Strengthening voice recognition solutions through API integration with "InfiniTalk" to support digital transformation of contact center operations
Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Representative Director, Chairman and President: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") has the No. 1 market share in Japan.■We have certified JMS United, Inc. (Head office: Minato-ku, Tokyo; President and CEO: Yuta Kuramoto; hereinafter, JMS United) as a solution partner for AmiVoice Communication Suite, an AI voice recognition solution for contact centers. In addition, we are pleased to announce that we have officially started system integration (API integration) with InfiniTalk, a voice communication platform provided by JMS United.
"AmiVoice Communication Suite" is the No. 1 domestic market share solution that uses AI voice recognition AmiVoice to easily automate tasks such as real-time text conversion of all calls with high accuracy, response quality evaluation, emotion analysis, and summary generation.■It is an AI voice recognition solution for contact centers.
This collaboration will enable the use of the advanced features of "AmiVoice Communication Suite," such as real-time conversion, summarization, and analysis of full-text phone call content, in the "InfiniTalk" environment without additional development. This will further support the efficiency of contact center operations, improvement of response quality, and the use of generative AI in the field.
Background of the offer
In recent years, the contact center industry has been facing problems such as a worsening labor shortage, increasing operator training costs, and inconsistent response quality. Furthermore, the spread of telecommuting and the accelerating shift to cloud computing have created a demand for flexibility and responsiveness that cannot be met by conventional on-premise systems.
Additionally, in terms of a company's customer success strategies, there is an increasing need for Voice of Customer (VoC) analysis using call logs and customer interaction data, as well as for improving customer experience (CX), and the ability to convert calls into text and structure interaction history is now becoming indispensable functions.
JMS United's voice communication platform "InfiniTalk" is used by companies of all sizes and industries due to its flexible configuration and high scalability. Meanwhile, Advanced Media's "AmiVoice Communication Suite" has the No. 1 domestic market share as an AI voice recognition solution for contact centers.■It boasts a wide range of functions that help improve customer service quality, including real-time voice recognition and emotion analysis during phone calls.
This API integration combines the advanced voice recognition and analysis functions of "InfiniTalk" and "AmiVoice Communication Suite," creating a total solution that can be implemented and operated by many companies in a short period of time. We believe that this will not only improve on-site productivity, but also greatly contribute to the promotion of digital transformation throughout contact centers.
Contact center operationsDXFurther accelerating
In today's contact centers, there is a rapidly growing need not only for operational efficiency but also for improving customer experience (CX), supporting operations from home, and visualizing and analyzing response content.
This collaboration allows "InfiniTalk" call audio to be linked to "AmiVoice Communication Suite" in real time, making it possible to use a variety of AI functions such as text conversion, summarization, and NG word detection without the need for additional development. This allows for smooth business reforms such as quantitative evaluation of call quality, operator support, and automatic recording of response history.
Advanced Media and JMS United will continue to strive for further technological innovation and service improvement in order to meet the needs of the contact center industry.
About AmiVoice Communication Suite
"AmiVoice Communication Suite" is equipped with AI voice recognition AmiVoice and has the No. 1 domestic market share■This is a real-time voice recognition solution for telephone answering. In addition to converting the entire contents of a call into text, it is equipped with many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by an administrator, and support for telephone answering personnel by displaying materials, helping to visualize the contents of calls and improve the quality of responses.
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.
We also offer the option of "AOI LLM for AmiVoice Communication Suite," a large-scale language model (LLM) that can be used securely in a local environment. It is possible to generate and summarize call content, extract Q&A, and extract VoC (voice of the customer), without disclosing any call data, including confidential information. It is optimized for contact center operations through customization and system integration using knowledge and specialized technology based on a wealth of implementation experience. It can be used without restrictions such as the number of times it can be used, as with cloud-based generation AI services.
https://www.advanced-media.co.jp/lp/communication-suite/
Voice communication platform "InfiniTalk"about
"InfiniTalk" is a contact center system equipped with the necessary functions for contact center operation, and has the scalability to set the number of lines and add functions according to the scale. It has been introduced to over 48 seats in 500 companies across 20,000 industries, and is used to solve problems in a wide range of industries as a back-office business DX (digital transformation) promotion tool that revolutionizes communication within the company, including contact centers and customer centers, as well as with business partners and customers.
<Features of the voice communication platform "InfiniTalk">
| Features | Details |
| Operability and visibility | PBX andCTIIt features an intuitive, highly visible user interface that can be used by anyone, even those without specialized knowledge. |
| Scalability | It can be flexibly expanded according to changes in business scale and use, from office use to contact centers and outbound support. |
| システム連携 | CRM・SFALinkage allows for pop-up and click notifications when a call arrives to Call response speed andCXImproved. |
| Cost Optimization | You can start with the minimum configuration and gradually expand licenses and functions as needed, ensuring a lean investment. |
| Inter-group collaboration | We also provide call center management services and operator staffing and referral services, providing one-stop support for all aspects of operations. |
URL : https://www.infinitalk.co.jp/
*Source: ITR "ITR Market View: Image and Voice Recognition Market 2024" Voice recognition market - Sales share by vendor for contact center operations (FY2024 forecast)
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