Abstract: An evaluation criterion for a call performed between an operator and a customer is set without taking time and effort. A voice recognition system includes a call recording unit that records a call performed between a customer and an operator, a voice recognition unit that recognizes the call recorded by the call recording unit and a value of non-verbal information indicating a feature of a calling party in the call and accumulates a recognized result in a storage unit, and a voice recognition result managing unit that sets a reference value for evaluating the calling party on the basis of the value of the non-verbal information included in the recognized result.

Abstract: The sections of the call unnecessary for reproduction are grasped without wasting time and labor. The call recording system includes a call information entry unit to enter operation information of call terminals which is acquired by a call control unit into a terminal operation information table; a recorded information entry unit to enter recorded information of the call which are acquired by a call recording unit into a recorded information table; and a call information reproduction unit to recognize sections unnecessary for reproduction of the recorded information based on the operation information of the call terminals so as to display a reproduction screen including a result on the recognized sections on a display section.

Abstract: The sections of the call unnecessary for reproduction are grasped without wasting time and labor. The call recording system includes a call information entry unit to enter operation information of call terminals which is acquired by a call control unit into a terminal operation information table; a recorded information entry unit to enter recorded information of the call which are acquired by a call recording unit into a recorded information table; and a call information reproduction unit to recognize sections unnecessary for reproduction of the recorded information based on the operation information of the call terminals so as to display a reproduction screen including a result on the recognized sections on a display section.

Abstract: An evaluation criterion for a call performed between an operator and a customer is set without taking time and effort. A voice recognition system includes a call recording unit that records a call performed between a customer and an operator, a voice recognition unit that recognizes the call recorded by the call recording unit and a value of non-verbal information indicating a feature of a calling party in the call and accumulates a recognized result in a storage unit, and a voice recognition result managing unit that sets a reference value for evaluating the calling party on the basis of the value of the non-verbal information included in the recognized result.