S&I Integrates FMC Cloud PBX 'uniConnect' with Voice Analysis AI 'MiiTel'

S&I Co., Ltd. (Minato-ku, Tokyo; President: Soichiro Asada) has added a call recording function to its multi-carrier FMC cloud PBX 'uniConnect' and has begun integration with 'MiiTel,' a voice analysis AI provided by RevComm Inc. (Chiyoda-ku, Tokyo; President: Takeshi Aida). This integration makes MiiTel's transcription, sharing, and analysis features, which were previously used mainly for web conferences and in-person service, available for all communication methods, including phone calls, regardless of location. Furthermore, by automatically consolidating interactions from phone calls, web conferences, and face-to-face meetings into a CRM, it becomes possible to share and visualize information across departments and projects, making it easier for different teams to grasp the situation.

Background: Challenges of office phones and the growing use of conversation data While communication methods have diversified with the spread of web conferencing and business chat, phone calls remain frequent, especially in critical situations, for urgent matters, or when conveying tone and nuance. However, unlike web conferences where automatic minute generation and sharing are becoming standard, phone environments often lack these conveniences. Additionally, phone calls are often handled at unplanned times, such as while out of the office or commuting, leading to delays in recording and sharing interaction details. Against this backdrop, there is a growing need in telephone-based work for proper recording and sharing of interactions to streamline information linkage and situational awareness.

About uniConnect 'uniConnect' is a multi-carrier FMC cloud PBX system that allows users to use company internal and external lines on their smartphones, while also supporting features like group representative numbers, call hold, and transfer. It is widely used by many companies, from very large enterprises to small offices, as a replacement for fixed-line phones.

Value provided by the uniConnect x MiiTel Integration 'uniConnect' now features a call recording function, allowing users to search and play back recordings on their smartphones. This enhances convenience for daily tasks, such as confirming requests and instructions from phone calls. The integration with 'MiiTel' provides the following value:

1. MiiTel's key features now available for phone conversations In addition to web conferences, spontaneous phone conversations can now be visualized and analyzed by AI. The AI can summarize call content and analyze speaking styles and voice tones to visually represent emotional changes. This enables an objective understanding of customer reactions and conversation flow, which can be used for future actions. Key uses include: Call transcription, meeting summary generation, and analysis including emotion analysis.

2. Efficient information sharing and utilization through CRM integration Interaction history, context, and next steps can be automatically recorded and stored, regardless of the communication method (phone, web conference, face-to-face meeting*) or if the担当者 (person in charge) changes mid-interaction. This allows for a comprehensive grasp and analysis of all communications on a per-customer or per-project basis, rather than being siloed with individual interactions or staff, enabling smooth sharing of the current situation among all stakeholders. *A separate contract for MiiTel RecPod is required to use MiiTel features for in-person meetings.

3. Standardization and improvement of service quality through visualization and AI feedback By objectively visualizing data such as call frequency, talk ratio, and speaking speed, it becomes possible to understand the service trends of each staff member. Furthermore, using AI feedback clarifies areas for improvement, enabling coaching that is not reliant on experience or intuition. This facilitates efficient training focused on key points, even in busy work environments, leading to the maintenance and improvement of consistent service quality across the organization.

S&I will continue to promote the visualization and utilization of business communication through the advancement of voice analysis AI. Based on 'uniConnect', the company will support improvements in customer contact points, such as sales and customer service operations, and enhance business efficiency for all business communications, both inside and outside the office. Furthermore, by creating an environment where this call data can be accumulated and utilized as organizational knowledge, S&I aims to contribute to the continuous business growth of companies.

About MiiTel Voice analysis AI 'MiiTel' is a service that can analyze and utilize conversation data from all business scenes, including phone calls, web conferences, and in-person meetings. Since its release in 2018, it has been adopted by startups