#Japan #Tokyo #NextGen #LA-6000 #Genesys Cloud CX

Nextgen's Innovative LA-6000 Voice Capture System

Nextgen Corporation, headquartered in Minato, Tokyo, Japan, has recently announced a significant enhancement to its voice capturing system, the LA-6000. This state-of-the-art system now supports integration with Genesys Cloud CX™️ through its cloud API, AudioHook Monitor. This advancement allows users of Genesys Cloud CX to effortlessly connect with a variety of external AI services and functionalities via the LA-6000. As a result, enterprises can smoothly implement advanced features such as real-time voice recognition, text mining for FAQs, and sentiment analysis, ultimately leading to improved customer experience (CX) and operational efficiency.

Addressing Barriers in AI Utilization in Contact Centers

In the current contact center market, the proliferation of cloud-based platforms, notably the industry leader Genesys’s Genesys Cloud CX™, is matched by an increasing demand for AI-driven capabilities like voice recognition and sentiment analysis. However, integrating contact center systems with different technical domains presents substantial challenges, mainly due to the need for in-depth expertise in both areas. This gap has created a significant barrier to the adoption of AI technologies in contact centers.

Nextgen's LA-6000 acts as a 'voice integration hub', bridging the divide between phone infrastructure and AI systems. It enables the incorporation of the latest AI services into current contact center setups without affecting their existing operations. This unique capability is a key feature of the LA-6000, allowing rapid deployment of AI solutions without disrupting established systems.

Key Benefits of the LA-6000 and Genesys Cloud CX Integration

1. Simple External AI Integration
Through the LA-6000, businesses can connect to various external AI services and functions without the need for intricate individual development processes. This simplification enhances the overall user experience and encourages more organizations to adopt AI solutions.

2. Realization of Advanced CX and Operational Efficiency
By providing easy access to cutting-edge AI features such as real-time voice recognition and sentiment analysis, companies can significantly enhance customer interactions while simultaneously reducing the workload of their operators, creating a more balanced approach to efficiency and customer satisfaction.

3. Minimal Disruption to Existing Systems
The integration with LA-6000 ensures that existing contact center environments remain unaffected, facilitating a swift introduction of AI services (DX acceleration) that can transform how companies manage customer interactions.

Future Developments

Since its establishment, Nextgen has built a strong technical foundation by catering to telecommunication providers, leading to extensive involvement in developing solutions for contact centers. Concurrently, the company has been engaged in research and development of AI-driven voice recognition technologies for nearly a decade and actively promotes collaboration between academia and industry. By leveraging extensive experience in both areas, Nextgen aims to drive AI utilization in the contact center sector, contributing to improvements in customer experiences and increased productivity by alleviating operators' burdens.

With this integration of Genesys Cloud CX™️, demand for the LA-6000 is expected to grow significantly. Nextgen has set a target of achieving approximately 2.5 billion yen in sales related to call recording business over the next three years. Furthermore, the company plans to accelerate the integration of AI solutions surrounding contact center systems, enhancing its value proposition.

Overview of Integrated Services for LA-6000

Voice Recognition and Sentiment Analysis AI Services

• - Enour CallAssistant - Optage Inc.
• - ForeSight Voice Mining - NTT Tech Cross Corporation
• - RECAIUS Contact Center Plus - Toshiba Digital Solutions Corporation

CTI Services

• - UNIVERGE SV9500CT - NEC Platforms, Inc.
• - Cisco Unified Communications Manager - Cisco Systems, Inc.
• - Avaya Aura - Avaya
• - NETTOWER CX-01 - Hitachi Information Communications Engineering Co., Ltd.
• - Genesys Cloud CX - Genesys Cloud Services Corporation
• - CT-e1/SaaS - Comdesign Inc.

Supported PBX Systems

• - UNIVERGE SV9500 - NEC Corporation
• - Various components from Avaya and Genesys Cloud Services.

Additional Insights

The LA-6000 is defined not only as a conversation recording device but also as a software that captures recorded voice data and bridges it in real-time with external services, including AI. Its design addresses the growing need for collaboration with established CTI systems and various AI services.

Nextgen, founded in 2001, introduced IP technology into telephone networks, leading to a revolutionary innovation that halved communication costs. As a pioneer in transforming Japan's voice communication networks, Nextgen’s software and systems are adopted by major telecommunications carriers, as well as government bodies and large enterprises, ensuring reliability and stable communication quality.

To learn more about Nextgen's offerings, visit their official website here.

For inquiries, please reach out to Nextgen Corporation’s Business Enabling Division or use the contact form available.