Quantitative evaluation of all calls reduces the burden on managers and improves employee satisfaction
Advanced Media Corporation (Head office: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media") provides the No. 1 domestic market share※ 1Utilizing AmiVoice Communication Suite, an AI voice recognition solution for contact centers, Altius Link Co., Ltd. (Headquarters: Shibuya-ku, Tokyo, President and CEO: Hajime Wakatsuki, hereinafter referred to as "Altius Link") will begin offering the "All Audio Source Quality Automatic Evaluation Assessment Service" on Thursday, July 2025, 7, which will enhance quality management at contact centers.
Overview of the "All Audio Source Quality Automated Evaluation Assessment Service"
In the contact center industry, improving response quality while increasing operational efficiency is an important management issue for sustainable growth. In this environment, the traditional "sample evaluation" method, which evaluates only a portion of calls, has revealed problems such as variation in evaluations, excessive burden on managers for evaluation work, and pressure on time allocated to operator training. In addition, because the entire response is evaluated based on a portion of calls, there is also the issue that operators find it difficult to be satisfied with the evaluation and feedback.
Advanced Media's No.1 domestic market share※ 1AmiVoice Communication Suite, an AI voice recognition solution for contact centers, comes equipped with an automatic response quality evaluation function as a standard feature. It automatically detects inappropriate words, explains important matters, and judges whether speaking speed, timing, etc. are appropriate, making it possible to evaluate response quality for all calls without being influenced by the manager's subjective opinion.
At Altius Link, we have built an automatic evaluation model for all calls using AmiVoice Communication Suite through actual operation at the KDDI Customer Center. Using this model, we have reduced the evaluation man-hours of managers by approximately 6%, allowing them to focus on more productive communication, such as interviewing and training operators. In addition, operators can now receive quantitative evaluations for all calls, which not only improves on-site productivity but also increases employee satisfaction (ES) and realizes continuous quality improvement.
This initiative was awarded the Best Technology Award at the Contact Center Awards 2024 as an outstanding initiative and achievement in contact center operations.※ 2Now, we are making this successful model more generalizable and beginning to offer it as a solution that can be utilized by even more companies.
The "All Sound Source Quality Automated Evaluation Service" is a comprehensive solution that is rare in Japan, offering everything from the creation of a custom-made evaluation model for each company based on the assessment, to the automatic evaluation of all calls, and effectiveness verification and tuning.※ 3It significantly reduces the workload of managers while improving the quality of operator evaluation and training, employee satisfaction (ES), and realizing continuous quality improvement.
Features of the "All Sound Source Quality Automatic Evaluation Assessment Service"
1. A custom-made evaluation model based on an equation that produces results
Based on past success patterns, experts with many years of contact center know-how will design evaluation criteria according to the industry and business of the client company. Based on the client company's unique talk scripts, audio sources of highly rated responses, and assessments, we quantify standards from multiple perspectives, such as speech content, speed, and timing, and design a custom-made evaluation model. We achieve flexibility and solid results that cannot be obtained with general-purpose templates.
Evaluation model image
2. Consistent support from implementation to establishment and training
More than just a tool, after implementation, we check the correlation with response evaluation and tune the evaluation model to enable even higher accuracy. We can also provide tools to support feedback to operators and BI dashboards for quality evaluation upon request. We provide the kind of support that only Altius Link can provide, by establishing an improvement cycle in the field and realizing independent operation.
Image of delivery
3. No additional development costs, ready to be deployed immediately
The evaluation model is built using the "automatic response quality evaluation function," a standard feature of the "AmiVoice Communication Suite," an AI voice recognition solution for contact centers. Therefore, companies that have adopted the solution do not incur any additional development costs, allowing for smooth, low-cost implementation.
■ "All Sound Source Quality Automatic Evaluation Assessment Service" service site
https://www.services.altius-link.com/services/assessment/soundsource-automatic-evaluation/
Advanced Media will continue to use AI voice recognition and other technologies to contribute to improving work efficiency, reducing turnover rates by maintaining operator motivation, improving customer satisfaction by improving customer service skills, and reducing the evaluation time required by managers.
About "AmiVoice Communication Suite"
"AmiVoice Communication Suite" has the No. 1 domestic market share※ 1It is an AI speech recognition solution for contact centers. In addition to converting the entire contents of calls into text, it has many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by managers, and support for callers by displaying materials, helping to visualize call contents, improve work efficiency, and improve response quality.
We offer cloud and on-premise versions, as well as real-time and batch recognition processing, allowing for flexible operation regardless of the number of seats or scale.
As an option, it is possible to seamlessly link with a generation AI that can be used securely in a local environment or various cloud-based generation AIs. It can be used for automatic summarization, VoC extraction, etc. according to the business content.
https://www.advanced-media.co.jp/lp/communication-suite/
About Altius Link Co., Ltd.
Altius Link is a joint venture between KDDI and Mitsui & Co., Ltd. With approximately 100 bases in Japan and overseas, the largest in the industry, and a diverse workforce of approximately 56,000 people (consolidated), Altius Link offers a BPO business that helps clients solve their real problems, including contact centers and back offices, by leveraging the know-how, service capabilities, and technology of the company.
By constantly designing new era CX through digital BPO services that combine high added value human services with the latest digital technology, we aim to provide our customers with a better communication experience and realize business growth for our client companies.
https://www.altius-link.com/
*1 Source: ITR "ITR Market View: Image and Voice Recognition Market 2024" Voice recognition market - Sales share by vendor for contact center operations (FY2024 forecast)
*2 Winner of the "Best Technology Award" at the "Contact Center Awards 2024"
https://www.altius-link.com/news/detail20240924.html
*3 Based on AltiusLink research at the time of release.
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