Advanced Media Inc. (CEO: Suzuki Kiyoyuki, Headquarters: Toshima-ku, Tokyo) has formed a business partnership with Qualica Inc. (CEO: Fujimiya Hiroaki, Headquarters: Koto-ku, Tokyo) to develop "CallMining(R) Solutions", a solution for contact centers. By combining Advanced Media's world-class voice recognition technology with Qualica's cutting-edge text mining technology, we will provide groundbreaking solutions for contact centers.
Qualica has been developing text mining technology since 1998, ahead of the industry, and has introduced solutions incorporating its proprietary technology, "VextMiner(R)" and "VextContact(R)," with a strong track record and know-how in use among Japan's top companies. By linking this text mining technology with "AmiVoice(R) Assist" and "AmiVoice CallScriber(R)" provided by Advanced Media, it is possible to directly input voice data and perform text mining, dramatically improving "marketing development through analysis of customer voices" and "answer support through FAQ construction."
Key features of "CallMining(R) Solutions"
1) Answering support and FAQ creation support using "AmiVoice(R) Assist" + "VextContact(R)"
Until now, operators had to key in customer questions to search for answers, but with voice recognition, operators can input questions simply by repeating them, directly supporting responses over the phone. It also greatly improves the efficiency of inputting response history, and makes it possible to accumulate more detailed response data, greatly improving the level of FAQ construction.
2) Marketing analysis using "AmiVoice CallScriber(R)" + "VextMiner(R)"
By directly converting conversations between customers and agents into text, it is possible to analyze the detailed response process. This allows us to analyze simple questions from customers and the agent's inquiry process, which were not recorded before, and use the information to improve operations and plan marketing.
Through this partnership, the two companies expect to generate sales of 5 million yen in the first year through their combined contact center solutions.
[Overview of each product]
◆ "VextMiner(R)"
VextMiner(R) automatically generates a knowledge model by converting the target text data into numerical values. This unique method allows VextMiner(R) to analyze huge amounts of text data quickly and efficiently support new discoveries without creating complicated dictionaries. VextMiner(R) is effective for analysis in the marketing field such as surveys and for analysis of "customer feedback" received at call centers, and is capable of scalable analysis work that can handle thousands to hundreds of thousands of analysis tasks per time.
◆ "VextContact(R)"
VextContact(R) is a system that uses a comprehensive FAQ search function to support operators in answering questions, while at the same time using text mining technology to systematically support the FAQ construction work that could previously only be done manually. Developed based on the results of a large-scale contact center, the system is easy for anyone to use and can be used for small scale to 1000-seat classes.
◆ "AmiVoice(R) Assist"
AmiVoice(R) Assist uses voice recognition technology to support operators who handle phone calls. It recognizes specific keywords from the operator's speech in real time and automatically displays the information on the screen. It also recognizes inappropriate utterances such as "hello" and "absolutely" and notifies the administrator. After the call ends, the response record can be entered by voice, significantly reducing input time. The implementation period is short, and operations can be started in as little as one month, improving the work efficiency of operators and reducing costs in a short period of time.
◆“AmiVoice CallScriber(R)”
AmiVoice CallScriber(R) converts conversations between customers and operators recorded on a call recording device (logger) into text data. It has been difficult to convert telephone conversations into text, but Advanced Media has achieved the industry's first "dialogue to text" by using AmiVoice(R). If telephone conversations are converted into text data, the "real voice of the customer" can be "seen" and "searched", and conversational voice data that was previously only recorded and stored can now be used as valuable marketing data. Other ways to use it include recording telephone transactions, checking the quality of operator responses, and evaluating and analyzing specific products/services. Advanced Media will continue to promote the use of transcribed conversational text with the theme of Call Mining.
■ Overview of Advanced Media
Company name: Advanced Media Inc.
Location: Sunshine 3 1th floor, 1-60-48 Higashi-Ikebukuro, Toshima-ku, Tokyo
Representative: Kiyoyuki Suzuki, President and CEO
Capital: 21 yen
URL:
http://www.advanced-media.co.jp/
Established: December 1997
【Business summary】
Development and consulting for voice recognition and voice authentication systems
Marketing of the Japanese voice recognition system development tool "AmiVoice(R)" and voice authentication "AmiVoice(R) ID", system development, middleware product sales and package product sales, system development and contract work using cutting-edge technology
Licensing business related to cutting-edge overseas technologies
■ Overview of Qualica
Company name: Qualica Co., Ltd.
Location: 5-29-15 Toyo, Koto-ku, Tokyo
Representative: President and CEO Hiroaki Fujimiya
Capital: 12 yen (subsidiary of TIS Inc.)
Number of employees: 740 (as of October 2004, 10)
Sales: 162 billion yen (fiscal year ending March 2004)
URL:
http://www.qualica.co.jp/
Established: December 1982
February 2003, 2: Company name changed from Komatsu Soft Co., Ltd.
【Business summary】
Software contract development, package software development and sales, system operation and services, system equipment sales, etc. In addition to being involved in Komatsu system development and operation for many years, we have a wide range of development and operation experience in industries ranging from manufacturing, factory automation and control-related to distribution, finance, and the service industry.
■ Contact for inquiries regarding this matter
<Advanced Media, Inc.>
[General inquiries]
Sales Headquarters CTI-BTF
Phone: 03-5958-1091
FAX: 03-5958-1033
E-mail
cti-info@advanced-media.co.jp
[Press inquiries]
Corporate Planning Department, Public Relations and IR Office
Phone: 03-5958-2007
FAX: 03-5958-1032
E-mail
press@advanced-media.co.jp
<Qualica Co., Ltd.>
Industrial Business Division
Business Systems Part 1
Person in charge: Ishii
TEL: 03-5857-8173 / FAX: 03-5857-8168
*Company names and product names listed are registered trademarks or trademarks of the respective companies.
