#AWS #Virtualex #Amazon Transcribe

Introduction

Virtualex Consulting Co., Ltd., headquartered in Minato, Tokyo, has announced the launch of a cutting-edge real-time call analysis and visualization solution powered by Amazon Web Services' Amazon Transcribe Live Call Analytics (LCA). This innovative offering aims to enhance the operational quality of contact centers, supporting agents and maximizing the utility of call histories to drive business improvement and digital transformation (DX) through voice data analysis.

Background of the Offering

Amid increasing demands in contact centers for real-time visualization and analysis of call content, AWS's LCA has emerged as an advanced sample solution. However, its primary focus on English-speaking markets posed technical challenges for domestic implementation in Japan. In response, Virtualex has localized the excellent features of LCA to create a version optimized for Japanese environments, allowing contact centers in Japan to utilize functionalities such as Japanese voice recognition, summarization, and assistive features for call visualization.

Virtualex is committed to building an environment that maximizes the value of voice data while ensuring safety, providing seamless support from development and operation to maintenance.

Positioning of the Solution

This solution is designed to support operators and supervisors (SVs) during the call handling phase after connecting with customers. While the previously introduced