At the recent 2019 Contact Center Award ceremony in Tokyo, CENTRIC won appliance repair center the Judge’s Choice Award for its Deep SEA emotion detection and analysis service. The Contact Center Awards are an annual award program organized by Call Center Japan magazine that recognizes outstanding contributions for improving the customer experience and management of contact and call center operations across Japan.
“The call center industry in Japan is clearly the most advanced and demanding in the world and we are proud to be playing an important role in the success of CENTRIC’s operation,” said Amir Liberman, CEO of Nemesysco. “The unique deployment of our voice analytics technologies for CENTRIC in Japan can serve as an example to other providers of outsourced call centers considering emotion detection as a value added service for improving the customer journey and sales performance of their customers.”
“We consider Nemesysco’s voice analytics technologies and our Deep SEA service to be our main competitive differentiators that enable our call center service to stand out in an increasingly crowded market,” explained Ryo Yamada, CEO of CENTRIC. “We have confidence in Nemesysco and its technologies and are currently formulating plans to expand Deep SEA, including offering the service to companies that manage their own call centers.”
In addition, CENTRIC uses Nemesysco’s LVA technology to improve its human resources activities. The LVA technology helps CENTRIC evaluate applicants for open positions and candidates for promotions. With this technology, CENTRIC also monitors the wellbeing of agents and tracks changes over time in order to identify agents that are stressed and at risk of churning.