日本語 
Link Co., Ltd., the developer of the cloud-based CTI/call center system “BIZTEL,” which has held the No. 1 domestic market share for eight consecutive years, is pleased to announce that starting today, it has begun collaborating with Stadium Co., Ltd., which provides “Dr.Tel,” a solution that automates quality control for call centers.
“BIZTEL” provided by Link is a cloud-based call center system that can be used for anything from simple operation of one seat to large-scale use with hundreds of seats. It is used by over 2,000 companies in various industries, including manufacturing, finance, pharmaceuticals, IT, and the service industry. In addition to clear call quality, a stable system, and a high level of security, it offers a variety of functions such as call summarization by generative AI, automatic detection of customer harassment, and voicebot integration, helping to streamline and automate corporate telephone operations.
“Dr.Tel” provided by Stadium is a cloud service that uses AI to evaluate call quality by scoring and providing feedback for improvements based on evaluation criteria, based on call recording data. Utilizing cutting-edge technologies such as generative AI and emotion analysis, it is possible to obtain appropriate evaluations and feedback that are multifaceted, specific, and go beyond simple numerical values, based on the content of the call and non-verbal information. Furthermore, because evaluation items can be flexibly set for each customer, it is possible to streamline evaluation work without changing the current evaluation criteria.
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Call centers conduct evaluation and management of response quality with the aim of improving customer satisfaction and operator skills.While these are important tasks, they pose challenges, such as the enormous amount of work required to check and evaluate call recordings and provide feedback to operators, placing a heavy burden on supervisors and managers who evaluate them, and the difficulty of maintaining uniformity due to differences in evaluation accuracy between evaluators.
BIZTEL has previously offered a “call analysis” function that quantifies factors such as conversation speed and number of rallies to make evaluation work more efficient, but there have been calls for more advanced quality evaluation functions, such as the ability to customize evaluation items, analyze customer satisfaction through emotion analysis, and provide mental care for operators.
Through this collaboration, BIZTEL users will be able to use call recording data to perform quality evaluation and management in line with their own operations on Dr.Tel. In addition to reducing the time spent reviewing call recordings, the use of AI will standardize the variation in evaluation accuracy and provide specific and effective feedback to operators.
SOURCE: PRTimes
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