Launch of ``Bell Cloud VOC,'' a contact center technology service that visualizes and analyzes voice conversations with customers on the cloud

Bell System 13,000 Co., Ltd. (Representative Director, President and Executive Officer: Kenji Komatsu, Headquarters: Chuo-ku, Tokyo), Advanced Media Co., Ltd. (Chairman and President: Kiyoyuki Suzuki, Headquarters: Toshima-ku, Tokyo), Vext Co., Ltd. ( Representative Director and President: Tetsu Ishii, Head Office: Shinagawa-ku, Tokyo) and ITOCHU Techno Solutions Co., Ltd. (Representative Director and President: Tetsu Kikuchi, Headquarters: Chiyoda-ku, Tokyo) are cloud-based contact center platforms with a track record of operating XNUMX seats in Japan. BellCloud^ⓡWe plan to start providing "Bell Cloud VOC" (*1) equipped with voice recognition and text mining functions from January 2016.

In recent years, the need for use in contact centers has rapidly increased from the perspective of improving service quality and increasing efficiency. Voice recognition and text mining tools are being built by each company due to the need to strengthen security and link with platforms. In many cases, the cost of introduction and maintenance and the human burden of assigning experts were hurdles to introduction.

In contrast, BellCloud operated by Bell System 24^ⓡThe voice recognition and text mining services provided above can be used as optional services for the contact center's voice infrastructure, making it possible to use the required number of seats for the required period of time, as well as providing one-stop operation and maintenance services. It is expected that the burden on companies for implementation and operation will be significantly reduced.

■Features of Bell Cloud VOC

①AmiVoice from Advanced Media, which boasts Japan's top-level implementation track record in voice recognition.^ⓡCommunication Suite2 (*500), VextMiner, which boasts a track record of implementation in over XNUMX companies in the text mining field, from finance to manufacturing and communication fields.^ⓡ(*3), Bell Cloud^ⓡAvailable as an optional service.


②Since it is provided as a cloud service, it is possible to use it flexibly on a monthly basis, such as deploying it on a small scale and then expanding it to the entire system, or increasing the number of licenses during busy periods.


③For customers using contact center operation services, we can also provide one-stop services from tool setup and maintenance, VOC analysis planning and construction to report creation.

■Role of each company
This service incorporates Advanced Media and Vext's technology onto Bell System 24's cloud, and sells it to Bell System 24's approximately 4,000 customers and ITOCHU Techno Solutions' customers, and provides system integration as necessary. to hold.

■Usage image
-Collect customer feedback (VOC) regarding products, services, and sales activities and create marketing reports
-Improve contact center operations, such as strengthening quality management and reducing after-call work

*1: Bell Cloud^ⓡAbout (provided by Bell System 24)
By integrating and consolidating the system infrastructure of the contact center business using the latest technology, we are reducing costs through large-scale consolidation of 25 locations and 13,000 seats in Japan, while at the same time providing high stability, reliability, and advanced services nationwide. It is possible to provide this without relying on
In addition to voice infrastructure, we can also provide home call center, quality management, and workforce management functions.

*2: AmiVoice^ⓡAbout Communication Suite2 (provided by Advanced Media)
This is a solution that aggregates the "voices" generated at call centers into a single database and enables various uses. Using voice recognition technology, all conversations with customers can be transcribed into text, which can be used for VOC analysis, call monitoring, and compliance measures. In addition, it is possible to monitor essential words and NG words that must be said during a conversation, perform voice keyword searches, etc., which leads to improved response quality.

*3: Vext Miner^ⓡ(Courtesy of VextMiner) About VextMiner^®is a text mining tool that uses a unique method to automatically generate knowledge models from text data and can analyze huge amounts of text data at high speed and with high accuracy without creating complicated dictionaries. The visual interface not only allows you to easily construct a classification system, but also shows its power in discovering even the slightest signs hidden in big data. Furthermore, it is an all-round analysis system that can freely perform detailed VOC analysis and response quality analysis on the entire voice-recognized conversation data.

[Inquiries regarding this matter]
■Bell System 24 Marketing Department Kazuki, Yamano, Nakatsu
E-mail: marketing-info@bell24.com /TEL: 03-6893-9600 (main)

■Vext Co., Ltd.
Sales Department Ito
E-mail: vext_press@vext.co.jp / TEL: 03-5450-1030 (Representative)

■ITOCHU Techno Solutions Co., Ltd.
Public Relations Department Asano
E-mail: press@ctc-g.co.jp /TEL: 03-6203-4100