Strengthening development capabilities and feature expansion driven by customer needs

「For its proprietary services, centered on VLOOM, the company will expand sales and differentiate itself from competitors by strengthening its products through function development reflecting demand for digital transformation, including the use of AI and automation, and customer requests, as well as by integrating its services to provide one-stop functionality from information collection through AI-enabled VOC analysis.」

「In product function development, the company implemented function enhancements aligned with customer requests, including integration between the AI call center system VLOOM and the AI marketing system UZ, faster processing by VLOOM's speech recognition engine and more accurate record processing using the generative AI model Gemini. These enhancements improved operational efficiency across call centers and strengthened customer response capabilities.」

「The company has pursued function development based on customer needs and ongoing improvements in product value, including development in response to customer requests for the AI call center system VLOOM and major version upgrades for the AI marketing system UZ and the AI customer analysis and list-generation service GOLDEN LIST,」

「Through retention activities including regular customer interviews and visits, questionnaire surveys, function development and system version upgrades reflecting customer needs, such as the major upgrade of the AI marketing system UZ, the company also focused on expanding revenue opportunities through cross-selling and upselling.」

「For new services including VLOOM and GROWCE, delays in revenue contributions caused by missed opportunities for prospective new projects and postponed order timing, resulting from service releases being delayed from the original plan, have had a significant impact on the performance for the fiscal year.」

「In November of the same year, the company carried out major version upgrades for GOLDEN LIST, an AI customer analysis and list-generation service, and CollasQ, an FAQ information storage system. In December of the same year, in response to rapidly rising demand for the use of generative AI, it began providing UZ, its proprietary AI marketing system designed to contribute to effective VOC analysis and marketing initiatives.」

「In August of the same year, the company began providing VLOOM, an AI call center PBX/CTI system equipped with speech recognition, automatic summarization, smartphone support, fully redundant architecture and other functions.」

「The company made an advance release of VLOOM, a new call center PBX/CTI softphone scheduled for full release shortly, featuring fully redundant architecture, AI speech recognition and automatic summarization, as well as UZMAKI, a marketing service that selects high-impact advertising “keywords” based on AI analysis of call-recording data (customer feedback).」

「In addition, to create services offering value beyond customer needs, the company made active investments in training to strengthen development technology, in-house development and infrastructure, thereby working to improve the quality and speed of its development capabilities.」

「Specifically, the company established a framework for expanding its services and customer base by integrating its systems with SMS Connect, the SMS delivery service provided by Accrete Inc., and Zoho CRM, the customer management and sales support system provided by 株式会社Zooops Japan.」

「The company has also actively begun integrating its services with those of other companies. Specifically, it began integrating Accrete Inc.'s SMS (short message service) delivery service, SMS Connect, with its cloud-based call center system, COLLABOS PHONE, and established a framework for expanding its services and customer base.」

「In January 2022, the company carried out extensive modifications to 17 functions of COLLABOS PHONE based on customer feedback, with the aim of further improving convenience and customer satisfaction.」

「In December of the same year, as part of the strategy in the aforementioned medium-term management plan, we released “GROWCE,” an integrated CRM marketing system that analyzes data collected by call centers and uses it for marketing, thereby advancing our entry into the marketing business.」

「On 2 July 2021, the company developed additional functions for CollasQ, the FAQ system released in October 2020, including import and export functions for dictionaries and registered terms and changes to the design of pages for external publication, thereby working to expand the product and sales channels.」

「The principal increases during the fiscal year were as follows: Software — Development, etc. of the COLLABOS PHONE system: 24,970 Development, etc. of the Challbo system: 21,574 Development, etc. of the CollasQ system: 7,999」

「The company completed development under its medium-term management plan (Growth Strategy 1) and released two new services, Challbo, a chatbot and live-chat service, and CollasQ, an FAQ service that can integrate with chatbots and other systems, as well as an SMS transmission function as a new feature of COLLABOS PHONE.」

「During the cumulative first quarter, we continued working to expand sales channels and develop human resources to strengthen our development capabilities. As part of the medium-term management plan’s release of a new call center solution using AI technology, we modified the customer settings screen and other functions of our softphone service “COLLABOS PHONE” and released 6 new service functions on 2 July 2020.」

「By the fiscal year ending March 2022, the company will release a new call center solution using AI technology and develop it into a second core business alongside @nyplace. To respond quickly and flexibly to diversifying customer needs, it will carry out a comprehensive renewal of COLLABOS PHONE.」

「The company will continue developing new services and functions that provide new communication tools between end users and companies and contribute to improving customer satisfaction and corporate value.」

「In response to changes in the call center industry, the company is promoting the provision of new services and development of functions to address diversifying customer needs, including chat and social media, in addition to the telephone and email channels that have traditionally been mainstream.」

「During the cumulative first quarter, we newly released “AmiVoice Communication Suite provided by Collabos,” which uses the latest AI speech recognition technology to transcribe call center conversations in real time and support improvements in operator response quality and call center customer satisfaction. We also promoted sales activities, including telephone-based services, while providing new value to help resolve call center issues.」

「Through its cooperative framework with group company 株式会社ギークフィード, an affiliate not accounted for under the equity method, the company will continue developing new services and enhancing functions to meet a wide range of customer requests.」

「For its existing services, the company is developing integration functions between LINE Customer Connect, a customer support service for businesses using the LINE communications app provided by LINE Corporation, and COLLABOS CRM, its cloud-based customer information management system for call centers. The aim is to provide new functions that address the diversification of communication channels between customers and companies and improve communication quality and customer satisfaction, with the service release targeted for this spring.」

「For development of integration functions between LINE Customer Connect, a customer support service for businesses using the LINE communications app provided by LINE Corporation, and COLLABOS CRM, the cloud-based customer information management system for call centers provided by the company, development is proceeding with a target completion date of the end of the fiscal year ending March 2019. The aim is to provide new functions that address the diversification of communication channels between customers and companies and improve communication quality and customer satisfaction.」

「During the first quarter, we began a proof of concept for a digital marketing (Note 1) platform (Note 2) in collaboration with Geniee,Inc., which has strong technological capabilities in the internet advertising industry and provides a world-class ad delivery system. The platform integrates and cross-analyzes information assets from companies’ various contact channels, including the Web, email and telephone, to provide a multifaceted view of consumers and enable effective and efficient marketing initiatives.」

「Through its business alliance with 株式会社ギークフィード, the company has established a framework to strengthen development and will continue developing new services and enhancing functions to meet a wide range of customer requests.」

「During the nine-month period ended December 31, the company began building a framework to accelerate the development of new services, products and businesses that meet customer needs by acquiring shares in 株式会社ギークフィード, which has strong development capabilities and an extensive track record specializing in voice and communications. It also entered into a basic agreement with Geniee,Inc. on a business alliance. Geniee,Inc. provides advanced technology and a world-class advertising delivery system in the online advertising industry. The companies will jointly develop a new digital marketing platform integrating the call center's proprietary data with marketing automation functions.」

「During the cumulative second quarter, we acquired shares in 株式会社ギークフィード, which has strong development capabilities and extensive experience specializing in voice and communications. We began establishing a structure to accelerate the development of new services, products and businesses that meet customer needs by making mutual use of both companies’ areas of expertise and management resources.」

「In the fiscal year ended March 2017, the company carried out a full-scale version upgrade of COLLABOS CRM Outbound Edition and began development work to integrate COLLABOS CRM with LINE Customer Connect provided by LINE Corporation. It stated that it would continue developing the services to strengthen their functions and give concrete form to client needs.」

「COLLABOS CRM Outbound Edition underwent a full-scale version upgrade based on the needs of telemarketing operators and other businesses that actively conduct outbound operations for marketing outreach, customer retention, cross-selling and upselling.」

「Funds generated from investing activities during the six-month period ended September 30 amounted to ¥79.703 million. This was mainly because proceeds from the withdrawal of time deposits amounted to ¥100.000 million, while payments for the acquisition of intangible fixed assets associated with version upgrades and the addition of new functions to COLLABOS CRM and COLLABOS PHONE amounted to ¥18.899 million.」

「In the fiscal year ended March 2016, the company expanded the functions of COLLABOS PHONE as the first step toward realizing a system that could support marketing activities while controlling costs, against a backdrop of growing attention in recent years to the use of VOC in call centers to support product development and improve customer satisfaction. It stated that it would continue developing this service and other services to strengthen their functions and meet client needs.」