#Japan #Tokyo #cloud technology #CT-e1/SaaS #Opesuisui

Introduction

In the fast-paced world of customer service, efficiency and quality are paramount. Recognizing this, Comdesign Co., Ltd. has launched a collaborative service between its cloud-based CTI system, CT-e1/SaaS, and Standard AI's innovative solution, Opesuisui. This integration aims to boost the efficiency of contact center operations while standardizing service quality—two critical factors in today’s customer-focused industries.

Challenges Faced by Contact Centers

Contact centers frequently contend with a myriad of challenges including high employee turnover, inconsistent service quality, and prolonged after-call processing times. These issues disrupt productivity, harm customer experiences, and hinder employee training. As companies increasingly adopt AI solutions to counter these challenges, innovative tools like Opesuisui are helping where traditional methods have faltered. Recent developments indicate these solutions can significantly enhance operational efficiency, especially by minimizing routine tasks and ensuring consistency in responses.

Features of Opesuisui

Opesuisui is an AI-powered tool designed to assist contact center operators by comprehending conversations in real-time and providing navigational support on browser interfaces. It quickly analyzes ongoing calls to suggest topics to discuss and proposed answers, while also automating call summaries and reporting after conversations. This function drastically improves operational efficiency by empowering staff to communicate without hesitation and ensures accurate documentation.

Opesuisui offers three key features that facilitate smooth operator performance:

1. Quick Issue Identification
The tool analyzes customer inquiries in real-time, delivering scenario-based procedural blocks that guide operators through conversations. This functionality boosts both the speed and accuracy of initial responses, allowing operators to remain focused on the customer while efficiently navigating the dialogue.

2. On-the-Fly Question Assistance
Opesuisui swiftly identifies question types and presents optimal answers based on an up-to-date FAQ database, continuously learning from previous call histories to improve its knowledge base. Operators benefit from accurate and relevant information, which enhances the resolution of customer inquiries.

3. Streamlined After-Call Processing
By automating the analysis of conversation details, Opesuisui generates accurate call logs, input items, and draft reports. If essential steps are overlooked, the AI prompts operators, thereby significantly reducing time spent on documentation and enabling staff to manage higher volumes of calls with fewer overtime hours.

Moreover, with secure AI tailored for each company, this solution is adaptable to any operational environment.

To learn more, visit: Opesuisui

Integration Benefits

The collaboration between CT-e1/SaaS and Opesuisui creates an advanced platform that supports operators by allowing for seamless data transfer of voice inputs to the AI’s speech-text engine. The engine then synthesizes and summarizes conversations based on external knowledge resources, amplifying operational support for contact center teams.

Preliminary Impact Data:

• - Average Handling Time (AHT): Reduced by approximately 27.4%
• - After-Call Work (ACW): Decreased by about 54.3%

These results have been particularly pronounced among new hires and trainee staff, illustrating the effectiveness of AI in rapidly enhancing agent performance:

• - Before AHT: 821 seconds → After AHT: 596 seconds
• - Before ACW: 317 seconds → After ACW: 145 seconds

Easy Implementation

For businesses currently using CT-e1/SaaS, integrating Opesuisui poses no need for extra equipment or system adjustments, ensuring a smooth adoption process. For companies that provide contact center solutions, this partnership simplifies AI implementation, making it a viable solution to tackle workforce shortages and enhance operational efficiency that have plagued the industry in recent years.

The introduction of Opesuisui enriches Comdesign's mission to advance its Converged Communications Platform (CCP), setting the stage for a transformative customer experience framework.

About CT-e1/SaaS

Developed by Comdesign, CT-e1/SaaS stands as a cornerstone cloud-based CTI service that requires no specialized hardware, complemented by high extensibility and customizable functionalities adaptable to diverse business scales. To date, this service has been adopted by 1,825 tenants across over 32,000 seats. More details are available at Comdesign.

Conclusion

The partnership between CT-e1/SaaS and Opesuisui opens new horizons for contact centers striving for operational excellence. This AI-driven solution promises to drive essential innovation, push boundaries, and significantly improve the quality of customer interactions in the ever-evolving landscape of communication technology.

For additional information or inquiries:

• - Opesuisui Contact: Standard AI Co., Ltd. | Phone: 03-5980-8465 | Email: [email protected]
• - CT-e1/SaaS Contact: Comdesign Co., Ltd. | Phone: 050-5808-5500 | Email: [email protected].