xTrmSolution is the integration of AI technologies, which includes Text Analysis (TA) technology such as STT (Speech to Text), NLP (Natural Language Processing), with the know-how from BPO (Business Process Outsourcing). It is aimed at the elevation of the productivity and efficiency of the Contact Center.
xtrmSolution is also planning for the rollout of the next-generation VoiceBot Solution that combines business and IT technologies.
xtrmSolution provides intelligent AI Contact Center service environment to help companies from diverse industries to accelerate the pace of Digital Transformation through continuous R&D investments. This has been possible with the background in the latest AI technology and understanding of the Contact Center business.
The main solutions
Core Engine
xtrmSTT
Real-time voice
recog. engine
xtrmTA
Real-time text
analysis engine
Web Solution
xtrmVOC
Speech anal. soln
for customer couns.
xtrmQMS
Automatic counselling-quality
eval. soln
xtrmAdvisor
Real-time counselling
assistance soln
xtrmKMS
Intelligent knowledge
mgmt soln
xtrmHiBot
VoiceBot solution
Management Tool
xtrmTools
Model lrning/prod/distrib. mgmt tool
Main Features
All-in-One solution
We realized an All-in-One solution based on our own technology such as central core engine and web solutions.
A flexible solution tailored to the needs
Based on the BPO (business process outsourcing) operation know-how, each of the designed solutions were all modularized and provided with flexibility for the needs of the clients.
Total AI solution
xtrmSolution is not simply a technology-based solution but closely integrated with the work of the Contact Center for a dedicated Total AI solution.
Expectation effects
With the introduction of xtrmSolution, the firm’s rapid response is possible regarding customer dissatisfaction or emergency situations through repeated systematic management of RISK-VOC and real-time emotion-analysis of the customer in addition to enhancing the proportion of FCR (First Call Resolution) through the optimal knowledge recommendation.
Enhancement of counselling quality and productivity through real-time counselling work assistance and analysis
Strengthening the competitiveness of the Contact Center
Shortening the educational period for new counsellors
Assisting with real-time counselling work
Raising the satisfaction of counsellors’ work
Strengthening of the counselling capabilities through the reduction of transfers
Raising customer
satisfaction
Raising the counselling accuracy of first calls
Utilizing the information recommendation that the customer wants
Raising customer satisfaction by reducing the average call time
Securing the bases for customer-tailored service in the future
Strengthening
the working capabilities of
the counsellors
Composing a counselling main screen that is work-friendly
Providing the recommendation guide for learning-based knowledge
Recommending counselling categories through conversation analysis
The reduction of follow-up time through counselling wrap-up
Expanded management
indices
Emphasized analysis of danger/core keywords
Optimized analysis results charts
Automatic evaluation of initiated call quality
Monitoring to detect abnormalities
Customer example
In the process of building and operating solutions for the large-scale client company Unicorn as well as other client companies in various fields, we are in the process of securing more than 2,000 seats of clients. As the recognition percentage is high and the VOC analysis function has been proven to be effective, we are currently increasing our share in the contact center AI solution market.
