Integration Launched Between BIZTEL Cloud Call Center System and 'Kanjou Carte' Emotion Visualization Service

SKY Perfect Customer-relations Corporation (SPCC) and Link Inc. have launched an integration between 'Kanjou Carte,' an emotion analysis data utilization support service for call centers provided by SPCC, and 'BIZTEL,' a cloud-based CTI/call center system from Link Inc., starting today. ■ Features of 'Kanjou Carte' 'Kanjou Carte' is a service offered by SPCC that visualizes operator emotions and customer satisfaction from call data. Features such as the 'Kokoro no Taionkei' (Mind's Thermometer) for gauging operator motivation and the 'Kokoro no Skill Chart' (Mind's Skill Chart) for visualizing difficult tasks allow for the visual detection of operator stress and anxiety. This enables prompt follow-up and the implementation of personalized training. Furthermore, the 'Kokoro no Touchpoint' (Mind's Touchpoint), which objectively calculates customer satisfaction from all call data, helps to increase confidence in agent performance evaluations. ■ Overview of the Service This integration uses a function to convert call recording files from BIZTEL into 'emotion values' and links this data to Kanjou Carte. Kanjou Carte then analyzes this linked data to assess 'operator motivation,' 'task comprehension,' and 'customer satisfaction,' providing visualized results. To use this integration, customers must subscribe to BIZTEL's 'Emotion Analysis Linkage,' 'Bulk Recording Download,' and 'Recording Method Change' options, in addition to having a contract for Kanjou Carte. For initial setup, please contact your BIZTEL sales representative. In addition to the monthly fees for each service, a usage-based charge will be incurred based on the volume of call recording processing (recording time/number of calls). Pricing is determined by individual quotation. Customization options, such as adding analysis items, customizing reports, and extending data storage periods, are available upon consultation to meet operational requirements. ■ Benefits of the Integration 1. Visualization of Operator's Psychological Changes: By analyzing all call recordings, psychological changes and proficiency with specific tasks are identified, enabling data-driven follow-up support. 2. Support for Training Design and Resource Allocation: It supports the design of training programs to overcome weaknesses and enhance strengths, and allows for the optimization of resource allocation based on task characteristics. 3. Efficient Calculation of Customer Satisfaction: Enables efficient and objective data acquisition on customer satisfaction directly from call recordings, without relying on surveys. 4. Fair and Objective Performance Evaluation: Provides an environment where operators and managers can receive feedback based on objective data, leading to more credible performance evaluations. The two companies aim to strengthen their partnership through this collaboration to realize call center operations that are more worker-friendly for operators and managers. ■ About 'BIZTEL' Provided by Link Inc., 'BIZTEL' is a cloud-based CTI/call center system that has held the No. 1 domestic market share for nine consecutive years (*1). It is used by over 2,000 companies across various industries and is scalable from a single seat to several hundred. In addition to clear call quality, system stability, and high-level security, BIZTEL offers various features like generative AI for call summaries, automatic detection of customer harassment, and voice bot integration to help companies streamline and automate their telephone operations. *1 According to 'MarTech Market Status and Outlook 2025, Cloud CRM Market Edition (9th Edition)' by Deloitte Tohmatsu Mick Keizai Institute. 【Company Information】 ■ About Link Inc. Link Inc. provides a variety of subscription-based services, including the 'at+link' dedicated hosting service, which has one of the largest numbers of active servers in the industry, and the 'BIZTEL' cloud call center system. The company is also involved in agriculture, operating the 'Nakahora Bokujo' natural grazing dairy farm in Iwaizumi, Iwate Prefecture, since October 2011. ■ About SKY Perfect Customer-relations Corp. SPCC provides services such as 'Kanjou Carte,' an emotion analysis data utilization support service for call centers.