Nichii Gakkan introduces information system that directly links customer feedback to management for the first time
Advanced Media Corporation (Headquarters: Toshima-ku, Tokyo; CEO: Kazuyuki Hasegawa; hereinafter, "Advanced Media") has announced the release of a voice integration solution for call centers that utilizes voice recognition, " AmiVoice ® Communication Suite " (AmiVoice Communication Suite) will be available from April 2010. This solution is the first in Japan to use voice recognition technology to summarize and analyze customer feedback and utilize it for management. The sales price is from 4 million yen (assuming 700 seats) for the license fee.
This solution is scheduled to be introduced and put into operation at Nichii Gakkan Co., Ltd. (Head office: Chiyoda-ku, Tokyo; CEO: Daisuke Terada; hereinafter referred to as "Nichii Gakkan") from April 2010. The company's adoption of the solution reflects the company's track record of introducing the solution to over 4 financial and industrial clients, as well as the company's recognition of the convenience and cost-performance of the solution.
Call centers are the front lines of customer feedback (VOC) and are important bases in corporate strategy, but there are limitations to how they can utilize the raw voice data, and this precious "treasure" has not been fully utilized in business management. AmiVoice ® Communication Suite In order to meet these challenges, "VOC" is a voice integration solution for call centers that integrates existing voice recognition products for call centers* and enables the use of VOC by linking information with each other with high added value. It will be useful for further improving customer satisfaction in call centers, which are the point of contact with customers, strengthening compliance, and improving business efficiency, including cost reduction.
This new integrated solution integrates existing products with a common database and management function, and also enables the expansion of high-level functions such as analysis, processing, evaluation, and utilization of calls.
The benefits of this solution are as follows:
1. [Visualization of recognition result analysis and utilization of recognition results]
We have added a report function that automatically tallys up various information such as call length, hold time, etc. In addition, advanced use of call data such as summarization, analysis, and extraction is now possible, so noteworthy call content can be shared not only by call center department staff but also among product planning, marketing, and management executives, expanding the scope of use to the entire company.
2. [Seamless solution integration]
By sharing a centralized database among the products, flexible operation such as data linkage between the products and centralization of operations as an integrated system becomes possible. In addition, new functions that are planned for the future can be incorporated one after another as plug-ins, which will result in significant improvements in investment efficiency and operational efficiency.
3. [Improved voice recognition accuracy]
Recognition accuracy has been further improved through enhanced acoustic functions such as hold music removal, automatic acoustic learning, and new acoustic models.
4. [Improvement of customer service quality]
By utilizing the portal screen to share information, flexible call search functions, and messaging functions, instant feedback from supervisors to operators is possible, helping to improve the quality of telephone response.
Advanced Media provides the " AmiVoice ® Communication Suite We will encourage the introduction of related products and aim to sell 1 sets over the next year.
Going forward, we will continue to optimize our operations and systems, and work to further expand the areas in which voice recognition is used by improving operational efficiency to ensure profitability and improve customer service.
Above
* Our existing voice recognition products
■ 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 (Creating a response report by an operator after handling a customer)
■ AmiVoice ® Telephony (Voice recognition IVR (voice response system): Higher automation rate compared to conventional push-button IVR)
[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】
Solution Division
TEL: 03-5958-1091
FAX: 03-5958-1033
Email: info@advanced-media.co.jp
[Copyright/Trademark]
Copyright 2010 Advanced Media, Inc.
AmiVoice® and the logo are registered trademarks of Advanced Media.
Company names and product names mentioned are registered trademarks and trademarks of their respective companies.
