Launch of web app that automates the creation of monitoring evaluation reports, helping to reduce the workload of contact center managers and improve response quality

To celebrate the official release, we are offering a 3-month free campaign for new users.

　Advanced Media Inc. (Head office: Toshima-ku, Tokyo; Chairman and CEO: Suzuki Kiyoyuki; hereinafter referred to as "Advanced Media") has revamped its contact center response quality evaluation report automatic creation tool, "AmiVoice CQM Assist - POWERED by PERSOL BUSINESS PROCESS DESIGN - (hereinafter referred to as "AmiVoice CQM Assist"), and has begun offering "AmiVoice CQM Assist Ver.2" as a web application.
　In addition, to commemorate the official release, we will be running a campaign in which customers who newly adopt "AmiVoice Communication Suite Cloud," an AI voice recognition solution for contact centers that can be seamlessly integrated with "AmiVoice CQM Assist," will be able to use "AmiVoice CQM Assist Ver.2" free of charge for three months.

　At contact centers, one of the main touchpoints with customers, balancing operational efficiency with improved response quality is a key challenge for sustainable corporate growth. According to the "Call Center White Paper 2024," 41.2% of companies prioritize "response quality based on operator monitoring (monitoring score)" as a KPI for evaluating quality and performance, following the most common "abandoned call (answer rate) (80%)." However, 63.4% of companies responded that they "use voice recording devices to check a selected number of cases and provide post-operational guidance," and 61.3% responded that "managers, supervisors, or other supervisors monitor in real time," indicating that monitoring is currently performed manually in many cases.^{On September 1, XNUMX,}
　Manual monitoring requires a huge amount of time and effort, and there is a risk that the number of evaluations will be limited and that evaluation criteria will vary.There is a need to establish a fair evaluation system based on unified standards that will reduce the workload of evaluators and lead to a sense of satisfaction and maintain motivation among operators.

　In this context, in June 2022, Advanced Media jointly developed "AmiVoice CQM Assist," a tool for automatically creating response quality evaluation reports for contact centers, with Persol Business Process Design Co., Ltd. (Headquarters: Minato-ku, Tokyo; President and CEO: Kazuyuki Ichimura; hereinafter referred to as "Persol Business Process Design").
　"AmiVoice CQM Assist" has the No. 1 domestic market share^{On September 2, XNUMX,} This tool automatically creates response quality evaluation reports in conjunction with the call quality evaluation function of AmiVoice Communication Suite, an AI voice recognition solution for contact centers.^{On September 3, XNUMX,} "HDI Support Center Analyst (SCA)"^{On September 4, XNUMX,} " and has adopted evaluation indicators developed by incorporating Persol Business Process Design's unique operational know-how and accumulated data.
　AmiVoice, an AI speech recognition system, automatically evaluates and scores call data converted into text, and creates individual monitoring reports for each operator. Compared to traditional monitoring, which tends to limit the number of evaluations, this system allows for automatic monitoring of all calls. In addition, because the automatic evaluation is based on a set of criteria, monitoring can be performed using quantitative evaluation criteria, without relying on the experience or skills of the evaluator.

　Advanced Media has now revamped this tool as "AmiVoice CQM Assist Ver.2" and has begun offering a web application version.
　By making it a web application, seamless integration with "AmiVoice Communication Suite" has been achieved, allowing for centralized management on a browser from checking call audio and voice recognition results to evaluating response quality.In addition, new features have been added that make using "AmiVoice CQM Assist" more flexible and convenient, such as the ability to view response quality evaluation reports by multiple people at the same time, a comment function, and license management functions.

Features of “AmiVoice CQM Assist Ver.2”

1. Consistent management from monitoring during calls to evaluating response quality is possible on the browser
Seamless integration with AmiVoice Communication Suite, an AI voice recognition solution for contact centers, has been achieved, allowing administrators to centrally manage everything from simultaneous monitoring of multiple calls and real-time support for operators to response quality evaluations all from a browser.

2. Multiple people can simultaneously view and comment on the response quality evaluation report
Multiple users can simultaneously view response quality evaluation reports in real time. This allows for smooth feedback during interviews with remote-working operators. The ability to add comments to reports is also expected to stimulate communication between multiple locations.

3. License management function that allows flexible evaluation of specific groups and organizational changes
You can change the operators who are subject to automatic evaluation at any time from the administrator screen, within the number of licenses you have contracted. This allows you to flexibly limit evaluations to specific groups and respond to sudden changes in organizational structure, helping to optimize operational costs.

4. High scalability unique to web applications
The web application format has made it possible to smoothly upgrade the version. We will continue to consider and implement various new functions and updates for "AmiVoice CQM Assist Ver.2," so please look forward to it.

　To commemorate this official release, we are running a campaign in which customers who newly adopt "AmiVoice Communication Suite Cloud," an AI voice recognition solution for contact centers that can be seamlessly integrated with "AmiVoice CQM Assist Ver.2," can use "AmiVoice CQM Assist Ver.2" free of charge for three months.

　As the contact center industry faces increasing sophistication and diversification of operations, Advanced Media will strive to develop and provide solutions that contribute to improving efficiency, increasing customer satisfaction through improved response quality, reducing the amount of time managers spend evaluating customers, and reducing turnover by maintaining operator motivation.

■"AmiVoice CQM Assist Ver.2" service site
https://www.advanced-media.co.jp/products/service/amivoice-cqm-assist

"AmiVoice Communication Suite"Overview

"AmiVoice Communication Suite" is equipped with AI voice recognition AmiVoice and has the No. 1 domestic market share^{On September 2, XNUMX,} This is a contact center solution for . In addition to converting all call content into text, it is equipped with a number of functions, including emotion analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and operator support, helping to visualize call content and improve response quality.
Cloud version/on-premises version, real-time recognition processing/batch recognition processing are available, allowing flexible operation regardless of the number of seats or scale of the contact center.
https://www.advanced-media.co.jp/lp/communication-suite/

*1 Rick Telecom's "Call Center White Paper 2024" (published in early December 2024)
*2 Source: ITR "ITR Market View: Image and Voice Recognition Market 2024" Voice recognition market - Sales share by vendor for contact center operations (FY2024 forecast)
*3 HDI-Japan (operated by Think Services Co., Ltd.) is a membership organization that provides rating benchmarking, international certification programs for support staff and support centers, and related training courses.
https://www.hdi-japan.com/
*4 Support Center Analyst (SCA) is an international standard that stipulates problem-solving, response procedures, communication skills, etc. for providing effective service to support personnel who are the first point of contact for customers.
https://www.hdi-japan.com/hdi/certification/tr_sca.asp

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