~ Voice recognition solutions for call centers are now even more accessible! ~ With VCLog, a call recording systemAmiVoice® Collaboration

2012.11.13

Use call recording data in a variety of ways, including strengthening compliance, reducing costs, improving work efficiency, and improving customer service quality!

Voice Cyber Technologies Japan Co., Ltd. (Head office: Shibuya-ku, Tokyo, CEO: Tomoomi Kogama, hereinafter referred to as Voice Cyber Technologies Japan) has integrated its call recording system "VCLog" with Advanced Media Co., Ltd.'s (Head office: Toshima-ku, Tokyo, CEO: Kiyoyuki Suzuki, hereinafter referred to as Advanced Media) integrated voice recognition system for call centers "AmiVoice^®Communication Suite" We will collaborate with "

By linking with VCLog, a call recording system with 20 licenses and over 1000 adoption cases worldwide, and offering the voice recognition system as an option, it will become possible to introduce voice recognition solutions to a wide range of call centers, including small-scale users, where it has been difficult to consider and implement them until now.

This solution uses voice recognition technology to convert call data recorded in stereo by "VCLog" into text, and then fully automatically performs scoring of whether important matters were explained and trends in complaint calls, as well as evaluation of the quality of operator responses, thereby achieving significant reductions in personnel costs, improving operational efficiency, and strengthening compliance.

In recent years, as the importance of strengthening compliance measures has been increasingly emphasized, recording of phone calls at call centers has become a common measure. However, even though all calls are recorded, in many cases the recordings are simply saved in case something happens, making it difficult to effectively utilize the recorded data.

Through this collaboration, we can provide a comprehensive service from installing call recording equipment to converting recorded data into text for various uses, making it possible to utilize call recording data, which is a valuable asset of call centers, in a variety of ways.

◆Features of VCLog

VCLog is an economical, full-spec, intuitive user interface that is essential for telephone customer service operations. It can be integrated with domestic and foreign telephone equipment and customer management systems, and can be customized. It also covers analog, digital, and IP lines combined in a single system, allowing centralized management of multiple locations. VCLog's economy also extends to its life cycle cost, and by using a general-purpose server as the hardware, it can be used without limiting the maintenance period, which can significantly reduce replacement costs. Furthermore, this partnership will enable the reduction of implementation costs by incorporating a function to narrow down the targets to be converted to text on the VCLog side, such as individual selection and period, phone number, agent ID, etc.

[Expected effects]

● Strengthening compliance, reducing costs, and improving business efficiency

By converting phone calls into text, it is possible to automatically detect any prohibited words or important information contained in the call, greetings at the beginning or end of the call, etc. This eliminates the need to spend a long time transcribing recorded call data, as was previously done, and allows for a significant reduction in the personnel costs required for monitoring.

In addition, the "call scoring function" passes newly converted text call data through a filter created based on past complaint and risk call trends, and scores any trends such as "likeliness of a complaint." This can be used to greatly streamline risk detection work and strengthen compliance.

●Improvement of operator response quality through call quality evaluation function

By automatically scoring the transcribed content of phone calls based on pre-set evaluation criteria, it is possible to mechanically evaluate all calls using the same standards.

In addition to evaluation for each call, the software also has a monthly statistical display and report output function, which can improve the quality of service provided by operators and reduce center operating costs by streamlining response quality evaluation tasks and initial training tasks.

Previously, customer service quality was evaluated by staff only for a portion of calls, but with the ability to automatically convert the speed at which operators speak, the timing of their speech, and the use of cushion words into scores, customer service quality can now be evaluated objectively and based on a uniform standard.

Through this solution, Voice Cyber Technologies Japan and Advanced Media aim to improve the efficiency of call center operations and customer service, and aim to have 1 companies adopt the solution over the next year. This solution will be exhibited at the Call Center/CRM Demo & Conference 10, which will be held at the Sunshine City Convention Center from Thursday, November 2012th to Friday, November 11th, 15.

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[COMPANY PROFILE]

Representative: Representative Director Tomomi Kogama

Head Office: TBC Building 2F, 27-10-3 Higashi, Shibuya-ku, Tokyo

URL: http://www.voicecyber.co.jp/

Established: April 2010

Business description: Marketing, localization, development, and sales of VCLog telephone recording system products

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 million yen (85 shares) (as of the end of March 152,602)

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^®"Service business" to provide

About Advanced Media

Advanced Media has its own voice recognition technologyAmiVoice^®This has enabled us to provide a variety of solutions that allow users to input text using their voice.AmiVoice^®The voice recognition engine allows immediate voice input (speaker-independent) without the need for pre-learning (enrollment) for each user. It is primarily used in the fields of medicine, education, entertainment, meeting minutes, call centers, and business solutions. For example, in the medical field, it has been introduced in over 3,830 facilities (as of the end of March 2012), and it has contributed to the efficiency of medical diagnosis, and its effectiveness in implementation has been highly praised. In 3, voice recognition technologyAmiVoice^®The "Voice Input Mail" service, which utilizes voice input technology, won the "Software Product of the Year" award hosted by the Information-Technology Promotion Agency (IPA), an independent administrative institution affiliated with the Ministry of Economy, Trade and Industry.^®We won the "SPOTY2008" (SPOTY2008).

■Advanced Media Official Facebook Page

http://www.facebook.com/amivoice

[Inquiries regarding this matter]

■Customer

Voice Cyber Technologies Japan Inc.

Sales department

TEL：03-6427-4950
FAX: 03-3360-0680

Email:info@voicecyber.co.jp

Advanced Media, Inc.

CTI Division

TEL：03-5958-1091
FAX: 03-5958-1033

Email:

ami-cti-info@advanced-media.co.jp