Reduce costs and improve business efficiency
OPT SP Inc. (Head office: Shinjuku-ku, Tokyo; CEO: Yutaka Yamada; hereinafter "OPT SP")'s new product, the open source IP-PBX "Asterisk"-based IP telephone system "FlexPhone," which also supports outbound telemarketing, has been integrated with Advanced Media Inc.'s (Head office: Toshima-ku, Tokyo; CEO: Kiyoyuki Suzuki; hereinafter "Advanced Media") integrated voice recognition system for call centers "AmiVoice®Communication Suite" We will collaborate with "
This solution converts call data recorded by "FlexPhone" into text using voice recognition technology, and achieves significant reductions in personnel costs and operational efficiency by fully automating the scoring of whether important matters were explained and the tendency of complaint calls, and the evaluation of the quality of the operator's responses. The sales price for 30 seats with CTI, call recording, and voice recognition is 120,750 yen (tax included) per month [initial fee not included], and will be sold by OPT SP.
In recent years, outbound telemarketing work has been on the rise, and specialized departments have been set up to handle monitoring tasks such as explaining important matters and the use of prohibited words, resulting in a lot of personnel costs being spent.
Furthermore, depending on how customers are treated, undesirable reputations may spread on bulletin boards, blogs, etc., which could result in significant business losses. Therefore, improving the quality of operator responses is a major issue.
To address these issues, our solution uses voice recognition technology to convert call data into text, thereby significantly reducing labor costs and further improving the efficiency of telemarketing operations.
In addition, by utilizing the voice of the customer (VOC) buried in the massive amount of call data, noteworthy call content can be shared not only with call center staff but also with product planning, marketing, and executive management, which can lead to the creation of new strategies and products.
◆Main features and functions
(1) Monitoring function
By converting phone calls into text, it is possible to automatically detect the inappropriate words contained in the call, the presence or absence of important explanations, greetings at the beginning and end of the call, etc. This eliminates the need to spend a long time transcribing calls as in the past, and greatly improves the efficiency of quality control work such as monitoring. With the voice recognition option, it is possible to subject only calls that meet certain conditions, such as "only acquired calls," to voice recognition, allowing you to check the contents of call data efficiently in a short time.
(2) Call tendency scoring function
By passing the converted call data through a filter created based on past call data, it is possible to score various tendencies such as "resentment in acquiring" and "likelihood of a complaint" which poses a risk. By monitoring and re-calling scored calls, it is possible to avoid risks and increase the number of acquisitions.
(3) Voice of Customer (VOC) extraction function
Usually, in outbound telemarketing, calls are divided into two categories: "acquired" and "NG", so it was difficult to pick up customer feedback and requests contained in calls that were judged to be "NG".AmiVoice®Communication SuiteThe search and playback function of "" makes it easy to extract and utilize customer feedback contained in not only "winning" calls but also "NG" calls.
(4) Response quality evaluation function
Previously, customer service quality was evaluated by staff only on a portion of calls, but with the ability to automatically quantify the speed at which operators speak, the timing of their speech, and the use of cushion words, among other factors, as scores, customer service quality can now be evaluated objectively and based on a uniform standard.
Through this solution, OPT SP and Advanced Media aim to improve the efficiency of call center operations and customer service, and aim to introduce 10 systems in the first year. This solution will be exhibited at the Call Center/CRM Demo & Conference 2012 to be held at the Sunshine City Convention Center from Thursday, November 11th to Friday, November 15th, 16.
(*) According to research by both companies
Above
[COMPANY PROFILE]
<OPT SP Co., Ltd.>
Representative: Yutaka Yamada, Representative Director
Head Office: Miyamura Building 1F, 6-1-2 Shimo Ochiai, Shinjuku-ku, Tokyo
URL: http://www.optsp.co.jp/
Established: March 1990, 3 (Founded in January 6)
Capital: 2,200 million yen
Business: Development and sales of software for call centers, including call recording, CTI, CRM, and IVR
◆Operation of online sales of peripheral devices for call centers such as headsets and IP phones
◆System development business
■About OPT SP
OPT SP has been providing low-cost, stable, easy-to-understand, and easy-to-use software using open source software based on the technology it has cultivated over many years in the system development business. In the CTI solutions business, we mainly focus on call recording systems and are used by customers in a wide range of industries, from small to large call centers. In recent years, we have also been developing call center peripheral solutions that are closely related to call recording, such as outbound systems, IVR, CTI, IP-PBX, and are one of the few domestic vendors that can provide one-stop services from development to solution proposals.
■FlexPhone dedicated page
http://www.flexphone.jp
<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 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
OPT SP Co., Ltd.
Sales department
TEL：03-3360-3688
FAX: 03-3360-0680
Email:sales@optsp.co.jp
Advanced Media, Inc.
CTI Division
TEL：03-5958-1091
FAX: 03-5958-1033
Email:ami-cti-info@advanced-media.co.jp
■Press relations
OPT SP Co., Ltd.
Sales department
TEL：03-3360-3688
FAX: 03-3360-0680
Email:sales@optsp.co.jp
Advanced Media, Inc.
Business Administration Department Public Relations Team
TEL：03-5958-1307
FAX: 03-5958-1032
Email:press@advanced-media.co.jp
[Copyright/Trademark]
Copyright 2012 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.
