Advanced Media Co., Ltd. (Headquarters: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media") has announced the release of a new version of its voice recognition solution for call centers, "AmiVoice®Communication Suite 2.0" will be available from November 11th. This is the first time in the call center industry (according to our research) that real-time voice recognition is performed on the server side.
The new product will be introduced at the Call Center/CRM Demo & Conference 2013, which will be held at the Sunshine City Convention Center from Thursday, November 11th to Friday, November 14th, 15.
【background】
Since the spring of 2010, our company has been developing a voice recognition solution for call centers calledAmiVoice®Communication Suite" is on sale. It has been highly evaluated for its ability to improve compliance measures, business efficiency, and customer service quality by transcribing customer conversations, and has been adopted by 56 companies with 10,306 licenses to date. However, due to security concerns, the adoption of thin client terminals that do not have hard disk drives is increasing, and there are still many call centers that use PCs with low specifications, making it difficult to introduce real-time voice recognition due to the environment of the operator terminal (client PC).
We have developed a new version to resolve these environmental issues and make the product available to more customers.
[New versionAmiVoice®Communication Suite 2.0Features of
(1) Industry's first server-based real-time voice recognition
We have changed the method from a dedicated adapter and dedicated voice recognition software on the operator terminal to a real-time voice recognition method that extracts voice from the IP-PBX and recognizes it on the server side. This eliminates the need to install dedicated voice recognition software on the operator terminal, and also eliminates the need to install a dedicated adapter to obtain voice from the telephone.
(2) Easier call data management and improved audio recording quality
By processing voice recognition on the server side, we have achieved one recording per call even when the call is put on hold or transferred, making it easier to manage call data. In addition, the quality of recorded voice has improved by significantly reducing the effect of echoes that occur on the telephone. This is expected to improve the accuracy of voice recognition on the customer side.
TraditionalAmiVoice®Communication SuiteCustomers who are currently using the previous version can also upgrade to version 2.0 (for a fee). This solution has already been adopted by a major mail-order company, andAmiVoice®Communication SuiteIn addition, we expect an increase in sales of 2.0 million yen from the new product 1.
Advanced Media will continue to develop innovative products and provide customer services to the call center industry, where operations are becoming increasingly sophisticated and diversified, and will continue to develop services that value customer feedback.
[ConventionalAmiVoice®Communication Suitesystem configuration diagram】
[New versionAmiVoice®Communication Suite 2.0system configuration diagram】
[Image of monitor using real-time voice recognition]
AmiVoice®Communication SuiteOverview of
This is the first solution that consolidates the "voice" generated at call centers into one database and enables various uses. It integrates multiple voice recognition solutions for call centers with different purposes into one database, allowing all voices to be handled seamlessly. It links keywords spoken during calls with the full text, and can be used for VOC analysis and call monitoring, and can be linked with CTI to link spoken information in the voice recognition IVR with transcribed call data.
■AmiVoice®CallScriber
(Recorded voice messages are converted into full text to generate data for analysis)
■AmiVoice®Speech Visualizer(Search, edit, and compile all call text data)
■AmiVoice®Assist(Improved efficiency of call receiving operations and customer service quality through real-time voice recognition)
■AmiVoice®Ex(Preparation of a response report by an operator after handling a customer)
■AmiVoice®Telephony(Voice recognition client/server for voice response systems (voice recognition IVR))
[COMPANY PROFILE]
<Advanced Media Co., Ltd.>
Representative: Kiyoyuki Suzuki, Representative Director, Chairman and President
Head Office: 3th floor, Sunshine City Cultural Hall, 1-4-6 Higashiikebukuro, Toshima-ku, Tokyo
URL: http://www.advanced-media.co.jp/
Established: December 1997
Capital: 45 yen (9,609 shares) (as of the end of September 15,282,200)
Business details:
◆AmiVoice®"Solution business" that plans, designs, and develops voice recognition solutions that incorporate
◆AmiVoice®"License business" that provides application products that incorporate
◆For services to internal users and general consumersAmiVoice®The "Service Business" and "Voice Input Email," which provide this service, won the "Software Product of the Year® 2008" (SPOTY2008) awards sponsored by the Information-Technology Promotion Agency, Japan (IPA), an independent administrative institution affiliated with the Ministry of Economy, Trade and Industry.
[Inquiries regarding this matter]
■Press relations
Business Administration Department Public Relations Team
TEL：03-5958-1307
FAX: 03-5958-1032
Email:press@advanced-media.co.jp
■Customer
Advanced Media, Inc.
CTI Division
TEL：03-5958-1091
FAX: 03-5958-1033
Email:info@advanced-media.co.jp
[Copyright/Trademark]
Copyright 2013 Advanced Media, Inc.
AmiVoice®and logo are registered trademarks of Advanced Media.
Company names and product names mentioned are registered trademarks and trademarks of their respective companies.
