BIZTEL Introduces Emotional Analysis Integration in Latest Update for Enhanced Call Center Performance

BIZTEL Unveils Latest Emotional Analysis Integration in Version 3.13.20

In a significant advancement within the call center sector, BIZTEL, a leading provider of cloud-based CTI and call center systems, has released version 3.13.20, incorporating a crucial feature termed “Emotional Analysis Integration.” This latest update aims to enhance the quality of service in call centers by utilizing call recording data to visualize operators' emotions. BIZTEL, developed by Link Co., has maintained its position as the domestic market leader for nine consecutive years, as recognized in a report by Deloitte Tohmatsu Michi Economic Research Institute.

The cloud-based call center system BIZTEL caters to a wide array of industries, including manufacturing, finance, pharmaceuticals, IT, and services, with over 2,000 corporate users. The platform is known for its exceptional call quality, stability, and robust security, bolstered by an array of advanced features powered by generative AI, such as call summarization, automated evaluation of customer interactions (Kasuhara), and integration with voice bots. These tools collectively aid in optimizing and automating business telephone operations.

Key Features of Version 3.13.20

The latest upgrade of BIZTEL includes functionalities that focus on two critical dimensions in the call center industry: anti-Kasuhara measures and the establishment of supportive organizational frameworks for operators. The details of the new features are as follows:

Emotional Analysis Integration [Optional Feature]

This innovative feature enables the transformation of call recordings into emotional metrics. The emotional data is seamlessly integrated into the “Visualization of Analytical Results” services, allowing users to generate graphical representations of the emotional analysis results. By making such data easily digestible, organizations can effectively monitor changes in operators' psychological states as well as track customer satisfaction levels. This results in more informed on-ground support and improvements in response quality.

To illustrate the integration possibilities, BIZTEL allows the use of the “Emotional Analysis Integration” alongside “Bulk Download of Recordings” and “Change of Recording Method” options. This synergy facilitates collaboration with S-customer relations, providing an emotional analysis support service tailored for contact centers known as “Emotional Medical Charts.” Detailed information about the collaboration can be found here.

- Bulk Download of Recordings: Users can download recorded data generated by BIZTEL, covering a period of 92 days, all secured with SSL encryption during the download process.
- Change of Recording Method: This option enables the generation of call recordings as a single stereo file with separate left/right channels.

With these enhancements, BIZTEL aims to continue contributing to the efficiency of call center operations while actively fostering the development of services that encapsulate customer feedback.

About BIZTEL

Since launching its services in 2006, BIZTEL has established itself as a pioneer in cloud telephony, expanding its offerings to include telephone systems and call center services for businesses. With over 2,000 corporate deployments, BIZTEL has been ranked as the top cloud-based call center system by Deloitte Tohmatsu Michi Economic Research Institute for nine consecutive years. Additionally, it has achieved the top domestic market share in SaaS CTI as noted in a report by Fuji Chimera Research Institute for 2024, solidifying its reputation in the market. For more detailed information on BIZTEL, please visit here.

About Link Co., Ltd.

Link Co., Ltd. operates one of the largest dedicated hosting services, alongside its cloud hosting solutions, featuring the nine-time leading cloud-based call center system, BIZTEL. The company has also ventured into agricultural businesses, managing the Nakahora Farm in Iwaizumi Town, Iwate Prefecture, since October 2011. More information regarding the company can be explored at Link Co., Ltd..