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BIg Speech data analytics for cONtact centres

Objectif

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.

Appel à propositions

H2020-ICT-2014

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Sous appel

H2020-ICT-2014-1

Régime de financement

IA - Innovation action

Coordinateur

PHONEXIA SRO
Contribution nette de l'UE
€ 385 000,00
Adresse
Chaloupkova 3002/1a
612 00 Brno
Tchéquie

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Région
Jihovýchod Jihomoravský kraj
Type d’activité
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contribution hors UE
€ 165 000,00

Participants (7)

MyForce
Belgique
Contribution nette de l'UE
€ 711 812,50
Adresse
O.l.vrouwstraat 51
3052 Blanden

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PME

L’entreprise s’est définie comme une PME (petite et moyenne entreprise) au moment de la signature de la convention de subvention.

Oui
Région
Vlaams Gewest Prov. Vlaams-Brabant Arr. Leuven
Type d’activité
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contribution hors UE
€ 310 855,00
TELEFONICA INVESTIGACION Y DESARROLLO SA
Espagne
Contribution nette de l'UE
€ 322 245,00
Adresse
Ronda De La Comunicacion S/n Distrito C Edificio Oeste I
28050 Madrid

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Région
Comunidad de Madrid Comunidad de Madrid Madrid
Type d’activité
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contribution hors UE
€ 138 105,00
EBOS LUXEMBOURG SA
Luxembourg
Contribution nette de l'UE
€ 441 497,00
Adresse
51 Rue Emile Mark
4620 Differdange

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PME

L’entreprise s’est définie comme une PME (petite et moyenne entreprise) au moment de la signature de la convention de subvention.

Oui
Région
Luxembourg Luxembourg Luxembourg
Type d’activité
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contribution hors UE
€ 189 213,00
COMCZECH AS
Tchéquie
Contribution nette de l'UE
€ 235 865,00
Adresse
Drahobejlova 36 1073
19000 Praha

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Région
Praha Hlavní město Praha
Type d’activité
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contribution hors UE
€ 101 085,00
TELEFONICA MOVILES ESPANA SA
Espagne
Contribution nette de l'UE
€ 240 030,00
Adresse
Ronda De La Comunicacion Sn Distrito C Sur 3
28050 Madrid

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Région
Comunidad de Madrid Comunidad de Madrid Madrid
Type d’activité
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contribution hors UE
€ 102 870,00
VYSOKE UCENI TECHNICKE V BRNE
Tchéquie
Contribution nette de l'UE
€ 457 500,00
Adresse
Antoninska 548/1
601 90 Brno Stred

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Région
Jihovýchod Jihomoravský kraj
Type d’activité
Higher or Secondary Education Establishments
Contribution hors UE
€ 0,00
ALMA MATER STUDIORUM - UNIVERSITA DI BOLOGNA
Italie
Contribution nette de l'UE
€ 296 875,00
Adresse
Via Zamboni 33
40126 Bologna

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Région
Nord-Est Emilia-Romagna Bologna
Type d’activité
Higher or Secondary Education Establishments
Contribution hors UE
€ 0,00