A powerful combination of CRM and voice recognition solutions
Advanced Media Co., Ltd. (Head office: Toshima-ku, Tokyo; CEO: Kiyoyuki Suzuki; hereinafter referred to as "Advanced Media") and SAP Japan Co., Ltd. (Head office: Chiyoda-ku, Tokyo; CEO: Kiyotaka Fujii; hereinafter referred to as "SAP Japan") will collaborate on voice recognition solutions for contact centers in the CRM market. In addition, this will be an opportunity to link Advanced Media's world-leading voice recognition engine, AmiVoice, with SAP Japan's "SAP Interaction Center." This will be the first full-scale link in Japan between voice recognition and CRM that includes ERP. The collaboration between these two companies will solve the following issues that modern contact centers face:
1. As the content of inquiries becomes more diverse and complex, there is a need for knowledge management and centralization in order to further strengthen customer response capabilities.
2. In terms of collecting customer information, the original text information is created by telephone operators taking time to enter information onto a keyboard, which makes it difficult to accumulate sufficient information in terms of the efficiency and cost of the data entry process, and there are problems with not capturing the subtleties of conversation.
3. As contact center operations become more complex, the number of processing screens required for operations increases, making processing more cumbersome, and ultimately increasing the burden of performing correct processing.
By linking Advanced Media's voice recognition technology with SAP Japan's "SAP Interaction Center," the following areas will be particularly enhanced:
◆ Strengthening customer service capabilities
"SAP Interaction Center" includes analysis and search functions, and organizes the information necessary for operators to respond to customers over the phone, and displays it on an easy-to-use screen. When used in combination with Advanced Media's voice recognition technology, information deemed necessary for customer response by SAP CRM is selected from already stored information based on the content of the conversation between the customer and the operator, and automatically displayed.
◆ Efficient and high-quality acquisition and analysis of customer information
The "voice interface" using Advanced Media's voice recognition technology is the third input method after the keyboard and mouse. By using voice to input the contents of conversations with customers, more information can be input at more than three times the speed of keyboard input, solving problems with input work efficiency and the quantity and quality of information. In addition, since the contents of conversations can be input verbatim, even the finest nuances can be saved as data. By using "SAP Interaction Center", it becomes possible to record customer interaction information from multiple angles, such as customer information and sales information (including not only contact center information but also information from sales representatives and Internet sites). By combining the products of both companies, it becomes possible to accumulate microscopic information such as the contents of conversations and macroscopic information such as customer information and sales information together and analyze customer interaction information.
◆ Rapid response through simplified operations
By using Advanced Media's voice recognition technology, it is possible to instantly call up the processing screen required for business processing by simply speaking without clicking, and to enter search words by voice. Furthermore, the operator can operate the screen and search the portal at the appropriate time by using the voice of the operator talking to the customer. By using "SAP Interaction Center", internal information is organized in the form necessary for customer service, and various information can be accessed from the customer service script, allowing the necessary information to be reached with simple operations.
Traditionally, contact centers have focused on quantitative information such as the number of calls received when analyzing to improve customer service. SAP Japan, which provides programmatic solutions and services optimized to the needs of client companies, which differ depending on the industry and size of the company, and Advanced Media, which has the world's most advanced voice recognition technology and know-how, will work closely together to dramatically improve and reform contact center operations so that they can respond to demands for qualitative analysis, such as "what do customers want from companies?", by analyzing the reasons for calling the contact center.
[Product Overview]
◆ "AmiVoice(R) Assist"
This product was developed primarily to support contact center operators and has the following functions:
●Voice input
Voice input makes it possible to input large amounts of text easily and quickly, allowing you to gather information efficiently.
After a call ends, entering the response history can be completed in an overwhelmingly shorter time than by keying it in.
●Web page integration
You can access the web page you want to see by using voice commands.
Even if a page is deep in the hierarchy, it can be instantly called up by simply speaking a voice command, eliminating the need to follow links or search through your favorites.
● Launching applications by voice
It is possible to launch and execute most Windows applications and their application files using voice commands, including browsers.
●Detection of prohibited words and gaffes
It picks up any slip-ups that operators may make, such as "Just between you and me," in real time and notifies the supervisor along with an audio file.
●Search integration
Keywords detected while the operator is speaking can be passed to a search engine to enable searches.
As a result, operators no longer need to enter search keywords on the keyboard themselves.
● Short-term implementation and immediate effects
The implementation period is short, with operations usually beginning in as little as one month, enabling operators to quickly improve their work efficiency and reduce costs.
◆SAP Interaction Center
This is a package and business application for contact centers provided by SAP. It supports a wide range of operations such as telemarketing, order taking, telesales, and repair reception. In addition to functions for telephone staff such as call recording, knowledge management, and scripts, it also has a full range of functions for administrators such as real-time monitoring, automatic scheduling, and information analysis tools. It can be used with a flexible implementation approach, from small contact centers with around 10 seats to large contact centers with over 1,000 seats.
■ Company Profile
[Advanced Media Inc. Company Profile]
Company name: Advanced Media Inc.
Representative: President and CEO Kiyoyuki Suzuki
Head Office: Sunshine 3 1F, 1-60-48 Higashi-Ikebukuro, Toshima-ku, Tokyo
URL:http://www.advanced-media.co.jp/
Established: December 1997, 12
Capital: 20 yen
Business:
Development and consulting for voice recognition and voice authentication systems
Marketing, system development, middleware product sales and package product sales for the Japanese voice recognition system development tool "AmiVoice" and voice authentication "AmiVoice ID"
System development and contract work using cutting-edge technology
Licensing business related to cutting-edge overseas technologies
[SAP Japan Co., Ltd. Company Profile]
Company name: SAP Japan Co., Ltd.
Representative: President and CEO Kiyotaka Fujii
Head Office: Tokyo Sankei Building, 1-7-2 Otemachi, Chiyoda-ku, Tokyo
URL:http://www.sap.co.jp/
Established: October 1992
Capital: 36 million yen
Business description: Computer software development, sales, education and consulting
About Advanced Media
Advanced Media has developed AmiVoice(R), a Japanese continuous speech recognition system using its own technology, and has offered various solutions that allow users to input text by voice. AmiVoice(R) is speaker-independent, so users can input text immediately without having to enroll in advance. In the medical field in particular, AmiVoice has been introduced in over 300 facilities (as of June 2004), and is contributing to the efficiency of medical diagnosis.
About SAP Japan
SAP Japan was established in 1992 as the Japanese subsidiary of SAP AG, the world's leading company in the field of enterprise business software. SAP offers a variety of solutions that enable the construction of integrated enterprise resource planning (ERP) software, supplier relationship management (SRM), supply chain management (SCM), customer relations management (CRM), enterprise portals, and product lifecycle management (PLM). It is already used by more than 120 million users in over 23,400 companies in 1,200 countries around the world, and has achieved the integration and efficiency of all business processes within and between companies. It is already used by more than 1,100 corporate groups in Japan, contributing to the promotion of information technology in Japanese companies and the improvement of their international competitiveness and corporate value. (http://www.sap.co.jp/)
■ Contact for inquiries regarding this matter
[Product Inquiries]
Advanced Media Inc. Sales Headquarters CTI-BTF
TEL ： 03-5958-1091 FAX ： 03-5958-1033
E-mail
cti-info@advanced-media.co.jp
SAP Japan Co., Ltd.
TEL: 03-3273-3333 (representative)
E-mail
webmaster.tyo@sap.com
URL:http://www.sap.co.jp/
[Press inquiries]
Advanced Media Co., Ltd. Corporate Planning Department, Public Relations and IR Office
TEL ： 03-5958-1091 FAX ： 03-5958-1033
E-mail
press@advanced-media.co.jp
SAP Japan Co., Ltd. Marketing Headquarters
Corporate Communications Product PR Mutsuko Miura
TEL:03-3273-3102 FAX:03-3273-3711
E-mail
mutsuko.miura@sap.com
*AmiVoice and its logo are registered trademarks of Advanced Media, Inc.
*SAP, mySAP.com, xApps, xApp, SAP NetWeaver and all other SAP product and service names mentioned are trademarks or registered trademarks of SAP AG in Germany and/or other countries.
