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transcosmos and Advanced Media Developed “Hybrid Multilingual Contact Center Service”

For Multilingual Inquiries, transcosmos Will Provide Services in Three Stages: Smartphone App, Virtual Operator, and Contact Center

May 25, 2015

transcosmos inc.
Advanced Media, Inc.

transcosmos inc. (Headquarters: Tokyo, Japan; President and COO: Masataka Okuda; TSE First Section: 9715; hereafter, transcosmos) and Advanced Media, Inc. (Headquarters: Toshima-ku, Tokyo; CEO and President: Kiyoyuki Suzuki; hereafter, Advanced Media) have developed and began offering “Hybrid Multilingual Contact Center Service” which responds to multilingual iquiries in three stages of Smartphone app, virtual operator, and contact center responses. Advanced Media, a leading company in voice recognition, works on development, maintenance, and operation of the Smartphone app and virtual operator. transcosmos, the largest BPO service provider, is responsible for contact center operations. Both will take on the virtual operator’s tuning.

“Hybrid Multilingual Contact Center Service” would respond to multilingual inquiries which continue to increase every year, by combining three methods of customer services. Frequently asked questions are responded by a Smartphone app, and those inquiries which require correspondence are responded by virtual operators. When neither can resolve the matter, the call is connected to the contact center operator, making certain that the customers’ inquiries are responded. The service will begin with Japanese and English, as well as other languages such as Chinese, Korean, Portuguese, Spanish, Thai, and Tagalog, will be added as needs arise.

Overview of the service offered by Hybrid Multilingual Contact Center

Overview of the service offered by Hybrid Multilingual Contact Center

(1) Smartphone app
With a Smartphone app, frequently asked questions are responded, and inquiries which cannot be answered will be handled by virtual operators as the secondary response.

(2) Virtual operator
A voice recognition engine AmiVoice, conversation engine, and virtual operators with synthetic voices respond to the inquiries. It recognizes the customers’ voice and provides appropriate responses based on the pre-learned knowledge data. In case the voice recognition cannot be made, or in case the customers desire responses by a live operator, the inquiries are escalated to the contact center.

(3) Contact center (Operator)
At the contact center, multilingual operators respond to the inquiries.

According to the corporate clients’ needs, solutions are designed, developed, and offered by combining the above. By responding to the majority of inquiries with virtual operators, the call volume can be flexibly accommodated. Also, by tuning the virtual operators’ knowledge data from the viewpoints of technology and operation, continuous maintenance and improvement of the service quality are possible.

transcosmos and Advanced Media will aim at Year 2020, when an increase in usage by foreign users is anticipated, especially to provide service for the communications industry and tourism industry. The goal is to implement this service for 20 corporations by Fiscal Year 2018.

Related Services

* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos inc.

transcosmos launched operations in 1966. Since then we have combined superior “human resources” with up-to-date “technological” capabilities to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers Cost Reduction Services (Contact Center, HR/Financial/Sales Back Office, Order Management/SCM, System Development/Management etc.) and Sales Expansion Services (Big Data Analysis, Internet Advertising, Website Construction/Management, Smartphone/SNS Utilization, Telemarketing etc.). transcosmos continues to pursue operational excellence by providing these services through our 133 locations in 18 countries with a focus in Asia. Furthermore, following the expansion of E-Commerce market on the global scale, transcosmos provides a comprehensive, one-stop global E-Commerce service to deliver our clients’ excellent products and services to consumers in 39 countries. transcosmos aims to be the “Global BPO Partner” of our clients to provide them with high quality BPO services on a global scale.

About Advanced Media, Inc.

• Planning, designing, development, and sales of solutions with AmiVoice, a voice recognition technology, installed
• Development and Sales of application products with AmiVoice, a voice recognition technology, installed
• Providing a voice recognition technology AmiVoice to corporations as a license
The voice recognition technology AmiVoice recognizes anyone’s voice anywhere at any time and makes possible a speedy processing with high accuracy. In addition to being equipped with specialized dictionaries with expertise in various industries, by having customers’ conversations learned by the specialized dictionary, recognition with an even higher accuracy becomes reality.

Inquiries from the media should be forwarded to

transcosmos inc. Public Relations & Advertising Department
Mail: pressroom@trans-cosmos.co.jp

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