Automation in Directory Assistance – How to Improve Profitability Brad Schorer - VoltDelta SpeechTEK West February 22, 2007

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 2 Volt Delta Resources, LLC  Global Player In Operator & Directory Information Services  Worldwide Presence - Installations In:  Over 36,000 Operator Positions  Over 100 Customers in 30 Countries  Over 4 Billion Directory Requests/Year  Hosted Database/Automation Supplier  Over 1 Billion Transactions Processed Yearly  High Quality International Databases  Our Systems Support More DA/DQ Automation Than Any Supplier  End-To-End Supplier Of Technology  Design & Development  Integration  Installation & On-Going Support  Division of Volt Information Sciences (NYSE: VOL)

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 3 Automation in DA  Automation has been widely accepted in the US market  Challenges in Europe due to concerns about customer satisfaction; automation rates of different languages; etc.  Wireline automation has driven substantial costs savings  Regulation prevents creativity through traditional channels  Ad Pays under separate number allows for unique service offering  Wireless DA automation is more valuable and allows for feature differentiation  Additional functionality is available to increase overall usage Capture location based information SMS/MMS/WAP delivery More specific search criteria using enhanced data –Hours of operations, credit cards, menus, reservations, etc.  Profitability = (increased revenue) – (lower costs)

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 4 Complex Task Automation Rates There have been significant advances in complex recognition tasks in recent years. Automation rates are improving rapidly.

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 5 Directory Assistance Automation – Moving Forward  Automation is not a complete solution for profitability unto itself  Integration with multiple solutions, technologies, and content present the best customer satisfaction  DA requires complex integration of multiple systems  May need to integrate into multiple speech platforms during a single call Requires switch control for call control and routing  Manage the satisfaction of many stakeholders Callers Carriers/Service Providers Agents Technology/Automation Providers  Using automation + integration with agents + deeper content/data + switching + mobility options = high customer satisfaction & increased $$$

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 6 Automated Systems Need to be Integrated with Multiple Systems Call/ Information Manager Automation Platform Soft-SwitchMedia Gateway DA Automation AD Delivery IVR/ Information Delivery AD Manager Call Detail Records Personal Profile National Search Op Stats Enhanced Content IP Network Carrier Network Agent Workstations Carrier Contact/Information/Automation Integrated Platform Automation Platform Mobility Gateway

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 7 Revenue Drivers  Make services more interesting and interactive using Automation  Personalization Help caller set preferences (language, locality preferences, etc) Service Providers can segment callers and provide customized service  Mobile Delivery of requested listing Attach maps, directions, videos, specials & coupons as requested by user  Directions over the phone Use automation to provide directions to caller  Ad Pays as a separate, but complementary, channel Economic benefit to customer to drive more usage Enhanced revenue opportunities to provider Challenge is to bring in new callers while limiting cannibalization of existing services  Enhanced Data/Content Business Category Reviews Coupons/Specials/Discounts  Ongoing Alerts to deliver content via call or SMS Traffic, weather, etc  Personal Directory Look up your personalized directory of information

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 8 Revenue Drivers - Continued  Create New Channels for Inquiries  Ad Pays Estimate of million calls per month being generated  In-Car Navigation  Local Handset applications  IP TV / Cable companies  Deliver Sticky Content for use by Automation  Drive value of directory assistance by providing additional content  Capture caller info to deliver content using SMS/WAP/MMS Remind caller of utility of service [also allows for provider branding]  Create interactive concierge services Reservations (restaurant, hotel, airlines) Tickets (concerts, movies, etc) Entertainment (ring tones, MP3’s, etc)  Location Based Services  Capture user-specified location  Poll network for user location to enhance service

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 9 Cost Savings  Improve service offering at lower costs  Operator/agent efficiencies - Store & forward; agent display strategies Recommended search results based on automation Save time for agent search input Provide search clues and visual indicators Audio whispers and audio tags  Integrate with best solution for each call component For example, different technology providers may each own a separate piece of the automated call flow  Speed to Market with Hosted Systems Good platform to roll out new services Service Provider retains complete control of application Less expense than complete integration into existing production platforms Tear down and rebuild is easy  Expanded services by pairing with additional technologies Guide technology Mobility solutions Additional access methods Additional delivery options

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 10 Case Study – Ad Pays  Ad Pays has made a noticeable impact on the DA market  Lots of players involved or evaluating the market  AT&T – 800-Yellow Pages  Jingle – 800-Free-411  800-SAN-DIEGO  SAVE  FIND  Tellme by Mobile (handset based)  Vsearch (handset based) – InfoNXX and VoiceSignal  TeleCommunications Systems (handset based)  Additional carriers and internet portals exploring market  Volumes exceeding million calls per month  Ad servers used to serve advertising into the call flow  Front and back-end ad sponsorship  Business category or listing-specific ads  SMS delivery

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 11 Case Study – Ad Pays Cont’d  Involve automation with operator back up (in some case)  Voice user interfaces are improving  Most do not have solid integration with operator, if at all  Ad strategy is key to success – need to obtain enough ads to generate revenue Leverage existing assets (publishing groups or internet ad portals)  Keys to Success  Low costs of call through high automation rates and low operator costs  High volume and value of advertisements  Brand recognition of phone #  Accuracy and value in local search and content  Successful service to drive consumer call volume to generate ad revenue

Copyright © 2007 Volt Delta Resources, LLC. All Rights Reserved 12 Summary  Automation is a critical component to directory assistance and will be a continuous driver of profitability in the future.  Increased automation rates increase margins  More functionality will entice more callers  Automation is essential for Ad Pays model except in cases: Service is focused very locally (800 SAN DIEGO) Off-shoring is used quickly and effectively  Integration is key to deliver new services and costs savings throughout the call flow.  Improve revenue and call volume by using automation to introduce new services