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BIg Speech data analytics for cONtact centres

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.

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)

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MyForce

Belgium

EU Contribution

€ 711 812,50

TELEFONICA INVESTIGACION Y DESARROLLO SA

Spain

EU Contribution

€ 322 245

EBOS LUXEMBOURG SA

Luxembourg

EU Contribution

€ 441 497

COMCZECH AS

Czechia

EU Contribution

€ 235 865

TELEFONICA MOVILES ESPANA SA

Spain

EU Contribution

€ 240 030

VYSOKE UCENI TECHNICKE V BRNE

Czechia

EU Contribution

€ 457 500

ALMA MATER STUDIORUM - UNIVERSITA DI BOLOGNA

Italy

EU Contribution

€ 296 875

Project information

Grant agreement ID: 645323

  • Start date

    1 January 2015

  • End date

    31 December 2017

Funded under:

H2020-EU.2.1.1.4.

  • Overall budget:

    € 4 097 952,50

  • EU contribution

    € 3 090 824,50

Coordinated by:

PHONEXIA SRO

Czechia