America first credit union in utah

Business/Technology Editors

SpeechWorks International, Inc. (Nasdaq: SPWX), the global leader in speech recognition and text-to-speech (TTS) technologies and services, today deployed a speech-enabled application for America First Credit Union (AFCU), the largest credit union in Utah. America First serves 309,997 members and has over $2.2 billion in assets. The SpeechAccess(TM) self-service application allows AFCU members to access account information and conduct transactions simply by using their voice. SpeechWorks delivered the application on an InterVoice-Brite (Nasdaq: INTV) platform with a SpeechWorks Here Guarantee(TM), a money-back commitment to deliver caller satisfaction and on-time delivery.

"Speech is a vital component to our goal of offering our members the most advanced technology and solutions to meet their financial needs," said Rich Syme, vice president of automated services at AFCU. "Operating in a highly competitive market makes `time-to-market' a top priority. We wanted an intuitive and easy-to-use speech service that we could augment with additional offerings to our members in the future. The SpeechWorks Here Guarantee made the difference--SpeechWorks understood what was important to us and delivered on its guarantee."

When AFCU members call 1-800-288-7896, they are greeted by a friendly and helpful speech-enabled auto attendant, who effortlessly guides them through their financial transactions over the telephone using voice commands. To access a member account, the SpeechAccess system prompts the caller to say their account number or social security number and four-digit personal identification number (PIN). AFCU members can then perform several financial transactions and take advantage of services such as account balance and history, account payments, funds transfers, change address, stop payment, report lost or stolen credit cards, open new accounts, and more.

"Speech in financial service applications is a powerful way to increase customer service and reduce costs," said Jerry Silva, principal analyst, The Tower Group, a leading financial services analyst firm. "America First Credit Union's new speech application is comprehensive, allowing callers to perform a wide array of transactions simply by navigating with their voice. AFCU and SpeechWorks are leading the industry by creating an application that really makes life easier for thousands of people."

SpeechAccess guides the caller through a menu selection to perform the desired transaction. For example, if the caller wishes to transfer funds from one account to another, the system will ask for the source account number, then the destination account number, followed by the transfer amount. The system also supports natural language shortcuts, which allow the caller to speak in a more conversational tone to request a transaction. For example, a caller may say "transfer one hundred dollars from savings to checking" to execute the same transaction as described above.

"AFCU has clearly established itself as a technology leader in the credit union industry with its aggressive speech strategy and commitment to continually improve its member services," said Steve Chambers, chief marketing officer at SpeechWorks. "Speech offers callers greater flexibility and faster, friendlier service than touch-tone systems. AFCU members will benefit from using the speech interface to complete self-service banking transactions from any location, at any time of day."

AFCU Maximizes Caller Adoption of Speech Service

AFCU worked with SpeechWorks to design, develop and deliver the application with a SpeechWorks Here Guarantee, the industry's first results assurance program. AFCU also participated in the SpeechWorks Here Market Accelerator Program (MAP)(TM), whereby AFCU consulted SpeechWorks about its speech service go-to-market strategies and launch tactics.

As a result of the MAP session, Jeff Hornacek, former NBA all star and company spokesperson, hosted a corporate event and introduced the SpeechAccess system to AFCU employees and provided them with marketing incentives in early June. AFCU will market the new speech service to its members through a series of radio and newspaper advertisements, television commercials, transit advertising on the side of city buses, as well as in-cinema commercials starting in early July. The ads will feature a variety of callers interacting with SpeechAccess. In one commercial, Jeff Hornacek demonstrates the ease and convenience of using SpeechAccess at the same time he is doing yard work.

About America First Credit Union

America First Credit Union (AFCU) is a non-profit organization that serves its 309,997 members as a credit cooperative. Its operating philosophy is employees, people just like you, helping members secure their financial future. Aside from providing the best rates and terms possible and treating members with respect and consideration, AFCU's ultimate goal is to provide its members with financial services of a superior quality. One of their primary missions has been to use automation and technology to support a highly trained group of volunteers and staff. With assets totaling over $2.2 billion, AFCU is the largest credit union in Utah and is currently ranked as the fifth largest financial institution in the state.

About SpeechWorks International, Inc.

Through the power of SpeechWorks technologies, the human voice is all a person needs to access instant information and conduct transactions from a phone or communications device. Around the world, customer service innovators such as America Online, Amtrak, Credit Suisse First Boston, Thrifty Car Rental and Yahoo! are realizing returns on SpeechWorks applications that consistently delight and serve customers 24 hours a day. With over 170 partners, SpeechWorks (Nasdaq: SPWX) delivers natural language speech recognition, speaker verification and text-to-speech (TTS) solutions to leading corporations, telecommunications providers, device manufacturers and government organizations worldwide. For a description of our products, services and unique customer programs such as the SpeechWorks Here S.T.E.P.(TM) (Speech Technology Evaluation Process) program call 617.428.4444 or visit www.speechworks.com.

SpeechWorks, SpeechAccess, SpeechWorks Here Guarantee, SpeechWorks Here Market Accelerator Program and SpeechWorks Here S.T.E.P. are trademarks or registered trademarks of SpeechWorks International, Inc. in the United States and other countries. All other trademarks are the property of their respective owners.