AmiVoice® Communication Suite, a voice recognition solution for contact centers, begins API integration with Comdesign's cloud-based CTI "CT-e1/SaaS"

"AmiVoice Communication Suite," an AI voice recognition solution for contact centers provided by Advanced Media Inc. (headquarters: Toshima-ku, Tokyo; Chairman and CEO: Suzuki Kiyoyuki; hereinafter "Advanced Media"), and "CT-e1/SaaS," a cloud-based CTI for contact centers provided as a monthly service by ComDesign Inc. (headquarters: Hirakawacho, Chiyoda-ku, Tokyo; hereinafter "ComDesign"), have begun API integration.

The contact center industry faces many challenges, including chronic labor shortages, increasingly complex and sophisticated operations, and the need to improve the quality of operator responses and operational efficiency. To solve these issues, it is important to introduce systems that enable efficient operation of contact centers.

This API integration will enable "CT-e1/SaaS" users to introduce "AmiVoice Communication Suite" more smoothly. For example, a full cloud configuration that does not require server installation can be implemented at low cost and in a short period of time.
In addition, it is now possible to obtain a wealth of call information that was previously not possible depending on the environment, enabling the linking of further customer information and demonstrating the true value of "AmiVoice Communication Suite."
After implementation, by utilizing the extensive functions of "AmiVoice Communication Suite," it will promote operational efficiency and productivity improvements at contact centers, contributing to solving the issues faced by contact centers.
Following the API integration, the system was first introduced at the contact center of Cainz Corporation, a major home improvement retailer.

[Comment from Cainz]
When introducing CT-e1/SaaS, it was assumed that AmiVoice, which had been introduced previously, would continue to be used. However, as this was the first time that our company had linked these two systems, we had them create a new environment for us.

"By achieving API integration between AmiVoice Communication Suite, which maintains a high level of reliability in voice recognition, and CT-e1/SaaS, which offers high flexibility and scalability not found in other CTIs, we hope to be able to accelerate the strategic expansion of our contact center's functions and, as a result, the promotion of improved CX."

Nozomi Nishimura, General Manager, Customer Service Department, Corporate Support Division, Cainz Corporation

Advance Media will continue to support the DX of contact center operations by collaborating with a variety of services and solutions, and will contribute to improving response quality, customer satisfaction, operational efficiency, and sales.

About "AmiVoice Communication Suite"

“AmiVoice Communication Suite” has the No. 1 share in the industry ^* It is a contact center solution equipped with AmiVoice, an AI voice recognition system developed by Yahoo! Ami. In addition to converting all call content into text, it has many functions such as emotion analysis, topic extraction, simultaneous monitoring of multiple calls by administrators, and operator support, helping to visualize call content and improve response quality.
Cloud version/on-premises version, real-time recognition processing/batch recognition processing are available, allowing flexible operation regardless of the number of seats or scale of the contact center.
https://www.advanced-media.co.jp/lp/communication-suite/

About "CT-e1/SaaS"

"CT-e1/SaaS" is a cloud-based CTI service provided by Comm Design. In addition to the benefits of cloud-based services such as low cost and no dedicated equipment, it also has the advantage of comprehensive functionality and the ability to flexibly customize for each company, and has been adopted by a total of 1,745 tenants with over 31,000 seats.
https://comdesign.co.jp/

■ About Comdesign Inc.
Comm Design was founded in 2000. It began providing the cloud-based CTI service "CT-e2008/SaaS" in 1. With its highly scalable in-house developed architecture and "CXaaS" service model that can precisely meet the needs of users, Comm Design is popular with call centers of all industries, from small to large.
*What is CXaaS (Customer Experience as a Service)?
"CXaaS" is a service model that not only provides and develops the cloud CTI functions required by call centers, but also provides a support system by specialized engineers required for use at a flat rate.
https://comdesign.co.jp/

*Source: ecarlate LLC “Speech Recognition Market Trends 2024” Speech Recognition Software/Cloud Service Market

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