August 28, 2024

AI Call Center Solution "ForeSight Voice Mining" supports
Cisco Unified Communications Manager
Introduced in a US BPO company, enhancing CX and EX through real-time support functions

NTT TechnoCross Corporation
NextGen Corporation

NTT TechnoCross Corporation (Headquarters: Minato-ku, Tokyo; CEO: Atsuko Oka; NTT
TechnoCross) collaborated with NextGen Corporation (Headquarters: Minato-ku, Tokyo;
CEO: Shinji Oonishi; NextGen) to enable a call center AI product ForeSight Voice Mining(ForeSight) to function with a communication platform, Cisco Unified Communications
Manager (CUCM), and has started its operation for a US Business Process Outsourcing(BPO) provider.

[Overview]
BPO providers, including call centers, continuously strive to enhance productivity andoperational efficiency by adopting cutting-edge technologies, improving customer support
and back-office operations, and driving digital transformation (DX). NTT TechnoCross
recognizes the integration of ForeSight with CUCM as a powerful strategy for promoting
DX within call center operations using CUCM. Through collaboration with NextGen'svoice recording and capturing system, LA-6000, NTT TechnoCross has successfully
developed ForeSight to seamlessly work with CUCM used by the US BPO provider. This
integration empowers call centers using CUCM to leverage real-time voice recognition
features from ForeSight, resulting in improved service quality, enhanced customer
satisfaction, and increased agent productivity.

[About ForeSight Voice Mining]
The AI call center solution ForeSight, developed by NTT TechnoCross, leverages cuttingedge voice recognition, emotion analysis, and language processing technologies
pioneered by NTT's research laboratories. Powered by generative AI, ForeSight excels at
real-time voice recognition, accurately capturing industry-specific vocabulary in sectors
like insurance and finance, as well as unique phrases specific to individual organizations.
Its robust features include real-time transcription, call summarization, automatic display ofrelevant manuals based on call content, and comprehensive call monitoring. By
empowering agents and supervisors, ForeSight significantly enhances call centerperformance. Currently available in Japan, North America (United States and Canada),
and the UK, ForeSight serves over 56,000 seats (as of the end of July 2024).

[About NextGen's LA-6000]
NextGen provides the voice recording and capturing system, LA-6000, to numerous
domestic customers, including government agencies. In this collaboration with NTT
TechnoCross, NextGen has developed CUCM integration features for LA-6000 andrealized its implementation for the US BPO provider.
[Future Outlook]
NTT TechnoCross and NextGen will continue to enhance ForeSight based on customer
needs and expand the call center product lineup centered around ForeSight to improve
CX and EX for customers in the United States and the other regions.

*1: Business Process Outsourcing refers to the practice of outsourcing specific business functions toexternal service providers.
*2: LA-6000 is a software-based voice logger (call recording device) provided by NextGen, which supports
VoIP (Voice over Internet Protocol) from small to large-scale networks.
- ForeSight Voice Mining is a registered trademark of NTT TechnoCross.
- The company and product names mentioned in this document are trademarks or registered trademarksof their respective companies.

Media Contact

NTT TechnoCross
Sales Promotion Department,
Public Relations Division
Tel: 045-212-7273
Email:x-sal-pr-ml@ntttx.co.jp[Inquiries about Products and Services]
NTT TechnoCross
Customer Experience Business Division
Email: fsvm-contact-en.info-ml@ntt-tx.co.jp
NextGenManagement Headquarters,
Business Planning Department
Contact Form: https://www.nextgen.co.jp/contact/[Reference]
NTT TechnoCross Company Overview
NTT TechnoCross is a software development company that provides optimal solutions tocustomers by combining NTT's cutting-edge technologies with excellent technologies andservices around the world. We support customers in various fields such as consulting,system design, development and operation & maintenance, and overcome customers’
challenges together.
Website: https://www.ntt-tx.com/
NextGen Company Overview
NextGen started its business in 2001 with the theme of IP-based and software-based
voice network system. As a pioneer in voice communication on IP networks, including theintroduction of Japan's first commercial IP telephony, we excel in building efficient andflexible voice network systems and interconnecting different communication carriers andservices. Currently, we provide DX solutions utilizing cloud PBX, voice recording, voice
capturing, voice recognition & AI, CPaaS, as well as IP wireless solutions, cloud voiceservice platforms, consulting for the introduction of local 5G, development andconstruction of mobile core systems, security diagnosis, and maintenance support forthese solutions and services.
Official Website: https://www.nextgen.co.jp/
Official Facebook Page: https://www.facebook.com/NextGen.Inc