Link Inc. Launches Integration Between BIZTEL Cloud Call Center System and "Kanjo Karte" Emotion Analysis Service

Link Inc. (Headquarters: Minato-ku, Tokyo; President: Motoharu Okada), provider of the BIZTEL cloud CTI/call center system that has ranked No. 1 in domestic market share for nine consecutive years(*1), today announced the launch of an integration with "Kanjo Karte," an emotion analysis data utilization support service for call centers provided by SKY Perfect Customer-Relations Corporation (SPCC; Headquarters: Shinagawa-ku, Tokyo; President: Koichi Matsutani).

*1 According to Deloitte Tohmatsu Mick Keizai Institute Co., Ltd.'s "MarTech Market Status and Outlook 2025, Cloud CRM Market Edition (9th Edition)."

Link's BIZTEL is a scalable cloud call center system used by over 2,000 companies across various industries, from single-seat operations to large centers with hundreds of seats. In addition to clear call quality, system stability, and high security, it offers features like generative AI-powered call summaries, automatic detection of customer harassment, and voice bot integration to help companies streamline their phone operations.

SPCC's "Kanjo Karte" is a service that analyzes call files to visualize operator emotions and customer satisfaction. Features like "Kokoro no Taionkei" (Mind's Thermometer) gauge operator motivation, while "Kokoro no Skill Chart" (Mind's Skill Chart) identifies challenging tasks, allowing supervisors to visually detect operator stress and anxiety. This enables prompt follow-up and personalized training. Furthermore, the "Kokoro no Touchpoint" feature calculates an objective customer satisfaction score from all calls, helping to create more agreeable performance evaluations for operators.

Integration Overview This integration uses BIZTEL's optional emotion analysis feature to convert call recording files into "emotion values" and transfers the data to Kanjo Karte. Kanjo Karte then visualizes this data to display operator motivation, task comprehension, and customer satisfaction. Use of this integration requires subscriptions to BIZTEL's "Emotion Analysis Integration," "Bulk Recording Download," and "Recording Method Change" options. Inquiries can be directed to a BIZTEL sales representative or through the company's website contact form.

Benefits of the Integration This collaboration enables the visualization of operators' psychological changes and their strengths and weaknesses from all call recordings captured by BIZTEL. The analysis results are useful for providing operator support, developing training to overcome weaknesses and enhance strengths, and optimizing resource allocation. Additionally, it provides a more efficient and objective method for measuring customer satisfaction compared to traditional surveys. The calculated results can be used for operator performance evaluations and support data-driven, constructive feedback.

Both companies intend to further strengthen their partnership to realize a call center environment where operators, supervisors, and managers can work more effectively.

About SKY Perfect Customer-Relations Corporation (SPCC) Established in 2000 as a joint venture between Bellsystem24 Holdings and SKY Perfect JSAT, SPCC operates the customer center for the "SKY PerfecTV!" multichannel broadcasting service using advanced technologies. In 2020, the company received high praise for its human-centric services, earning three-star ratings in three HDI categories. SPCC is expanding its services, including call centers and administrative support, to clients in various sectors like mail-order, manufacturing, and internet businesses. For more details, please visit their official website.

About Link Inc. Link Inc. develops its business around its dedicated hosting service "at+link," which has one of the largest numbers of active servers in the industry, and its cloud hosting service "Link Bare-Metal Cloud." Its cloud-based call center system has been the market share leader for nine consecutive years.