transcosmos upgrades “transpeech,” its speech recognition solution

transcosmos inc. will expand the coverage of “transpeech,” its speech recognition solution, and deliver two upgrades. By the end of 2019, the company will install the solution to 2,000 workstations in its contact center network across Japan, a considerable expansion of its service coverage, and will add a new emotion analysis feature. With this emotion analysis feature, clients can perform new initiatives such as preventing potential issues, visualizing selling points and more, at no extra charge.

• Update 1: Expand “transpeech” coverage up to 2,000 workstations, the largest scale in Japan.
• Update 2: New emotion analysis feature enables clients to assess new element of service quality

With a speech recognition feature that converts speech to text, clients can evaluate contact center service quality based on the text data. Now with an emotion analysis feature in place, the upgraded speech recognition system enables clients to analyze speakers’ emotions and utilize the results as a new element in assessing contact center service quality.    

Clients can deliver highly sophisticated initiatives by utilizing this new feature that detects speakers’ emotions and alerts. More specifically, contact center managers can prevent potential issues by following up on agents based on the detected negative customer emotions such as anxiety and anger whilst improving agents’ service performance by recognizing and handling early signs of an increase in their stress level. In addition, clients can utilize the solution for their outbound sales activities in various innovative ways. For example, by grasping customer expectations and their feelings of rejection, agents can modify and match their responses to customers emotions in real time that ultimately helps clients increase contract win rate.

transcosmos continues to drive the expansion of its speech recognition services including conversation summary services and immersive virtual reality (IVR) technology whilst further enhancing “transpeech” features with the aim of solving challenges that clients face in the contact center business.

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