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BIg Speech data analytics for cONtact centres

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.

Call for proposal

H2020-ICT-2014-1
See other projects for this call

Funding Scheme

IA - Innovation action

Coordinator

PHONEXIA SRO
Address
Chaloupkova 3002/1A
612 00 Brno
Czechia
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
EU contribution
€ 385 000

Participants (7)

MyForce
Belgium
EU contribution
€ 711 812,50
Address
O.l.vrouwstraat 51
3052 Blanden
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
TELEFONICA INVESTIGACION Y DESARROLLO SA
Spain
EU contribution
€ 322 245
Address
Ronda De La Comunicacion S/n Distrito C Edificio Oeste I
28050 Madrid
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
EBOS LUXEMBOURG SA
Luxembourg
EU contribution
€ 441 497
Address
51 Rue Emile Mark
4620 Differdange
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
COMCZECH AS
Czechia
EU contribution
€ 235 865
Address
Drahobejlova 36 1073
19000 Praha
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
TELEFONICA MOVILES ESPANA SA
Spain
EU contribution
€ 240 030
Address
Ronda De La Comunicacion Sn Distrito C Sur 3
28050 Madrid
Activity type
Private for-profit entities (excluding Higher or Secondary Education Establishments)
VYSOKE UCENI TECHNICKE V BRNE
Czechia
EU contribution
€ 457 500
Address
Antoninska 548/1
601 90 Brno Stred
Activity type
Higher or Secondary Education Establishments
ALMA MATER STUDIORUM - UNIVERSITA DI BOLOGNA
Italy
EU contribution
€ 296 875
Address
Via Zamboni 33
40126 Bologna
Activity type
Higher or Secondary Education Establishments