Expanding sales of a voice recognition solution for call centers and migrating it to the cloud

「Adoption of AmiVoice® Communication Suite progressed steadily. We also added an AI assistant function that supports operators during calls and an end-to-end speech recognition engine designed to improve speech recognition accuracy.」

「For the AI speech recognition automated response service (AI-IVR) “AmiVoice® ISR Studio” for voicebots, we worked to strengthen external system integration functions so that the service could integrate flexibly and smoothly with a variety of business systems without dependence on specific environments, with the aim of improving convenience and operational efficiency.」

「We continued to expand the number of customer companies and users of AmiVoice® Communication Suite, an AI speech recognition solution for contact centers, through collaboration with sales partners, primarily major systems integrators.」

「We expanded the customer base for the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” through collaboration with sales partners, primarily major system integrators. We also advanced collaboration with partner companies, including integration of “AmiVoice® Communication Suite” with products from アルティウスリンク株式会社 and TECHMATRIX CORPORATION. In addition, we advanced market implementation of the voicebot AI speech recognition automated response service (AI-IVR) “AmiVoice® ISR Studio” and “AmiVoice® CQM Assist,” a service supporting improvements in operator response quality. Stock ratio: 89.9% at the end of the first quarter → 86.7% at the end of the interim period Licenses (cumulative): 83,851 at the end of the first quarter → 89,744 at the end of the interim period」

「We added external generative AI integration functions to “AmiVoice® Communication Suite” and enhanced the product’s capabilities, including call summarization and integration with CRM systems. We also stimulated and expanded demand for AI applications in the contact center industry, including through adoption by advanced companies of “AOI LLM for AmiVoice® Communication Suite,” which enables the use of a large language model in a secure local environment, with accuracy enhanced by data owned by the user companies.」

「Implementation of the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” progressed steadily through collaboration with sales partners, primarily major system integrators, and the stock ratio year on year also improved (+8.6%). As a result, revenue and profit increased year on year, following the acquisition of large projects and substantial revenue and profit growth in the same period of the previous fiscal year. Licenses (cumulative): 75,330 at the end of the first quarter → 77,403 at the end of the interim period」

「Adopted by 519 companies, including banks, life insurers, manufacturers, pharmaceutical companies and mail-order companies (as of the end of March 2024)」

「Sales of the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” performed strongly through collaboration with sales partners, primarily major system integrators.」

「Sales of the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” performed strongly through collaboration with sales partners, primarily major system integrators, including the implementation of 2 large projects.」

「Implementation of the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” progressed steadily through collaboration with sales partners, primarily major system integrators. We also advanced collaboration with development partners, including by integrating “AmiVoice® Communication Suite” with the system of ジェネシスクラウドサービス株式会社.」

「The AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” performed strongly, driven by advances among sales partners, development partners and end-user companies. Against this backdrop, we advanced collaboration with partner companies, including improving operational efficiency at municipal call centers operated under contract by NEC Corporation and integrating with the cloud CRM solution for contact centers provided by 株式会社OKIソフトウェア. Stock ratio: 68.5% at the end of the second quarter → 70.2% at the end of the third quarter Licenses (cumulative): 59,787 at the end of the second quarter → 61,050 at the end of the third quarter」

「In addition, the number of seats implemented at 株式会社ベルシステム24, including use by client companies and internally, exceeded 1,000, and implementation as a standard function was scheduled going forward. Stock ratio: 69.3% at the end of the first quarter → 68.5% at the end of the second quarter Licenses (cumulative): 57,793 at the end of the first quarter → 59,787 at the end of the second quarter」

「Implementation began toward adoption of the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” as a standard function at contact centers operated by りらいあコミュニケーションズ株式会社. Stock ratio: 67.2% at the end of the previous fiscal year → 69.3% at the end of the first quarter under review" Licenses (cumulative): 56,120 at the end of the previous fiscal year → 57,793 at the end of the first quarter under review」

「We advanced proposals and implementation of the new version, “AmiVoice® Communication Suite4,” of the AI speech recognition solution for contact centers. Together with partner company トランスコスモス株式会社, we also introduced the English version of the voice AI for the first time in Japan at 京セラドキュメントソリューションズジャパン株式会社, in a hybrid operation combining voice AI with human telephone support. Stock ratio: 53.5% at the end of the same period of the previous fiscal year → 67.2% at the end of the current fiscal year」

「We began selling the new version, “AmiVoice® Communication Suite4,” of the AI speech recognition solution for contact centers. The new version provides real-time visualization of call trends through AI topic extraction, enhanced communication functions to support remote operators, and improved recognition accuracy through the inclusion of a Bi-LSTM engine using the latest deep-learning technology. We also strengthened collaboration with various partners and pursued new projects. Stock ratio: cumulative 57.1% at the end of the third quarter of the previous fiscal year → cumulative 72.4% at the end of the third quarter under review」

「We advanced development toward a major version upgrade of the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” adding new functions such as the real-time visualization of call trends through AI topic extraction and enhanced communication functions to support remote operators. We also strengthened collaboration with various partners and pursued new projects. Stock ratio: cumulative 56.8% at the end of the second quarter of the previous fiscal year → cumulative 76.0% at the end of the second quarter under review」

「We strengthened collaboration with partners, including the conclusion of a technology partnership agreement between the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” and ジェネシスクラウドサービス株式会社, which has received strong global market recognition for its call center cloud platform. Stock ratio: 53.5% at the end of the previous fiscal year → 82.3% at the end of the first quarter under review」

「Adopted by 375 companies, including banks, life insurers, manufacturers, pharmaceutical companies and mail-order companies (as of the end of March 2021)" Stock ratio: 32.6% at the end of the previous fiscal year → 53.5% at the end of the current fiscal year」

「In addition, the AI speech recognition solution for contact centers, “AmiVoice® Communication Suite,” was integrated with “BIZTEL,” the cloud telephony service provided by 株式会社リンク, a pioneer in cloud telephony services.」

「The company also launched AmiVoice® TextStream for Amazon Connect, an AI speech recognition API that enables rapid, low-cost implementation of speech recognition functionality for Amazon Connect, the cloud-based contact center service of Amazon Web Services Japan K.K.」

「AmiVoice® Communication Suite3, the AI speech recognition solution for contact centers, began operating at OTSUKA CORPORATION's work-from-home contact center. The company also advanced proposals for using work-from-home contact centers as measures to prevent the spread of COVID-19 and for other purposes.」

「Although competitors have entered the contact center market, the company expanded its market share by strengthening the competitive advantages of its AI speech recognition solution for contact centers, AmiVoice® Communication Suite, including recognition accuracy, functionality and implementation track record, and by strengthening partner collaboration. Meanwhile, the acquisition of large projects, a flow business, and the adoption of subscription services, a stock business, both progressed steadily, resulting in a 30.3% increase in revenue and a 10.3% increase in profit from the previous fiscal year.」

「Meanwhile, the acquisition of large projects also progressed steadily.」

「Although competitors have entered the contact center market, the company expanded its market share by strengthening the competitive advantages of its AI speech recognition solution for contact centers, AmiVoice® Communication Suite, including recognition accuracy, functionality and implementation track record, as well as by strengthening partner collaboration. Meanwhile, it advanced the acquisition of large projects, including adoption by SoftBank Corp.'s contact centers.」

「Although competitors have entered the contact center market, the company expanded its market share by strengthening the competitive advantages of its AI speech recognition solution for contact centers, AmiVoice® Communication Suite, including recognition accuracy, functionality and implementation track record, as well as by strengthening partner collaboration. It also strengthened its support structure to encourage continued use by customer companies.」

「Although competitors entered the contact center market, the company's AI speech recognition solution for contact centers, AmiVoice® Communication Suite, grew into an essential solution and further strengthened its market presence. In terms of functionality, it was equipped with emotion analysis and LSTM technology, an advanced deep-learning technology based on recurrent neural networks, making emotions visible and substantially improving recognition accuracy.」

「The company added emotion analysis and LSTM technology, an advanced deep-learning technology based on recurrent neural networks, to the AI speech recognition solution for contact centers, AmiVoice® Communication Suite, making emotions visible and substantially improving recognition accuracy. It also advanced collaboration with various companies, including integration with Amazon Connect, Amazon Web Services (AWS)'s cloud-based contact center service.」

「The company also strengthened its relationships with various companies, including by integrating with a text-mining tool from NTT DATA Mathematical Systems Inc. and adopting its solution for Transcosmos Inc.'s speech recognition solution for contact centers. These initiatives increased revenue and drove the performance of the group as a whole.」

「Meanwhile, the company launched the real-time version of its cloud-based AI speech recognition solution for contact centers, AmiVoice® RealtimeScriber Cloud. Compared with previous products, it enabled rapid deployment and lower-cost use, expanding the range of target customers.」

「Adopted by 218 companies, including banks, life insurers, manufacturers, pharmaceutical companies and direct-to-consumer retailers (as of the end of March 2018).」

「The company entered into a sales partnership agreement with SCSK Corporation and promoted stronger sales of the speech recognition solution for contact centers, AmiVoice® Communication Suite. It also steadily acquired large projects, including adoption at every seat of the contact centers at major financial institutions and at all 5 locations nationwide of Leopalace21 Corporation.」

「Large projects were acquired steadily, including the adoption of the speech recognition solution for contact centers, AmiVoice® Communication Suite2, by A.C.S. Debt Management and Collection Corporation, a subsidiary of AEON Financial Service.」

「The speech recognition solution for contact centers, AmiVoice® Communication Suite2, was adopted by and began operating in the debt collection division of Sumitomo Mitsui Card Company, Limited, among other developments, resulting in steady growth in the number of installations.」

「Adopted by 171 companies, including banks, life insurers, manufacturers, pharmaceutical companies and direct-to-consumer retailers (as of the end of March 2017).」

「The company began providing a customer satisfaction survey service using Digi-Ana Communications Co., Ltd.'s SaaS-based IVR, integrated with AmiVoice® Cloud WebAPI. It also developed the AI solution for contact centers, AmiVoice® Communication Suite3, which visualizes customer interactions by seat and supports improvements in service quality and customer satisfaction through speech recognition and emotion analysis technologies.」

「In addition to expanding sales of the speech recognition solution for contact centers, AmiVoice® Communication Suite2, the company launched the cloud service AmiVoice® Communication Suite Cloud Batch Edition and acquired new customers.」

「In addition to expanding sales of the speech recognition solution for contact centers, AmiVoice Communication Suite2, the company advanced the planning and development of the cloud service AmiVoice Communication Suite Cloud in preparation for its launch.」