise of dramatically reduced customer service costs. But the technology's complexity, cost and ongoing custom tuning and consulting requirements have discouraged many companies," said Susan Cohen, Vice President of Sales and Marketing of UpSource. "We believe that a sophisticated, conversational speech system offered as a hosted service, uniquely integrated with live agents, as we have developed with Unveil, will entice many organizations to take a second look."

The new service is based on Unveil Technologies' Conversation Manager(TM), an award winning speech application for contact centers that adapts to customer interactions. Unveil's Conversation Manager is the only speech application that dynamically learns from real customer interactions to provide callers with a more fulfilling self service experience that gets better over time. Unveil's data-driven solutions accelerate speech application development, reduce the cost of speech tuning and maintenance, and guarantee higher satisfaction from callers. Unveil's conversational platform is integrated with the Avaya MultiVantage platform with Communication Manager software and Avaya's CTI solution (Avaya CT server and Active Telephony) at UpSource's contact center facility.

"Unveil's strategic partnership with UpSource is based on the proposition that mixing self and assisted service channels - traditionally separate resources in the call center - results in greater value, better system performance and improved caller satisfaction," states Ivan Mimica, CEO of Unveil Technologies. "By leveraging UpSource's continuous training investment in live agents, Unveil's software can significantly enhance the caller experience while dynamically learning and improving its performance over time."

The service offering will be available to additional clients in North America during the first half of 2004 using UpSource's contact center in North Sydney, Nova Scotia, Canada.

About UpSource Inc.

UpSource delivers high quality customer service and sales support for organizations of all sizes, leveraging outstanding agents and industry leading technology to service customers quickly and efficiently. UpSource delivers service with the same commitment and motivation one would expect from its own employees. UpSource stands for intelligent and cost effective customer relationship management, whether it is over the phone, delivering live support on the web, answering an e-mail, or white mail, delivered on a state of the art infrastructure. For more information visit the UpSource website: http://www.UpSource.ca.

About Unveil Technologies

Unveil Technologies provides conversational speech applications to contact centers that automatically adapt to your customers. The Company's innovative approach to contact center automation has won it recognition by the industry's analysts and publications, including 2003 Product of the Year Awards from both Call Center Magazine and Customer Interaction Solutions Magazine, Communication Solution's Best of Show Award, and awards for innovation at Giga Information Group's IT Forum 2002 and Emerging Technology Scene 2001 conferences. The Company was founded by proven entrepreneurs with a history of success in bringing to market enterprise automation systems based on advanced speech and language software. Unveil is backed by leading venture capital firms Sevin Rosen Funds, TD Capital Technology Ventures and Solstice Capital. For more information on Unveil and its products, please visit www.unveil.com.
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Publication:Business Wire
Geographic Code:1USA
Date:Feb 2, 2004
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