BIZTEL has a large market share in cloud-based call center systems and business phone services. Their services use AmiVoice technology. We spoke with Mr. Sakamoto, Director and General Manager of BIZTEL's Business Division at Link Co., Ltd., the company that provides the service, and Mr. Dobashi from the Business Planning Team, about the process of adopting AmiVoice and the benefits it has had.

Product/Service Overview

The No. 1 cloud-based telephony company in JapanServices

BIZTEL is a cloud-based PBX, or telephone service, that allows you to set up a call center or business phone anywhere, as long as you have an internet connection and a computer. The service began in 2006 and is now used by over 2,000 companies. By linking BIZTEL with the AmiVoice API, we offer a "voice recognition integration" function that recognizes the contents of calls and converts them into text, which can be viewed from the BIZTEL management screen, as well as a "voice recognition IVR" function that changes the connection destination based on what the customer is saying and provides automatic responses. (Dobashi)

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Introduction Background

We want to spread the use of speech recognition-based transcription to small and medium-sized enterprises.

AmiVoice was already very well known in the contact center industry, and we had been thinking about collaborating with them for some time. After that, the AmiVoice API was made available for developers, and the idea of ​​using it for transcription and voice recognition IVR as a BIZTEL function became more concrete. BIZTEL has strengths in providing services to small and medium-sized enterprises, and we wanted to further spread the use of transcription in the contact center industry, so we found the versatility and price of the AmiVoice API very attractive. (Sakamoto)

 

Key Drivers of the Adoption

Experience the amazing accuracy of real-time recognition

I think the deciding factors were the recognition rate and the solid API configuration. In particular, I think the accuracy of real-time recognition during transcription is fantastic. Transcription requires real-timeness and accuracy, and I felt that it was completely different compared to other companies. This is one of the very important points. I also think that the ease of registering specific proper nouns is a very important point. (Sakamoto)

The difficulty of implementation

According to the development team, the API was well-developed and the implementation was fairly easy. It was easy to integrate, and it only took about 3-4 months from the start of implementation to the launch of the service. (Mr. Sakamoto)

Introduction Results

BIZTELto enable customers to use the service quickly and at low cost

As a link, we are now able to provide services to customers quickly and at low cost. Previously, introducing voice recognition was seen as a high hurdle, as it took time and money, but by adopting the AmiVoice API, it has become easier to guide customers. Also, since no specialized knowledge is required, there is no need for technical personnel to get involved. Customers also do not need to set up complicated settings, so anyone can use it easily. In addition, the effect of the "text conversion of calls" function is that it reduces the effort of transcribing for correspondence records, and leads to improved work efficiency for customers, such as educating contact center operators and compiling VOC. (Dobashi)

The integration of Amivoice API and BIZTEL has made it possible to quickly and affordably implement a voice recognition contact center system, which was previously a high hurdle, and we have received more contracts from customers than we expected. While it is a happy cry, we are confident that we have created a collaborative service that will help improve the efficiency of everyone's work. (Mr. Sakamoto)