For those who want to know more about the benefits of implementation The
Two-piece document set including case studies.
Voice recognition x generative AI
Contact center operations
Dramatically more efficient
AmiVoice Communication Suite converts all calls into text in real time,
Automate response quality evaluation, sentiment analysis, summary generation, etc.
We provide thorough support for improving the efficiency of contact center operations.
* Source 1: Fuji Chimera Research Institute, "Future Outlook for Operations/Outsourcing Evolving with AI/BPaaS 2026," AI for Contact Center Business Support (SaaS type, based on value, FY2025 results)
* Source 2: ITR "ITR Market View: Image and Voice Recognition Market 2025" Voice Recognition Market - Vendor-Specific Sales Share for Contact Center Operations (FY2025 Forecast)
600 companies have adopted the system.
Over 90,000 licenses!
Over 90,000 licenses!
All calls converted to text
Resolving Contact Center Issues
Reduce after-call work
All conversations between operators and customers are converted into text and generative AI is used to significantly reduce the work of creating response histories.
Improve customer service quality
The monitoring and chat functions allow for rapid escalation and thorough follow-up with operators.
Utilizing customer feedback
(VOCs)
(VOCs)
By converting all calls into text, you can now use all of the customer feedback that you have previously missed for marketing analysis.
Compliance check
Efficiency
Efficiency
This enables the resolution of "said/not said" disputes and the rapid identification of risky calls, strengthening compliance.
Introduction Results
Reduce after-call work
01
Post-processing timeMore than 50% reduction,
Number of incoming calls8000 increase
Number of incoming calls8000 increase
Call centers in designated cities
The average post-processing time per call was reduced from 1 seconds to 56 seconds for inquiries and from 19 seconds to 35 seconds for main exchange operations, achieving an improvement rate of more than 16% compared to the previous manual input method. The number of calls received increased by approximately 50 per month, and the number of overflow calls decreased.
Increase sales
02
By visualizing sales talk
Improved conversion rate from 24% to 50%
Improved conversion rate from 24% to 50%
SCSK Serviceware Corporation
Using voice recognition, we focused on the effect of the order of topics and the weighting of topics in sales talks on the success rate, and conducted a comparative analysis between high and low performers. We were able to easily and quickly extract the points of interest, and by implementing improvements, we were able to double the success rate.
Improve customer service quality
03
From the results of sentiment analysis
Talk script revision
Customer "delight" increased fourfold
Talk script revision
Customer "delight" increased fourfold
SKY PerfecTV Customer Relations Co., Ltd.
Emotion analysis was used to compare the difference in customer emotions before and after improvements were made to the conversation script used to ask about cancellation reasons. After the improvements, customer happiness was four times greater, and the revised conversation script enabled responses that were more sympathetic to customer emotions.
Improving the efficiency of monitoring operations
04
In half the time
Approximately 150 times more monitoring
Approximately 150 times more monitoring
SB Payment Service Co., Ltd.
It has become possible to monitor 150 times as many calls in half the time it took before. In addition, the call content is automatically scored using an evaluation function based on HDI standards, which has made feedback clearer and led to quality improvements.
Operator support utilizing generational AI
Generative AI x Contact Center Optimal Solution
AI supports the entire business process, from during the call to after the call.
Multiple AI generators analyze call content, creating feedback checks and proposed answers. This allows operators to receive support at the optimal time without requiring any special operation. It covers the entire contact center workflow, from during the call to post-call processing.
AI assistant function
Real-time support from operators drastically reduces the burden on on-site staff.
Real-time support
AI agents automatically perform FAQ searches, information extraction, and knowledge presentation.
Even complex and advanced processes can be handled easily.
Multiple AI systems automatically collaborate to enable complex processing.
Automation of subsequent tasks
The extracted information is automatically linked to the CRM, reducing after-call work.
Flexible connection to various generative AI services
In addition to the secure local LLM (local generation AI) for contact centers, the latest generation AI services can also be connected. You can use them separately or in a hybrid configuration depending on your needs.
Local LLM
＆ High security
Customization
High accuracy
Cloud LLM
latest technology
High-performance and diverse services
Free prompt settings
Integration with generative AI services such as Azure OpenAI, Claude, and Gemini.
Abundant functions
Equipped with a wide range of functions, it thoroughly supports improving the efficiency of contact center operations.
In real time
Call Text Display
- Real-time processing
Real-time call text display
Collaboration with generative AI
Streamlining post-processing tasks
- Real-time processing
- Batch processing
Streamline post-processing work by linking with generation AI
Multiple calls with seating plan
Real-time visualization
- Real-time processing
Real-time visibility of multiple calls on seating chart
Quality of response for every call
Automatic scoring
- Real-time processing
- Batch processing
Automatically score the quality of every call
Keyword spotting
Automatic pop-up of documents
- Real-time processing
Keyword spotting automatically pops up documents.
Voice recognition and emotion analysis results
See it at a glance
- Real-time processing
- Batch processing
Voice recognition and emotion analysis results can be checked at a glance
With the help function
Notify SV immediately of the situation
- Real-time processing
Help function immediately notifies SV of the situation
In all conditions
Quickly find the call you need
- Real-time processing
- Batch processing
Quickly find the calls you need by any criteria
Technical terms can be easily registered
Improved recognition accuracy
- Real-time processing
- Batch processing
Improve recognition accuracy for technical terms with simple word registration
Customer Harassment Detection and Countermeasures Package
Six functions of the Communication Suite have been customized for customer harassment detection and countermeasures.
A special package that combines a locally generated AI customer harassment information extraction model.
We provide strong support for customer harassment countermeasures, reflecting the know-how of 500 companies that have implemented our system.
For those who want to see the actual operation in a demo The
Contact us
Why AmiVoice is chosen in contact center environments
01
High recognition accuracy
The voice recognition engine has accumulated resources based on numerous implementation results, and converts voice to text with extremely high accuracy. Technical terms and abbreviations can also be converted smoothly and with high accuracy.
02
With a wide range of functions
easy-to-use interface
easy-to-use interface
Not only does it have intuitive operability that allows you to efficiently access the information you need, but it also comes equipped with functions optimized for contact center operations.
03
API integration
Achieve more efficient operations
Achieve more efficient operations
The API allows us to link with a variety of external systems and other companies' cloud services, enabling us to flexibly build systems that meet our customers' ideals.
04
Supports a variety of operational configurations
It can be operated in a variety of ways to suit the customer, such as cloud or on-premise, real-time or batch recognition, etc. It supports both server recognition and client recognition.
API integration with a wide range of external systems
It can easily be linked with various services, making your work more efficient.
Generative AI System
- Real-time processing
- Batch processing
Streamline post-processing work by linking with generation AI
After the call ends, the text of the call data is automatically generated and processed by AI, and then displayed on the screen.
You can copy the results with one click and paste them into the required place such as a CRM system, or you can automatically link them using an API.
It is also possible to select the generative AI model to use for each item, such as "summary," "FAQ creation," "address," and "phone number."
CRM system
- Real-time processing
- Batch processing
API integration: CRM system
You can display the call recognition results in real time on the CRM screen.
CTI integration: CRM system
By customizing the CRM system, such as by adding a "voice recognition result display button," it is possible to display the call details screen with one click from the customer management screen. By linking with the CTI system, each system can be managed with the same call ID, so customer management and call details data can be automatically linked without the need for operators to manually copy and paste as in the previous pattern.
Summary System
- Real-time processing
- Batch processing
API integration: Summary system
It is possible to link with an automatic summarization system.
During the call, speech recognition is performed in real time, and after the call ends, an automatic summary system* performs a summary. The results can be partially corrected as necessary, and can be attached to CRM with one click, which is expected to significantly reduce the time it takes to create a response history.
Text mining
System
System
- Real-time processing
- Batch processing
API integration: Text mining system
Many call centers use call history as the source data for VOC analysis, but there are many cases where sufficient VOC cannot be obtained due to the operator's subjective opinions and necessary information being omitted. By converting the conversation into full text and analyzing it, it is possible to grasp even the detailed needs of customers that could not be obtained before, and use this information for planning new services, etc.
Proven operational IP-PBX and cloud PBX services
- Avaya Communication Manager Series
- OKI CTstage series
- NEC SV Series
- NEC Aspire Series
- Genesys PureConnect
- Genesys PureCloud
- Genesys Cloud
- CT-e1
- Fujitsu CL series
- Fujitsu LEGEND V Series
- Link BIZTEL
- AmazonConnect
- Bright Pattern Contact Center
- Collabo @nyplace
- Asterisk
We have experience with cases other than those listed above. Please contact us for details.
Customer Reviews
BuySell Technologies Co., Ltd.
Reduced the time required to review recorded data by 80%, achieving improved quality and increased efficiency.
Metropolitan Expressway Co., Ltd.
Customer Harassment Prevention Manual x Voice Recognition System to Improve Customer Center's On-site Capabilities
HimejiHimeji City, Hyogo Prefecture
Reduced overtime hours spent on recording telephone consultations by 66%
Yamato Contact Service Co., Ltd.
Achieving VOC acquisition and improving customer service quality by introducing cloud services
Persol Business Process Design Co., Ltd.
Automatic call evaluation function for monitoring improves the efficiency of evaluation work and response quality
JAL Card Co., Ltd.
Real-time voice recognition dramatically improves the efficiency of call center operations
Direct Solutions Co., Ltd.
The first use case in the insurance outbound telemarketing industry!
Greatly streamline the process of checking successful calls!
FAQ
What is the recognition rate of the voice recognition?
Generally, when speaking politely and clearly, like a call center operator, the recognition rate is over 90-95% on average. On the other hand, when speaking casually, such as when speaking to a customer or on an internal line, the average rate is around 80-90%.
How is the recognition rate of voice recognition calculated?
It is calculated by comparing what was actually said with the text of the speech recognition results.
If every single character matches, the recognition rate will be 100%. If characters are inserted, deleted, or replaced, the recognition rate will decrease.
For example, if "Osewa ni namasu" is recognized as "Osewa ni shite natte," then for the eight correct characters, one character is replaced by "su" to "shi" and one character is inserted, resulting in a recognition rate of (8-1-1) ÷ 8 = 75%.
Can you recognize industry-specific terminology?
Yes, it is possible. Technical terms and proper nouns can be recognized by voice recognition by "word registration." You can easily register words yourself.
Does the app support speech recognition for dialects?
Differences in intonation can be recognized without any problems. However, for words and phrases specific to dialects, such as saying "thank you" instead of "thank you," it is necessary to register the words and train the speech recognition engine.
Are there any methods or tips to improve the recognition rate of voice recognition?
The following methods can be expected to improve recognition rates.
■ Word registration
Accuracy can be improved by registering technical terms and company terminology. Customers can easily register words themselves.
■ Individual tuning of the voice recognition engine
Our expert staff can improve the recognition rate by having the speech recognition engine learn the content of conversations at your contact center.
■ Operational improvements
You can improve the recognition rate by paying attention to the following:
Speak clearly and articulately
Set the recording volume appropriately
Maintain an appropriate distance between the headset and your mouth
Is a trial available?
Yes, we can do a proof of concept (POC) with a small number of seats. We can also provide you with pre-recorded voice data to test voice recognition. For details,Contact Us.
Can it be implemented in a small call center?
Yes, it is possible. We will make the best proposal based on your budget and scale. For details,Contact Us.
Is there a security issue with the call data handled by the generation AI?
Depending on your security requirements, you can choose between a local LLM that can be used in a local environment or a cloud-based generation AI. Local LLM does not require sending call data to an external cloud, and can be processed safely within the company's network. This reduces the risk of data leaks, even for highly confidential customer information and call content.
What makes it different from other companies' voice recognition systems?
AmiVoice Communication Suite uses a speech recognition engine specialized for contact center conversations. Utilizing the extensive learning data accumulated through implementation in over 600 companies, it can convert call content into text with high accuracy.
It also supports individual tuning to suit your business operations and call characteristics, further improving speech recognition accuracy. It also supports the use of generative AI to summarize call content, generate Q&A, and automatically extract customer information. Depending on your security requirements, you can choose between local LLM, which can be used in a local environment, or the latest cloud LLM, and even combine the two for hybrid operation.
What is the configuration of the voice recognition system?
It supports both cloud and on-premise systems. You can also choose between real-time processing and batch processing. It can be flexibly constructed to suit your needs and environment. For details,Contact Us.
If you want to get started easily with simple functions
AmiVoice®
MediaScriber Cloud
Upload audio files to convert them into text. Recommended for those who want simple functions and low cost operation.
Can be implemented in as little as five business days
Service can be started in as little as five business days after application. You can use it as much as you need, whenever you need it.
Low cost because only the audio you need is used
By picking up the necessary call recordings and processing them with voice recognition, operation can be carried out at low cost.
Simple and easy to use
You can easily convert audio files to text by simply uploading them from the web. No complicated operations are required.
News
-
2026/07/08NewsWe will be holding the 12th AmiVoice® CTI FORUM, a user-exclusive event, on Friday, July 24th.
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2026/06/30NewsCustomer speech recognition accuracy significantly improved: End-to-end speech recognition engine added to "AmiVoice® Communication Suite"
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2026/06/26NewsWe will be exhibiting and speaking at "ContactCenter MashUp BOX 2026".
Reduce the burden and improve quality.
Why not start operating a next-generation contact center?
Implementation effects, functions, and use cases
Two-piece set of easy-to-understand materials
Demo demonstrations and pricing, etc.
Feel free to come just to gather information!
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