English 
CAC identity Co., Ltd. and Persol Business Process Design Co., Ltd. announced that they signed a business partnership agreement on February 6, 2026. The partnership is centered on automating call quality evaluation in contact centers. It brings together CAC identity’s AI based voice analysis technology and Persol Business Process Design’s long experience in designing and running contact center quality evaluation operations.
In contact centers, monitoring and quality checks are essential. They are how companies try to improve customer service. But in many organizations, the work is still done manually. Supervisors listen to recorded calls and evaluate them one by one. This takes time. It does not scale well when call volumes rise. Results can also vary depending on who is doing the evaluation.
Text based automation has started to appear as a way to reduce that workload. But text alone misses important parts of real conversations. Tone of voice. Emotional shifts. The overall impression a customer receives. These elements matter in customer service, yet they are hard to capture with transcripts. Because of this, fully automated and meaningful quality evaluation has been difficult to achieve.
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To address this, CAC identity developed an automated quality evaluation tool called mimity. It uses the company’s proprietary voice emotion analysis AI, Empath. The technology analyzes tone, intonation, speaking speed, pauses, and emotional changes during a call. This makes it possible to evaluate not just what was said, but how it sounded to the customer.
By combining this technology with Persol Business Process Design’s evaluation design and operational know how, the two companies jointly built an AI evaluation model that reflects real contact center conditions. Persol’s expertise is based on HDI international standards, which are widely used in customer support quality assessment. This jointly developed model is now offered as an optional evaluation framework within mimity and forms the core of the partnership.
The focus is on customer perspective. Service quality is not only about internal metrics. It is also about how customers feel during an interaction. mimity’s voice impression analysis measures things that text cannot. Brightness of voice. Clarity of intonation and volume. Overlapping speech. Awkward pauses. Speaking tempo. Emotional transitions as a call progresses. This allows organizations to judge whether information was delivered in a way that felt clear and empathetic.
On top of that, パーソルのビジネスプロセス設計’s HDI based evaluation model is included as an option inside mimity. Calls are assessed using HDI standards across areas like service attitude, communication quality, problem solving, process handling, and responses to difficult situations. Evaluations follow a four point scale aligned with HDI Japan criteria. This makes results easier to understand and easier to apply consistently across teams.
A key point of the solution is that it reflects real operational knowledge. It is based on what actually happens on the contact center floor. Evaluation results are shown in a way that supervisors and quality managers can use directly. Not just scores. Clear reasons. Specific behaviors that influenced the result.
Instead of vague feedback, the system shows why a call was evaluated the way it was. This makes it easier to connect automated analysis to coaching, training, and ongoing improvement. The aim is not just to reduce evaluation workload, but to improve customer experience at the same time.
このパートナーシップを通じて CAC identity is aiming to deploy the solution at more than 30 companies by 2026 and over 100 companies by 2028.
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