Minimizing implementation burden, enabling instant text conversion, automated post-processing, and visualization of response quality.
Advanced Media, Inc. (Headquarters: Toshima-ku, Tokyo; President and CEO: Kiyoyuki Suzuki; hereinafter referred to as Advanced Media) has launched a dedicated adapter that seamlessly integrates its AI voice recognition solution for contact centers, "AmiVoice Communication Suite," with NiCE Japan Co., Ltd.'s (Location: Minato-ku, Tokyo; President and CEO: Olivier Giorette; hereinafter referred to as NiCE) cloud-based contact center platform, "NiCE CXone." This adapter has been added to the "CenterEye" lineup of Star Systems Co., Ltd.'s contact center solutions.
By utilizing a dedicated adapter, direct integration between "AmiVoice Communication Suite" and "NiCE CXone" is possible. Features that support operational efficiency, improved service quality, and enhanced customer experience (CX), such as real-time transcription of call content, automated operator support and post-call processing, and visualization of service quality across all calls, can be implemented without complex system development.
Background and Overview
In the contact center industry, improving customer experience (CX) through DX (digital transformation) and streamlining operations to address labor shortages are crucial challenges.
The dedicated adapter for "CenterEye," which Star Systems is now offering, has the No. 1 market share in Japan.*We have directly integrated our AI voice recognition solution for contact centers, "AmiVoice Communication Suite," with "NiCE CXone," the world's leading CCaaS (Contact Center as a Service). This minimizes the complex system development previously required, allowing for the rapid construction of advanced voice utilization environments.
Main features of the dedicated adapter
1. High-precision real-time integration
The audio stream from "NiCE CXone" is smoothly transferred to "AmiVoice Communication Suite," where high-precision speech recognition transcribes the call content into text in real time.
2. Reduction of operating costs
This reduces the administrative work (ACW) required of operators after a call. By making full use of the functions of "AmiVoice Communication Suite," such as the automatic display of knowledge based on the content of the call, in the "NiCE CXone" environment, it helps to reduce the workload on operators and improve the quality of service.
3. Advanced Quality Control
By utilizing "AmiVoice Communication Suite," it is possible to perform automated monitoring, sentiment analysis, and compliance checks on all calls.
Comments from representatives of each company
Victor Shvetsky, President and CEO of Star Systems Co., Ltd.
"CenterEye's mission is to bring simple yet powerful 'integration' to contact centers operating in complex system environments. By connecting leaders in both fields, NiCE and Advanced Media, we deliver world-class technology and voice recognition capabilities optimized for the domestic market to Japanese users simultaneously."
Olivier Georlette, President of NICE Japan Co., Ltd.
"We are delighted that AmiVoice, a highly trusted company in the Japanese market, and our 'NiCE CXone' will be collaborating through 'CenterEye.' This powerful combination will enable Japanese customers to simultaneously achieve deeper customer experience analysis using AI and improve operator productivity."
Motoki Imamiya, Executive Officer, Advanced Media, Inc.
"As contact centers increasingly move to the cloud, we wholeheartedly welcome the arrival of the 'CenterEye' adapter, which enhances compatibility with 'NiCE CXone.' We are confident that the rich functionality and high-precision speech recognition of 'AmiVoice Communication Suite' will be utilized more smoothly within the 'CXone' ecosystem, significantly contributing to the promotion of digital transformation in businesses."
Through this collaboration, Advanced Media will enable even more flexible and advanced voice utilization, contributing to improved operational efficiency, enhanced response quality, and a better customer experience (CX) in contact centers. Furthermore, we will continue to strengthen our partnerships with various companies to enable the use of "AmiVoice Communication Suite" in a wider range of cloud contact center environments.
About "AmiVoice Communication Suite"
Equipped with AI voice recognition AmiVoice, the No. 1 in domestic market share*This is a contact center solution. In addition to full transcription of call content, it offers numerous features such as sentiment analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and operator support, helping to visualize call content and improve response quality. Cloud and on-premise versions, and real-time/batch recognition processing are available, allowing for flexible operation regardless of the number of seats or size of the contact center.
https://www.advanced-media.co.jp/products/service/amivoice-communication-suite
About Star Systems Japan Co., Ltd.
We are a technology company that provides IT consulting and system integration services, including "CenterEye," an integrated solution for contact centers.
www.starsystems.co.jp
About NiCE
NiCE (NASDAQ: NICE) helps companies achieve key business metrics while delivering superior customer experiences (CX). Organizations of all sizes worldwide can more easily build advanced customer experiences than ever before. NiCE, the provider of CXone, the world's No. 1 cloud-native CX platform, is a global leader in AI-powered self-service and operator-assisted CX software, particularly for contact centers. Currently, more than 25,000 companies in over 150 countries and territories partner with NiCE, including more than 85 Fortune 100 companies. NiCE helps companies transform every customer touchpoint to deliver higher-value customer experiences.
Nice Japan Homepage https://www.nice.com/ja/
Nice Japan Facebook https://www.facebook.com/profile.php?id=61558309678074
About Advanced Media, Inc.
Established in 1997, the company jointly developed and commercialized the Japanese speech recognition system AmiVoice with Interactive Systems, Inc. (USA). In 2005, it became the first company specializing in speech recognition to be listed on the Tokyo Stock Exchange Mothers market (now the Growth market), and was the first company in Japan to achieve profitability on a full-year basis in the speech recognition business. With the vision of "realizing HCI (Human Communication Integration)," the company is developing its business centered on AmiVoice, the No. 1 speech recognition software and cloud service market share holder (Source: ecarlate LLC, "Speech Recognition Market Trends 2025"), aiming to usher in an "era of soft communication" where people can naturally communicate their intentions to machines. It is used in a wide range of scenarios as a specialized engine in areas such as conferences, medical care, contact centers, construction and real estate, and logistics and manufacturing.
https://www.advanced-media.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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