Call centers face a variety of issues, from raising the efficiency of operations and improving response quality to classifying and analyzing conversations and compliance measures.
With solutions from Advanced Media, many of the problems faced by call centers can be solved.
AmiVoice Communication Suite2 is a system for using server processing to perform real-time voice recognition of customer conversations, the first* such solution for the call-center industry. Real-time voice recognition can be used without any negative impact from telephones, client terminals, or other parts of the work environment. (* based on Advanced Media's independent research)
Performing voice recognition processing on a server can reduce the load on client terminals.
Recordings are not affected by telephone echo, resulting in improved voice quality and more precise voice recognition on the customer side.
With our conventional product, AmiVoice Assist, there were cases when a call that is transferred or put on hold would be managed in separate files for phone system-related reasons. With AmiVoice Communication Suite2, however, processing is performed on the server, so even if a call is put on hold or transferred the conversations can now be linked to each other.
Voice recognition processing is performed on the server, with client terminals only needing to display the results. As a result, no load is placed on client terminals, and conversations can be converted into text in real time, even in a thin client environment.
One recorded file is saved for each conversation; the call is not split up even if it is put on hold. Also, even if the call is transferred, it is linked as a related conversation and displayed on the conversation details screen of AmiVoice SpeechVisualizer, thus improving operational efficiency by making conversations easy to find.
Conversations with customers converted to text in real time. Helps improve call center response quality and increase operational efficiency.
Converts recorded voice conversations to text via batch processing. Can be used for marketing analysis or to reinforce compliance.
Text produced by voice recognition is managed via sound and letters to help improve the efficiency of call center operations.
Enhance the customer sastisfaction by reducing a time spent in IVR