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BIg Speech data analytics for cONtact centres

Obiettivo

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.

Invito a presentare proposte

H2020-ICT-2014-1
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Meccanismo di finanziamento

IA - Innovation action

Coordinatore

PHONEXIA SRO
Indirizzo
Chaloupkova 3002/1A
612 00 Brno
Cechia
Tipo di attività
Private for-profit entities (excluding Higher or Secondary Education Establishments)
Contributo UE
€ 385 000

Partecipanti (7)

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