SoftBank Technology Corp. (Head office: Shinjuku-ku, Tokyo; President and CEO: Norikazu Ishikawa; hereinafter "SoftBank Technology") and Advanced Media Inc. (Head office: Toshima-ku, Tokyo; President and CEO: Kiyoyuki Suzuki; hereinafter "Advanced Media"), known for the world's most advanced voice recognition engine AmiVoice(R), have formed a business alliance in voice recognition solutions for contact centers. By linking SoftBank Technology's IP contact center solutions with Advanced Media's world-leading voice recognition engine AmiVoice, the two companies will provide groundbreaking solutions that combine and link voice and data.
SoftBank Technology has been offering its own IP contact center solution (Intelligent IP Contact Center) that combines an IP contact center system (Cisco IPCC™), a CRM system that performs FAQ (Frequently Asked Questions) data analysis and customer management, and an e-learning system that performs operator skill data analysis and manpower planning, etc., to reduce costs, streamline operator training, and improve services. By integrating and linking these with the three call center solution products developed by Advanced Media, AmiVoice Assist, AmiVoiceCallScriber, and AmiVoice for Telephony, it will be possible to provide a solution that comprehensively achieves further improvements in productivity and service by solving traditional contact center issues such as improving and maintaining the level of operators, shortening inquiry times, and dealing with increased call volumes.
In addition, SoftBank Technology will provide a comprehensive range of services, from building the IP network infrastructure required for these solutions to operation and maintenance after the introduction of the IP contact center.Advanced Media will provide the AmiVoice solution in the contact center business, further promoting the use of voice recognition.
Through this partnership, SoftBank Technology expects to generate sales of 500 million yen in the first year from IP contact center solutions, including the AmiVoice product group.
[Product Overview]
◆ "AmiVoice(R) Assist"
AmiVoice CallScriber converts conversations between customers and operators recorded on a call recorder (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. By converting telephone conversations into text data, you can "see" and "search" the "real voice of the customer," and the 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 and services. Advanced Media will continue to promote the use of transcribed conversational text with the theme of Call Mining.
◆“AmiVoice CallScriber(R)”
AmiVoice CallScriber converts conversations between customers and operators recorded on a call recorder (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. By converting telephone conversations into text data, you can "see" and "search" the "real voice of the customer," and the 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 and services. Advanced Media will continue to promote the use of transcribed conversational text with the theme of Call Mining.
◆“AmiVoice(R) for Telephony”
AmiVoice for Telephony is a revolutionary Japanese speech recognition engine for interactive voice response (IVR). Conventional telephone speech recognition engines require speech patterns to be written in a grammar file (rule file) beforehand, and if the pattern is not met, the recognition accuracy drops significantly. AmiVoice for Telephony uses not only rule descriptions but also statistical language models for speech recognition, making it possible to recognize complex natural speech that was previously impossible with conventional grammar-based systems. The basic license price is about one-third the price of well-known overseas speech recognition engines that have been considered expensive until now. Advanced Media provides the next generation IVR that is closer to human response based on the idea of HCI (Human Communication Integration).
◆ "Cisco IPCC(TM)"
Cisco IPCC is an IP contact center solution that is garnering attention as the next generation of contact centers, and is available in two product lineups: "Cisco IPCC Express Edition" for small and medium-sized businesses, and "Cisco IPCC Enterprise Edition" for large businesses. "Cisco IPCC Express Edition" is a product for informal and formal contact centers with up to 2 seats that only handles telephone calls, and is a product that packages all the functions required for a call center, such as ACD (automatic call distribution), IVR (interactive voice response), and CRM (customer relationship management). "Cisco IPCC Enterprise Edition" is a multi-contact solution that can handle not only telephone calls, but also e-mail and web access, and is a large-scale contact center product that provides scalability up to several thousand seats.
Above
*Cisco IPCC is a trademark of Cisco Systems, Inc.
* AmiVoice and CallScriber are registered trademarks of Advanced Media, Inc.
■ Company Profile
[SoftBank Technology Corp. Company Profile]
Company name: SoftBank Technology Corp.
Representative: President and CEO Norikazu Ishikawa
Head Office: Iidabashi Building No. 13, 1-3 Nishigokencho, Shinjuku-ku, Tokyo
URL:
http://www.tech.softbank.co.jp/
Established: August 9, 8
Capital: 631 million yen (as of the end of March 16)
Employees: 295 (as of the end of March 16)
Sales: 21,703 million yen (April 15, 4 to March 1, 16)
Business Description: As the SoftBank Group's core technology company, the company is engaged in the e-business service business, which includes sales through its own e-commerce site, back-office operations associated with operating the e-commerce site and technical support, the system solution business, which builds comprehensive e-commerce system solutions and provides operation and maintenance services, and the broadband solution business, which builds network systems using broadband communications, provides application services, sells equipment related to network systems, and provides operation and maintenance services.
[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 and commercialization 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 overseas cutting-edge technology
■ Contact for inquiries regarding this matter
SoftBank Technology Corp.
[Press inquiries]
Public Relations and Investor Relations Office
TEL:03-5206-3316 FAX:03-5206-3382
[General inquiries]
Broadband Solutions Division SI Technology Department
TEL ： 03-5206-3350 FAX: 03-5206-3387
Advanced Media, Inc.
TEL:03-5958-1091 FAX:03-5958-1033
[Press inquiries]
Corporate Planning Department, Public Relations and IR Office
E-mail
press@advance-media.co.jp
[General inquiries]
Sales Headquarters CTI-BTF
E-mail
cti-info@advanced-media.co.jp
