Objective Contact centers (CC) are an important business for Europe: 35,000 contact centers generate 3.2 Million jobs (~1% of Europe’s active population). A typical CC produces a wealth of multilingual spoken data that is nowadays mined by humans (CC agents and supervisors) or by rudimentary technical means.BISON consortium plans to bring significant innovations in three areas: (1) basic speech data mining technologies (systems quickly adaptable to new languages, domains and CC campaigns), (2) business outcome mining from speech (translated into improvement of CCs’ Key Performance Indicators) and (3) CC support systems integrating both speech and business outcome mining in user-friendly way.The project will produce two prototypes: smallBison (end of the 1st year) will be a functioning system for real, though limited, deployment and user feedback collection. bigBison (end of the project) will include full range of capabilities and be fully integrated with CC hardware and software infrastructure. Generation of business outputs will be demonstrated on real data.Business indicators and values for the market were instrumental for the definition of the project and will be crucial for project execution.BISON consortium is composed of eight players with complementary skills. Two end users running large CC operations (EBOS, Atento) are generating user requirements and are ready to deploy the prototypes immediately in real scenarios. Phonexia (the coordinator), Brno University of Technology and Telefónica I+D are experts in speech data mining - from R&D, data processing to developing products placed on the market. Telefónica Móviles is an expert in business outcome mining and MyForce is a skilled Contact Center hardware and software integrator. CC data involve a number of legal issues, therefore, the University of Bologna (with significant experience in regulatory and legal aspects) complements the consortium. Fields of science natural sciencescomputer and information sciencessoftwaresoftware applicationssystem softwarenatural sciencescomputer and information sciencesdata sciencedata miningnatural sciencescomputer and information sciencesartificial intelligencemachine learningdeep learningsocial scienceseconomics and businessbusiness and managementemploymentnatural sciencescomputer and information sciencesdata sciencedata processing Keywords speech analytics big data contact centers business intelligence business outocome multilingual Programme(s) H2020-EU.2.1.1. - INDUSTRIAL LEADERSHIP - Leadership in enabling and industrial technologies - Information and Communication Technologies (ICT) Main Programme H2020-EU.2.1.1.4. - Content technologies and information management: ICT for digital content, cultural and creative industries Topic(s) ICT-15-2014 - Big data and Open Data Innovation and take-up Call for proposal H2020-ICT-2014 See other projects for this call Sub call H2020-ICT-2014-1 Funding Scheme IA - Innovation action Coordinator PHONEXIA SRO Net EU contribution € 385 000,00 Address CHALOUPKOVA 3002/1A 612 00 Brno Czechia See on map SME The organization defined itself as SME (small and medium-sized enterprise) at the time the Grant Agreement was signed. Yes Region Česko Jihovýchod Jihomoravský kraj Activity type Private for-profit entities (excluding Higher or Secondary Education Establishments) Links Contact the organisation Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 550 000,00 Participants (7) Sort alphabetically Sort by Net EU contribution Expand all Collapse all MyForce Belgium Net EU contribution € 711 812,50 Address O.L.Vrouwstraat 51 3052 Blanden See on map SME The organization defined itself as SME (small and medium-sized enterprise) at the time the Grant Agreement was signed. Yes Region Vlaams Gewest Prov. Vlaams-Brabant Arr. Leuven Activity type Private for-profit entities (excluding Higher or Secondary Education Establishments) Links Contact the organisation Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 1 022 667,50 TELEFONICA INVESTIGACION Y DESARROLLO SA Spain Net EU contribution € 322 245,00 Address RONDA DE LA COMUNICACION S/N DISTRITO C EDIFICIO OESTE I 28050 Madrid See on map Region Comunidad de Madrid Comunidad de Madrid Madrid Activity type Private for-profit entities (excluding Higher or Secondary Education Establishments) Links Contact the organisation Opens in new window Website Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 460 350,00 EBOS LUXEMBOURG SA Luxembourg Net EU contribution € 441 497,00 Address 51 RUE EMILE MARK 4620 Differdange See on map SME The organization defined itself as SME (small and medium-sized enterprise) at the time the Grant Agreement was signed. Yes Region Luxembourg Luxembourg Luxembourg Activity type Private for-profit entities (excluding Higher or Secondary Education Establishments) Links Contact the organisation Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 630 710,00 COMCZECH AS Czechia Net EU contribution € 235 865,00 Address DRAHOBEJLOVA 36 1073 19000 Praha See on map Region Česko Praha Hlavní město Praha Activity type Private for-profit entities (excluding Higher or Secondary Education Establishments) Links Contact the organisation Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 336 950,00 TELEFONICA MOVILES ESPANA SA Spain Net EU contribution € 240 030,00 Address RONDA DE LA COMUNICACION SN DISTRITO C SUR 3 28050 Madrid See on map Region Comunidad de Madrid Comunidad de Madrid Madrid Activity type Private for-profit entities (excluding Higher or Secondary Education Establishments) Links Contact the organisation Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 342 900,00 VYSOKE UCENI TECHNICKE V BRNE Czechia Net EU contribution € 457 500,00 Address ANTONINSKA 548/1 601 90 Brno Stred See on map Region Česko Jihovýchod Jihomoravský kraj Activity type Higher or Secondary Education Establishments Links Contact the organisation Opens in new window Website Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 457 500,00 ALMA MATER STUDIORUM - UNIVERSITA DI BOLOGNA Italy Net EU contribution € 296 875,00 Address VIA ZAMBONI 33 40126 Bologna See on map Region Nord-Est Emilia-Romagna Bologna Activity type Higher or Secondary Education Establishments Links Contact the organisation Opens in new window Website Opens in new window Participation in EU R&I programmes Opens in new window HORIZON collaboration network Opens in new window Total cost € 296 875,00
