AI voice recognition solution for contact centersAmiVoice® Communication Suite4.1 " and "Genesys Cloud CX" API "AudioHook Monitor" are now fully operational

Advanced Media Corporation (Headquarters: Toshima-ku, Tokyo; Chairman and CEO: Kiyoyuki Suzuki; hereinafter, "Advanced Media") has announced that it has announced the launch of the latest version of its AI voice recognition solution for contact centers, "AmiVoice Communication Suite 4.1," and

A global cloud leader in customer experience orchestration

Genesys Cloud Services Co., Ltd. (headquarters: Minato-ku, Tokyo, hereinafter referred to as Genesys) has announced that AudioHook Monitor, a cloud API for its cloud-based contact center platform Genesys Cloud CX™️, has been integrated into the system and is now fully operational in customer environments.

Cloud-based contact centers use systems provided by cloud service providers via a network, and do not require the installation of server equipment for the system within the company as was the case with traditional on-premise contact centers. Demand has been growing in recent years as there is no need to select, purchase or initially configure a server in-house, and implementation can be done at low cost and in a short period of time. In addition, because it can be installed anywhere, it supports the shift to home-based contact centers and digital transformation.

This system is AWS※ 1The "AmiVoice Communication Suite 4.1" server is installed on the cloud, and it is possible to implement a full cloud configuration from telephone infrastructure construction to converting telephone voice into text. Since there is no need for dedicated equipment in the customer's environment, it can be used quickly and at low cost compared to the conventional on-premise type.

In addition, with the aim of facilitating operations from home, "AmiVoice Communication Suite 4.1" has enhanced functions that help support operators from home and visualize response status.

[Features of "AmiVoice Communication Suite 4.1"]

1. "Genesys Cloud CX" now supports "AudioHook Monitor" integration

"AmiVoice Communication Suite 4.1" is a new version that supports the cloud API "AudioHook Monitor" provided by Genesys. With this system integration, "Genesys Cloud CX" users can:Full cloud configurationIt will be possible to introduce "AmiVoice Communication Suite 4.1".

2. Visualize response status with the "operator status display function"

Users can freely select the operator status themselves.

"Away", "Finishing up"

These and other information can be checked from the supervisor's management screen, making it possible to visualize the status of operators working from home even when they are working remotely.

3. Operator screen capture function facilitates communication with supervisors

We have added a new full-screen capture function that allows you to capture the entire desktop screen of the operator and send the image to the supervisor immediately. When a supervisor requests an operator to capture a screen, the operator can share the call screen or customer management screen without putting the call on hold, which makes it easier to grasp the situation and allows for quick follow-up with the operator.

4. Freely set the number of licenses allocated among multiple locations

In large-scale environments, it is now possible to share licenses subscribed to by one customer across multiple servers. This allows for flexible license transfer between locations depending on usage.

Advanced Media will continue to work to integrate with various contact center systems and actively develop and provide solutions that contribute to improving business efficiency and productivity.

[AmiVoice Communication Suite overview]

"AmiVoice Communication Suite" has been introduced to over 450 companies and holds the No. 1 share of the domestic market.※ 2This is an AI voice recognition solution for contact centers that utilizes the AI ​​voice recognition AmiVoice. In addition to converting the entire call into text in real time, it has many functions such as emotion analysis, simultaneous monitoring of multiple calls by administrators, and operator support, helping to improve response quality and customer satisfaction. It implements "Bi-LSTM (Bidirectional Long Short-Term Memory)", an advanced deep learning technology, and boasts a high recognition rate.

https://www.advanced-media.co.jp/products/service/amivoice-communication-suite

For more information about "AmiVoice Communication Suite" on AppFoundry,CLICK HERE.

*1 Amazon Web Services, AWS, and Amazon Connect are trademarks of Amazon.com, Inc. or its affiliates in the United States and/or other countries.
*2 Source: ecarlate “Speech Recognition Market Trends 2022” Speech Recognition Software/Cloud Service Market

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