ST. PETERSBURG & BOCA RATON, Fla. -- Speech Recognition Technology Is Faster, Friendlier & More Cost-Efficient Way to Manage Expanding Call Levels

Danka Business Systems PLC (NASDAQ: DANKY) and NetByTel, Inc. today announced that Danka has deployed NetByTel's voice activated Service Request Line in its 180-person ISO certified call center located in St. Petersburg, Fla. Danka's Customer Support Center currently handles more than 80,000 call-in customers every month, of which NetByTel is already managing more than 65,000 request calls.

Customers choose to do business with companies that provide the products and service they need and deliver an outstanding experience. Customers expect excellent service and will quickly abandon a business relationship when service quality does not live up to their expectations, even when the products are adequate. NetByTel's voice activated Service Request Line enables Danka's customers to request service on their office equipment in a faster, friendlier and more cost efficient way delivering on the Danka customer's expectations.

In addition, by utilizing NetByTel's voice-activated Service Request Line to handle all of the basic calls, Danka's customer service agents will be able to spend more time on complex calls furthering the customer experience. This enables call-in customers to have their service requests handled more efficiently and in less time.

Danka's success rate is one of highest of any in the speech industry. The combination of Danka's knowledge of the customer and NetByTel's human factors experience combined to create one of the best applications deployed today. Only a handful of the callers truly have difficulty using speech as input, and they are transferred to customer service representatives early in the call.

"Danka's Customer Support Center is the 'crown jewel' within our organization, and the success of NetByTel's Service Request Line is a key component in realizing our call center strategy," said Michael P. Holohan, vice president of customer operations for Danka. "Best of all, NetByTel's

solution enables Danka to better satisfy increasingly demanding customers while decreasing costs through operational efficiencies."

One of the items Danka saw as a key differentiator for NetByTel was the company's investment in research and development. "NetByTel has made a significant investment in product development, and continues to improve their product to make sure it delivers solutions that address real-world business challenges," said Holohan.

"We are extremely pleased to have partnered with Danka to help them better service their customers in this increasingly competitive marketplace," said Ken Jackowitz, NetByTel's executive vice president & chief customer officer. "We understand that Danka's primary goal is to provide nothing less than superior service each and every time they interact with a customer, and NetByTel is excited to be a part of that strategy."

"NetByTel's unique Service Request Line maintains a superior level of recognition accuracy considering the amount of responses that can be generated, while allowing the caller to speak as naturally and comfortably as they would to a live agent," added Jackowitz. "All call-in customers have to do is simply speak their equipment ID number, verify product and account information and indicate what problem they are experiencing. The service request is then submitted, and the customer is called back with the service date and time. Certain types of calls are automatically routed to a 24/7 live agent, including customers with priority service contracts and duplicate accounts at a single location."

"NetByTel also offered the added benefit of being a managed speech solution, which allowed Danka to quickly get the Service Request Line up and running in less than 60 days. It also eliminated the need for Danka to make any capital investment in hardware or software and assures that it is running the most state-of-the-art speech recognition technology under the watchful eye of NetByTel's highly skilled and experienced staff," said Jackowitz.

About Danka:

Danka delivers value to clients worldwide by using its expert technical and professional services to implement effective document information solutions. As one of the largest independent providers of enterprise imaging systems and services, the company enables choice, convenience, and continuity. Danka's vision is to empower customers to benefit fully from the convergence of image and document technologies in a connected environment. This approach will strengthen the company's client relationships and expand its strategic value. For more information, visit Danka at www.danka.com.

About NetByTel:

NetByTel(R) delivers the best telephone self-service experience for callers. NetByTel solutions use speech recognition to answer calls that are currently handled by a live agent, providing its clients with several competitive and bottom line advantages, including increased revenue opportunities, reduced operating expenses, increased gross margins and 24 x 7 service availability. As an industry leader in speech recognition call center software, NetByTel provides a true multi-channel leverage point for its wide variety of retail, catalog, direct response, publishing, travel/hospitality, finance and manufacturing clients. For more information, visit the Company Web site at www.netbytel.com.

NetByTel, the NetByTel logo and VoiceServ are trademarks of NetByTel, Inc. All other products or services mentioned are the property of their respective holders.

Danka is a registered trademark and TechSource is a trademark of Danka Business Systems PLC.