Advanced Media Corporation (Head office: Toshima-ku, Tokyo, CEO: Suzuki Kiyoyuki, hereinafter referred to as "Advanced Media") has developed an MRCP*1-compatible speech recognition server for automated telephone response services (hereinafter referred to as IVR) that complies with international standards.
This will evolve from the conventional IVR, in which users "follow voice guidance and press a button to select a number," to a next-generation IVR that is closer to natural human-to-human conversation, providing a high-quality automated response service that does not cause users any stress.
This server has already achieved integration with the IVR solution, Genesys Voice Platform (GVP), from Genesys Telecommunications Laboratories, Inc. (Headquarters: Daly City, California, USA, hereinafter referred to as Genesys), a global pioneer in CTI*2 software. With this MRCP support, it will be easier to integrate with IVR systems from domestic and overseas CTI solution vendors, and will be an important step in expanding the capabilities of large-scale call centers.
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The introduction of voice recognition is expected.
Genesys, the company that has made this collaboration possible, has released products to improve customer service and increase efficiency in contact centers. These products have been adopted by more than 3000 companies worldwide, including more than 300 in Japan, and have received high praise.
Genesys GVP is a cutting-edge voice self-service solution that applies Internet technology. By adopting standard Internet technology, it realizes flexible voice self-service, such as expanding the automatic processing menu, changing the menu according to changes in the service content, and providing personalized menus for each customer.
This server is scheduled to be announced as a product in November.
Advanced Media will encourage Genesys' 300 existing users to adopt the system, and will also expand partnerships with other IVR vendors with the goal of having 3 companies adopt MRCP-compatible speech recognition servers for IVR within three years.
This server will be available at "G-Force Japan 2008" (
https://www.entryweb.jp/genesys/gfj08/
) will be announced in detail.
Above
MRCP*1) (Media Resource Control Protocol)
Media Resource Control Protocol, used to control resources for media services such as speech synthesis, speech recognition, signal generation, signal detection, and fax servers over a network.
CTI*2) (Computer Telephony Integration)
A technology that integrates telephone and fax into a computer system. It is widely used in call center operations that respond to customers over the phone, such as support centers and customer service centers. Recently, the number of systems linked to customer databases has increased, making it possible to provide accurate support by referencing customer profiles, past response history, purchase history, etc.
[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】
Solutions Division Moriwaki
TEL: 03-5958-1091
FAX: 03-5958-1033
Email:
info@advanced-media.co.jp
[Copyright/Trademark]
Copyright 2008 Advanced Media, Inc.
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Company names and product names mentioned are registered trademarks and trademarks of their respective companies.
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