Automatic response quality evaluation report creation tool "AmiVoice® CQM Assist" product website launched

To promote understanding of the service, we have clearly organized its features and usage points.

We have launched a product website to promote understanding of "AmiVoice CQM Assist - POWERED by PERSOL BUSINESS PROCESS DESIGN - (hereinafter referred to as AmiVoice CQM Assist)," an automatic response quality evaluation report creation tool for contact centers. This website clearly introduces the features and usage points of the service.

■"AmiVoice CQM Assist" product site
https://www.advanced-media.co.jp/lp/communication-suite/cqm-assist/

In recent years, the contact center industry has been faced with a variety of issues related to customer service quality evaluation, including an increased workload for monitoring, inconsistent evaluation criteria, and an increase in the workload required for managers to perform checks, as well as the difficulty of visualizing and standardizing customer service quality.
In light of this, we have launched this website to provide a deeper understanding of the features, benefits of implementing, and how to utilize "AmiVoice CQM Assist," which reduces the burden of evaluating response quality and improves the efficiency of on-site quality management. We have also adopted a friendly pink-based design to match the service's UI and promotional tools, in order to unify the product brand image.

In addition to the features and benefits of implementing "AmiVoice CQM Assist," the site displays on a large operation screen individual reports that display evaluation scores for call content, and organizational evaluation reports that identify quality trends, evaluation distribution, and issues across the entire organization. The evaluation criteria for each indicator and how to interpret the scores are clearly organized, making it easy to visualize how to use the system. Furthermore, by presenting specific improvements as an implementation effect, the site makes it easier for users to intuitively grasp the image of improvements after implementation.
The site brings together all the information needed when considering using "AmiVoice CQM Assist" on one page, allowing users looking to streamline monitoring operations and standardize evaluations to more concretely visualize how they will use the service after implementation.

"AmiVoice CQM Assist ver.2" 3-month free campaign underway

For customers considering introducing "AmiVoice CQM Assist," we are running a campaign until Tuesday, March 31st where you can use the latest version, "AmiVoice CQM Assist ver.2," for three months free of charge.
This campaign is aimed at customers who have newly adopted "AmiVoice Communication Suite Cloud," an AI voice recognition solution for contact centers that can be seamlessly integrated with "AmiVoice CQM Assist."

About "AmiVoice CQM Assist"

"AmiVoice CQM Assist" has the No. 1 domestic market share^#1It was jointly developed with Persol Business Process Design Co., Ltd. (Head office: Minato-ku, Tokyo, President and CEO: Kazuyuki Ichimura, hereinafter referred to as Persol Business Process Design) as an automatic report creation tool for customer service quality evaluation, linked to the call quality evaluation function of "AmiVoice Communication Suite," an AI voice recognition solution for contact centers.^#2"HDI Support Center Analyst (SCA)"^#3" 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.
https://www.advanced-media.co.jp/lp/communication-suite/cqm-assist/

About "AmiVoice Communication Suite"

"AmiVoice Communication Suite" has the No. 1 domestic market share^#1This is a real-time speech recognition solution for contact centers. In addition to converting all call content into text, it also has many other features, such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by managers, and support for callers by displaying materials, 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 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 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/
*3 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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