Realizing an information system that directly links customer feedback to management
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).
The first product of this solution isAmiVoice® CallScriber/AmiVoice® Speech Visualizer – SuiteThe official release of the "Version 2010" is scheduled for March 3, and will be held at the CRM Demo & Conference (URL:http://www.callcenter-japan.com/tokyo/The price will start from approximately 650 million yen (license fee).
Call centers are at the forefront of utilizing customer feedback (VOC) and are positioned as important bases in corporate strategy, but there are limitations to how they can utilize the raw voice data, and this valuable "treasure" has not been fully utilized in management.
"AmiVoice® Communication SuiteIn order to address these challenges, "Voice Call Center Integration" is a voice integration solution for call centers that integrates existing voice recognition products and links information with each other with high added value, going beyond the conventional scope of "converting voice to text" to enable the utilization of VOC.
Advanced Media has provided the following voice recognition products for call centers:
■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 (Interactive Voice Response): Higher automation rate than conventional push-button IVR)
Under this new integrated solution, the existing product functions listed above have been reborn as a new suite of products, and common database/management functions (AmiVoice® Communication CORE) will be reorganized and integrated under the new company, which will also enable the expansion of advanced functions such as call analysis, processing, evaluation, and utilization.
These advanced functions will promote advanced use of VOC, making it possible to directly link real customer feedback to management and marketing. They will also be useful in improving customer satisfaction and strengthening compliance in call center operations, which are the point of contact with customers, as well as streamlining operations, including cost reduction.
"AmiVoice® Communication SuiteIt is expected that " will grow into a powerful solution that will bring about change in call center operations.
Advanced Media will release a suite of compatible products in the future, with the first product being theAmiVoice® CallScriber/AmiVoice® Speech Visualizer – SuiteThis is the latest version. Compared to previous versions, it has undergone significant functional upgrades, including improved recognition accuracy, added analysis and visualization functions, and added utilization functions.
The benefits of this integration and functional renewal are as follows:
1. [Seamless solution integration]
Each suite product shares a centralized database, enabling flexible operation as an integrated system. In addition, new functions that will be planned in the future can be incorporated one after another as plug-ins, resulting in significant improvements in investment efficiency and operational efficiency.
2. [Improvement of voice recognition accuracy]
Recognition accuracy has been further improved through enhanced acoustic functions such as the hold music removal function, automatic acoustic learning function, and new acoustic models.
3. [Improvement of customer service quality]
By utilizing the call information portal 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.
4. [Visualization of recognition result analysis and utilization of recognition results]
By adding a report function that automatically tallys up various information such as call length and hold time, and a user identification function using voice authentication, advanced use of call data is possible. In addition, noteworthy call content can be shared not only with call center department staff but also with product planning, marketing, and executive management, expanding the scope of use to the entire company.
Advanced Media provides the "AmiVoice® Communication SuiteWe will encourage the introduction of related products and aim to sell 1 sets over the next year.
Our company provides call center voice recognition technologyAmiVoice®We are a leading vendor in the field of voice recognition software, with a track record of use in over 340 companies, primarily in the financial and industrial sectors. We will leverage this extensive track record and experience to promote the development and provision of solutions that improve the operational efficiency of centers and promote strategic information utilization, thereby working to further expand the areas in which voice recognition is used.
Above
[Inquiries regarding this matter]
[Press relations]
Corporate Planning Department Public Relations Team
TEL：03-5949-2007
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 2009 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.
