Opening Spiel:

Thank you for calling Nuance Customer Support. This is Anne. May I have your full
name please?

How would you like to be addressed? Should I adress you with your first name?

Hi ---, how may I help you today?

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Offer Assistance:
I see that you are having problems with your software download.
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Acknowledgement:
I'm sorry for that but no worries, I'd be happy to help you.
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Verify Customer Info:
So first, may I have your phone number and email?

Do you have your serial number with you?

Can I also get your serial number?

(if no serial number ask for billing address and order number) (K for professional,
D for home)

Alright, so you are using dragon ---. Is that correct?

Okay, thank you for providing your details.

(if no serial number, give them their serial number)

Okay ---, from our system I can see your serial number, it is (K for professional,
D for home).
Got it? Perfect.
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Probing:
(if may other device-transfer) May I know how many computer is the software
installed?

(if new device-download) If I am understanding correctly, this is your first time

installing it in a computer?

(always ask)
Are you in front of your computer right now?

May I know what operating system are you using?

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Resolution:
What we will do is, I can send you an email with the instructions on how to
download it or I can walk you through the process of downloading it directly from
our website? What would you like for us to do?

(if email) Okay, I just sent you an email, kindly check it on your end? If it is
not visible on your inbox, will you please check your spam folder?

(if walk-through) Okay, I will walk you through it. Kindly input this link on your
screen. www.download.nuance.com.

(if may serial number) Alright, you can now input your activation code in the 5
boxes in your screen, your activation code is the serial number that is written at
the back of your CD sleeve. So be mindful that it consists of 18 alphanumeric code
and it contains the number zero and not the letter O. Did you get it?
(if no serial number) Okay since you don't have your serial number with you, let me
send you an email containing your serial number from our system.
Got it?
Alright, so you can now input your activation code, your activation code is the
serial number that I just sent you through email.

Great. Thank you for that, I appreciate your patience.

Okay ---, so once you're done downloading it, I will now send you an email on how
to install it on your device. Kindly check it for me please?

Great.
I would also recommend for you to transfer a copy to a USB flash drive and keep it
for future use. Okay?

I would like you to know that the license can only accomodate two devices, so if
you want to transfer the software to a different computer, you need to uninstall it
first in your previous computer and please note that you have to be connected to
the internet while uninstalling or downloading the software. Okay?

Alright, is there anything else I can help you with?

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Survey and Closing:
Great, so ----, after this call there will be a short survey. We would appreciate
it, if you take time to answer it for us.

Perfect.

Okay ---, thank you for calling Nuance Customer Support, again, this is Anne, have
a good day ahead.