Hitachi Systems, Ltd. received a special award (ICT Utilization Award) in the "Customer Support Award System 2015" established by the Contact Center Promotion Council of the Japan Association for Information Technology, a public interest incorporated association.
This award was given to the technical support center of the company's Contact Center Division Platform Support Headquarters, which not only achieved cost reduction through automation using automatic response using IVR and voice recognition, but also reduced abandoned calls (an indicator of ease of connection) and average call time. This recognition was given for maintaining and improving quality indicators such as these.
The voice recognition IVR uses voice recognition technology AmiVoice.
■Customer support award system
The Customer Support Award System was established by the Japan Institute for Information Technology, a public interest incorporated association, with the aim of promoting productivity improvement and the development of effective management systems in customer support in Japan's industries and government agencies. ``Companies that can be recognized as having contributed to the promotion and development of customer support by making an outstanding contribution to management by making ingenuity and advanced attempts in support and services for customers, improving customer satisfaction and solving problems. This is a system that awards the relevant organization/organization once a year.
■Reference: News release from Hitachi Systems, Ltd.
http://www.hitachi-systems.com/news/2015/20150729.html
