Stadium Co., Ltd. (Minato-ku, Tokyo; President & CEO: Takatoshi Kawashima; hereinafter 'Stadium'), a group company of Exawizards Inc. (Minato-ku, Tokyo; President & CEO: Makoto Haruta; hereinafter 'Exawizards'), announces the start of system integration between 'Dr.Tel', an AI-powered response evaluation and quality management service, and 'Omnis', a call center voice recognition system developed and provided by Marubeni Information Systems Co., Ltd., part of the Marubeni I-DIGIO Group's Distribution & Industrial Solutions segment.

In recent years, the call center industry has faced urgent needs for operational efficiency and simultaneous improvement in operator training and quality, driven by labor shortages and the diversification and sophistication of response content. Traditional evaluation tasks required evaluators to manually search for relevant data among vast call recordings, listen to them one by one, and record evaluations on sheets—consuming significant man-hours. This 'bottleneck in audio selection and evaluation' has led to individual dependency and variability, hindering field growth.

Start of Omnis × Dr.Tel System Integration

Through this integration, Omnis users can seamlessly transfer call voice data and other information accumulated on Omnis to Dr.Tel via API, enabling automatic AI evaluation and improvement feedback without manual data extraction or uploading.

Dr.Tel places utmost importance on 'feedback effectiveness' in improving call center responses. Therefore, for this integration, we have added a new feature that automatically detects information such as call reasons and results, and picks up an optimal amount of call recording data necessary and sufficient for feedback activities, rather than simply feeding all audio. This drastically reduces wasted evaluation man-hours and provides an environment for pinpoint, effective guidance on responses that truly need improvement.

### Strengths of Omnis × Dr.Tel Integration

This integration is an advanced preprocessing solution that automates and optimizes 'evaluation and quality management' in call center operations. It not only seamlessly supplies data from Omnis's excellent voice recognition platform to Dr.Tel's advanced AI analysis engine, but also leverages the newly developed 'auto-pickup mechanism' to automatically select and supply only valuable call recording data that maximizes feedback effectiveness—a field-oriented, cutting-edge technological collaboration.

### Features of Dr.Tel

- **Automatic detection of call reasons and results, and voice pickup (new feature)** Automatically detects information such as call reasons and results, and automatically selects and extracts the necessary amount of call recording data for feedback activities. - **Customizable evaluation criteria and items** Flexible setting and modification of evaluation criteria and items according to the center's policies and goals. - **Analysis of both non-verbal and verbal aspects** Evaluates not only the atmosphere and emotions of speech (non-verbal) but also the content of the conversation (verbal), visualizing the strengths and challenges of communicators. - **Automatic generation of feedback directly linked to improvement** AI automatically generates comments that lead to specific improvement actions, not just scores, preventing individual bias in guidance. - **No specialized AI knowledge or settings required** Provides detailed support from operational design and utilization assistance to proposals and lectures on feedback methods that enhance results.

#### Dr.Tel Evaluation/Feedback Screen Image

Radar chart visualization comparing current month and previous month for each communicator Concrete feedback comments with score rationale and direct improvement actions

### Future Prospects of Dr.Tel

Under the mission 'Data to Results,' Stadium promotes the utilization of truly practical AI and technological development. Dr.Tel aims to evolve beyond a mere evaluation automation tool, into a platform that supports the improvement of customer experience (CX), creation of brand value, and maximization of overall call center business results through evaluations and feedback that everyone can accept.

Stadium Company Profile

- Company name: Stadium Co., Ltd. - Location: 6F, Akasaka Makabe Building, 3-4-3 Akasaka, Minato-ku, Tokyo - Established: August 2012 - Representative: President & CEO Takatoshi Kawashima - URL: https://stadium.co.jp/

As a group company of Exawizards, which develops AI businesses, Stadium provides solutions that integrate services and technology to support corporate sales activities and CS operations. The Digital Sales Solutions Division offers broad support from the launch of SaaS businesses to the expansion phase. The Product Division focuses on the main service 'Dr.Tel' and promotes AI utilization and technological development under the mission 'Data to Results.'

Exawizards Company Profile

- Company name: Exawizards Inc. (Securities Code: 4259) - Location: 5F, Sumitomo Fudosan Mita First Building, 4-2-8 Shibaura, Minato-ku, Tokyo - Established: February 2016 - Representative: President & CEO Makoto Haruta - Business: Industrial innovation and solving social issues through AI-powered service development - URL: https://exawizards.com/

Inquiries about this Press Release

Stadium Co., Ltd. Product Division Dr.Tel Team

Phone: 050-1791-5545 Email: contact-dr-tel@stadium.co.jp Website: https://dr-tel.com/

FACT BOX

  • Source: PR TIMES
  • Category: Partnership
  • Products / services: Dr.Tel / Omnis