Widespread adoption of cloud services and growth in usage of core services

「For “VLOOM,” average channels in use during the period increased by 373 to 879, and revenue rose 101.7% to ¥116.163 million.」

「Revenue from existing services fell 14.2% to ¥763.338 million.” For “VLOOM,” average channels in use during the period increased by 178 to 772, and revenue rose 60.2% to ¥44.890 million. New projects were secured through campaigns offering free initial fees, trade shows and SEO activities, as well as switching by existing customers using “@nyplace” and “COLLABOS PHONE,” amid growing demand for AI voice recognition and automated summarization, expectations for future potential through system expansion, and positive evaluations of the flexibility of feature development.」

「For “VLOOM,” average channels in use during the period increased by 151 to 506, and revenue rose 148.2% to ¥57.603 million, as new projects were secured through referrals from partner companies and existing customers amid growing demand for AI voice recognition and increasing demand for flexibility and scalability, including use in home-based environments and overseas sites.」

「For the AVAYA hard-phone call center system “@nyplace,” which emphasizes robustness and stability, temporary revenue increased due to system upgrades and relocation work. However, average seats in use during the period fell by 1,473 to 5,301, and revenue fell 16.5% to ¥604.970 million as several factors overlapped, including reduced operations at certain large customers, company-wide cost reductions in response to higher labor costs, and downsizing due to a decline in public-sector projects and other business. For “VLOOM,” new projects continued to be secured through referrals from partner companies and comparative selections associated with system replacements, against a backdrop of growing demand for AI and voice-recognition functions. Average channels in use during the period increased by 417 to 594, and revenue rose 785.3% to ¥28.024 million.」

「For “@nyplace,” replacement projects migrating from on-premises to cloud-based systems were secured, and contracts increased as operations expanded and sites were relocated. However, monthly usage fees declined as telephone inquiries decreased following the downsizing of one-off public-sector projects related to COVID-19 and the increase in non-voice channels. Temporary revenue also declined from large one-off projects related to server replacements at multiple sites ordered in the previous fiscal year. As a result, average seats in use during the period fell by 1,251 to 6,352, and revenue fell 12.5% to ¥1,392.146 million.」

「Average seats in use during the period fell by 1,157 to 6,531, and revenue fell 10.4% to ¥1,059.788 billion.” For “COLLABOS PHONE,” average channels in use during the period fell by 13 to 3,686, while revenue rose 2.4% to ¥367.745 million.” For “VLOOM,” average channels in use during the period were 284, with no year-on-year comparison, and revenue was ¥11.827 million, also with no year-on-year comparison.」

「For the hard-phone call center system “@nyplace,” which uses AVAYA switches, replacement projects migrating from on-premises to cloud-based systems were secured, and the number of contracts increased as operations expanded and sites were relocated. However, contracts declined following the completion of one-off public-sector projects related to COVID-19 and a decrease in telephone inquiries as non-voice channels increased. Revenue also declined because the same quarter of the previous year included one-off revenue from server replacements at multiple sites. Average seats in use during the period fell by 943 to 6,774, and revenue fell 8.4% to ¥724.712 million. For the in-house-developed softphone CTI call center system “COLLABOS PHONE,” temporary revenue, communications usage fees and contracts declined following the completion of one-off public-sector projects related to COVID-19. At the same time, new projects increased due to system integrations with other companies’ services, sales-partner agreements, referrals from existing customers and price competitiveness. Communications revenue also increased as existing BPO customers and others expanded their operations. Average channels in use during the period increased by 104 to 3,744, and revenue rose 1.8% to ¥246.322 million. For “COLLABOS CRM” and “COLLABOS CRM Outbound Edition,” customer information management systems dedicated to call center use, contracts declined following the completion of one-off public-sector projects related to COVID-19 and government-related projects. As a result, average IDs in use for the inbound version of “COLLABOS CRM” fell by 381 to 1,902, and revenue fell 11.5% to ¥64.208 million. Average IDs in use for the outbound version, “COLLABOS CRM Outbound Edition,” fell by 140 to 475, and revenue fell 18.0% to ¥14.728 million.」

「For the hard-phone call center system “@nyplace,” which uses AVAYA switches, new replacement projects migrating from on-premises to cloud-based systems were secured. However, average seats in use during the period fell by 1,035 to 6,853, and revenue fell 6.0% to ¥365.846 million, due mainly to a decrease in contracts following the completion of one-off public-sector projects related to COVID-19. For the in-house-developed softphone CTI call center system “COLLABOS PHONE,” contracts and communications usage fees declined following the completion of one-off public-sector projects related to COVID-19. At the same time, new projects increased steadily due to system integrations with other companies’ services, sales-partner agreements, referrals from existing customers, and price competitiveness. Average channels in use during the period increased by 46 to 3,732, and revenue rose 3.0% to ¥125.652 million. For the inbound version of “COLLABOS CRM,” average IDs in use during the period fell by 467 to 1,962, and revenue fell 14.6% to ¥32.877 million. For the outbound version, “COLLABOS CRM Outbound Edition,” average IDs in use fell by 158 to 469, and revenue fell 23.8% to ¥6.925 million.」

「For “COLLABOS PHONE,” new projects continued to increase steadily following system integrations with other companies’ services and the conclusion of sales-partner agreements, bringing average channels in use during the period to 3,724, up 277 year on year. However, revenue fell 0.1% to ¥486.210 million as the number of contracts and communications usage fees declined following the completion of one-off public-sector projects related to COVID-19.」

「For the hard-phone call center system “@nyplace,” which uses AVAYA switches, new replacement projects migrating from on-premises to cloud-based systems were secured, and the number of contracts at existing customers increased as public-sector projects and mail-order operations expanded. However, average seats in use during the period fell to 7,688, down 81 year on year, and revenue fell 0.6% to ¥1,182.440 million, due to a temporary decline in revenue following large switch-expansion projects in the same quarter of the previous year and a decrease in contracts following the completion of one-off public-sector projects related to COVID-19. For the in-house-developed softphone call center system “COLLABOS PHONE,” new projects continued to increase steadily because its balance of functionality and cost matched market demand. Average channels in use during the period increased by 411 to 3,699, while revenue fell 0.1% to ¥359.031 million due to a decline in revenue following the completion of one-off public-sector projects related to COVID-19. For the customer information management systems dedicated to call center use, “COLLABOS CRM” and “COLLABOS CRM Outbound Edition,” the number of contracts increased as new projects were secured and BPO operators expanded their operations. However, contracts also declined following the completion of one-off public-sector projects related to COVID-19. Average “COLLABOS CRM” IDs in use during the period fell by 195 to 2,278, and revenue fell 6.4% to ¥108.629 million. Average “COLLABOS CRM Outbound Edition” IDs in use fell by 229 to 590, and revenue fell 16.4% to ¥26.461 million.」

「For @nyplace, the company's hardware-phone call-center system using AVAYA switching equipment, the company secured new replacement projects involving migration from on-premises to cloud-based systems and increased contract volumes among existing customers due to the expansion of public-sector projects and online-shopping operations. However, revenue declined due to a reduction in one-time sales following large switching-equipment expansion projects in the same quarter of the previous year, a decrease in contracts as COVID-19-related spot public-sector projects ended, and cancellations associated with customers' company-wide system integrations. As a result, average usage during the period declined to 7,717 seats, down 74 seats, and revenue declined to ¥790.911 million, down 1.0%. For COLLABOS PHONE, the company's internally developed softphone call-center system, revenue declined due to the completion of COVID-19-related spot public-sector projects. However, new projects increased steadily because the balance between functionality and cost matched market demand. Average usage during the period reached 3,640 channels, up 406 channels, and revenue was ¥241.857 million, up 1.3%. Average COLLABOS CRM usage declined to 2,283 IDs, down 205 IDs, and revenue declined to ¥72.541 million, down 6.2%. Average COLLABOS CRM Outbound Edition usage declined to 615 IDs, down 265 IDs, and revenue declined to ¥17.970 million, down 18.4%.」

「In the domestic cloud-based call-center market surrounding the company, many call-center operators have in recent years been visibly shifting from on-premises systems built in-house to cloud-based systems, the company's area of business, and the market is expected to continue growing. Demand is also increasing for the development of remote call centers, while there is an urgent need to support multichannel services such as chat, chatbots, SMS and LINE, as well as speech recognition and FAQ functions.」

「In the domestic cloud-based call-center market surrounding the company, many call-center operators have in recent years been visibly shifting from on-premises systems built in-house to cloud-based systems, the company's area of business, and the market is expected to continue growing. Demand is also increasing for the development of remote call centers, while there is an urgent need to support multichannel services such as chat, chatbots, SMS and LINE, as well as speech recognition and FAQ functions.」

「As a result, the average number of seats in use during the period was 7,769, up 572 seats, and revenue was ¥1,189.392 million, up 3.7%.」

「At @nyplace, despite the impact of large projects ending in the previous fiscal year, the company secured new projects, including replacements of on-premises systems with cloud-based systems. Its telemarketing operator customers also secured more large public-sector projects, including call centers for COVID-19 vaccination appointments, while monthly usage fees increased as logistics-related companies expanded their operations in response to growing demand for online shopping. As a result, average usage during the period reached 7,791 seats, up 623 seats, and revenue was ¥798.997 million, up 5.5%.」

「As a result, the average number of seats in use during the period was 7,811, up 595 seats, and revenue was ¥388.022 million, up 7.4%.」

「In the cloud services market in which the company operates, the proportion of companies using cloud services at the end of 2019 increased 6.0 percentage points from the previous year-end to 64.7%. The cloud-based CRM market reached ¥320.6 billion in FY2020, up 23.3% from ¥259.9 billion in the previous fiscal year. Companies are steadily moving from on-premises systems, in which systems are owned and operated in-house, to cloud-based services, which require no asset ownership and offer superior cost and speed benefits.」

「@nyplace average usage during the period increased to 7,197 seats, up 103 seats, while revenue declined to ¥1,146.729 million, down 1.0%. COLLABOS PHONE average usage increased to 1,792 channels, up 567 channels, and revenue increased to ¥200.690 million, up 25.6%. COLLABOS CRM average usage declined to 1,988 IDs, down 176 IDs, and revenue declined to ¥95.150 million, down 10.6%. By contrast, COLLABOS CRM Outbound Edition average usage increased to 954 IDs, up 229 IDs, and revenue increased to ¥36.698 million, up 13.5%.」

「@nyplace average usage during the period declined to 7,168 seats, down 87 seats, and revenue declined to ¥757.117 million, down 3.7%. COLLABOS PHONE average usage increased to 1,675 channels, up 481 channels, and revenue increased to ¥130.743 million, up 24.6%. COLLABOS CRM average usage declined to 2,002 IDs, down 253 IDs, and revenue declined to ¥63.756 million, down 11.0%. By contrast, COLLABOS CRM Outbound Edition average usage increased to 925 IDs, up 215 IDs, and revenue increased to ¥24.413 million, up 10.8%.」

「For COLLABOS PHONE, average usage during the period increased to 1,498 channels, up 349 channels, and revenue increased to ¥61.891 million, up 20.7%, supported by solid inquiries focused on cost benefits, new contracts and higher communications usage fees. For COLLABOS CRM, average usage during the period declined to 2,009 IDs, down 261 IDs, and revenue declined to ¥32.052 million, down 11.2%. For COLLABOS CRM Outbound Edition, average usage during the period increased to 835 IDs, up 90 IDs, while revenue declined to ¥10.874 million, down 6.0%.」

「In the cloud services market in which the company operates, the proportion of companies using cloud services at the end of 2018 increased 1.8 percentage points from the previous year-end to 58.7%. The cloud-based CRM market reached ¥208.4 billion in FY2018, up 24.5% from ¥167.3 billion in the previous fiscal year. Companies are steadily moving from on-premises systems, in which systems are owned and operated in-house, to cloud-based services, which require no asset ownership and offer superior cost and speed benefits.」

「At @nyplace, revenue increased from new contracts and existing customers expanding their operations, but monthly recurring revenue declined as projects ended when contracts expired. As a result, both average usage during the period and revenue declined slightly, to 7,094 seats, down 123 seats year on year, and ¥1,158.868 million, down 0.4%, respectively. At COLLABOS PHONE, despite seat reductions by existing customers in line with fluctuations in their operations, average usage increased to 1,225 channels, up 78 channels, and revenue increased to ¥159.827 million, up 33.7%, supported by new contracts and higher communications revenue. COLLABOS CRM and COLLABOS CRM Outbound Edition, which are customer information management services, saw revenue decline due in part to a decrease in contracted IDs, but contributed to total company revenue through the provision of comprehensive solutions combined with the telephone-based services. Average COLLABOS CRM usage declined to 2,164 IDs, down 25 IDs, and revenue declined to ¥106.425 million, down 7.5%. Average COLLABOS CRM Outbound Edition usage increased to 725 IDs, up 4 IDs, while revenue declined to ¥32.333 million, down 10.9%.」

「At @nyplace, average usage during the period increased only slightly to 7,255 seats, up 13 seats year on year, due in part to projects ending as contracts expired. However, revenue increased to ¥786.524 million, up 1.8%, supported by one-time sales associated with existing customers expanding sites and adding seats, as well as new contracts. At COLLABOS PHONE, despite seat reductions by existing customers in line with fluctuations in their operations, average usage increased to 1,194 channels, up 32 channels, and revenue increased to ¥104.930 million, up 29.7%, supported by new contracts and higher communications revenue.」

「At @nyplace, average usage during the period declined slightly to 7,215 seats, down 20 seats year on year, due in part to projects ending as contracts expired. However, revenue increased to ¥383.214 million, up 1.7%, supported by additional seats resulting from existing customers expanding their operations, one-time sales and new contracts. At COLLABOS PHONE, average usage declined to 1,149 channels, down 92 channels, due in part to existing customers reducing seats in line with fluctuations in their operations. However, revenue increased to ¥51.277 million, up 23.9%, supported by new contracts, business expansion and higher communications revenue.」

「The proportion of companies using cloud services at the end of 2017 increased 10.0 percentage points from the previous year-end to 56.9%. The cloud-based CRM market reached ¥164.0 billion in FY2017, up 26.4% from ¥129.7 billion in the previous fiscal year. Companies are steadily moving from on-premises systems, in which systems are owned and operated in-house, to cloud services offering expected cost and speed benefits.」

「・@nyplace revenue was ¥1,163.364 million, up only 4.2% year on year due in part to a large one-time sale recorded in the same quarter of the previous year. However, revenue, mainly monthly recurring revenue, increased as existing customers added seats and new contracts were secured. Average usage during the period reached 7,217 seats, up 507 seats, or 7.6%. ・For COLLABOS PHONE, average usage during the period reached 1,147 channels, up 194 channels, and revenue was ¥119.497 million, up 26.7%, supported by new contracts and other factors. ・For COLLABOS CRM, average usage during the period declined to 2,189 IDs, down 368 IDs, and revenue was ¥114.995 million, down 23.1%, due to a decline in contracted IDs as contracts expired. ・For COLLABOS CRM Outbound Edition, average usage during the period reached 721 IDs, up 3 IDs, and revenue was ¥36.284 million, up 1.8%.」

「・@nyplace revenue was ¥772.617 million, up only 4.9% year on year due in part to a large one-time sale recorded in the same quarter of the previous year. However, monthly recurring revenue increased steadily as existing customers added seats and new contracts were secured, with average usage during the period reaching 7,242 seats, up 681 seats, or 10.4%. ・For COLLABOS PHONE, average usage during the period reached 1,162 channels, up 246 channels, and revenue was ¥80.932 million, up 30.1%, supported by new contracts and other factors. ・For COLLABOS CRM, average usage during the period declined to 2,210 IDs, down 307 IDs, and revenue was ¥79.195 million, down 18.6%, due to a decline in contracted IDs as contracts expired. ・For COLLABOS CRM Outbound Edition, average usage during the period reached 730 IDs, up 22 IDs, and revenue was ¥24.788 million, up 2.8%.」

「@nyplace revenue was ¥376.863 million, up only 1.8% year on year due in part to a large one-time sale recorded in the same quarter of the previous year. However, monthly recurring revenue increased steadily as existing customers added seats and new contracts were secured. Average usage during the period reached 7,235 seats, up 967 seats, or 15.4%.」

「Average @nyplace usage during the period reached 6,836 seats, up 1,072 seats, and revenue was ¥1,523.322 million, up 8.8%.」

「In the cloud services market in which the company operates, the proportion of companies using cloud services at the end of 2016 increased 2.3 percentage points from the previous year-end to 46.9%. The cloud-based CRM market reached ¥129.1 billion in FY2016, up 22.7% from ¥105.2 billion in the previous fiscal year, indicating a shift from on-premises systems owned and operated by companies themselves to cloud-based services.」

「In the cloud services market in which the company operates, the proportion of companies using cloud services at the end of 2016 increased 2.3 percentage points from the previous year-end to 46.9%. The cloud-based CRM market reached ¥129.1 billion in FY2016, up 22.7% from ¥105.2 billion in the previous fiscal year, maintaining a high growth rate while the market for on-premises systems built by companies themselves remained on a downtrend.」

「Average @nyplace usage during the period reached 6,268 seats, up 544 seats, and revenue was ¥370.253 million, up 12.7%. ・Average COLLABOS PHONE usage during the period reached 906 channels, up 322 channels, and revenue was ¥31.098 million, up 15.2%. ・Average COLLABOS CRM usage during the period reached 2,560 IDs, down 104 IDs, and revenue was ¥48.400 million, down 0.5%. ・Average COLLABOS CRM Outbound Edition usage during the period reached 713 IDs, up 115 IDs, and revenue was ¥12.845 million, up 27.2%.」

「According to the Ministry of Internal Affairs and Communications' FY2016 White Paper on Information and Communications, the proportion of companies using cloud services increased 5.9% from the end of the previous year to 44.6%. The cloud-based CRM market was valued at ¥103.3 billion in FY2015, up 117.8% from ¥87.7 billion in the previous fiscal year.」

「The cloud-based CRM market in which the company operates is expected to more than double its share of the overall CRM market, including on-premises systems built by companies themselves, over the next 5 years and to maintain a high annual growth rate of 20%. As cloud-first policies become established among user companies, the shift from on-premises systems to cloud-based services is steadily gathering pace. @nyplace call-center usage remained solid, with average usage during the cumulative third-quarter period reaching 5,736 seats, up 625 seats year on year. Average COLLABOS CRM usage reached 2,708 IDs, up 169 IDs, and average COLLABOS CRM Outbound Edition usage reached 622 IDs, up 90 IDs.」

「The cloud-based CRM market in which the company operates is expected to more than double its share of the overall CRM market, including on-premises systems built by companies themselves, over the next 5 years and to maintain a high annual growth rate of 20%. The market is expected to continue expanding as companies shift toward cloud-first strategies, taking share from on-premises systems. The number of @nyplace call-center seats remained solid, with average usage during the cumulative second-quarter period reaching 5,758 seats, up 730 seats year on year, and revenue reaching ¥677.787 million, up 14.3%. Average usage of COLLABOS PHONE reached 599 channels, down 24 channels, and revenue was ¥51.883 million, down 0.5%. Average usage of COLLABOS CRM reached 2,750 IDs, up 234 IDs, and revenue was ¥100.456 million, up 9.8%. Average usage of COLLABOS CRM Outbound Edition reached 607 IDs, up 73 IDs, and revenue was ¥21.462 million, up 9.0%.」

「The cloud-based CRM market in which the company operates is expected to more than double its share of the overall CRM market, including on-premises systems built by companies themselves, over the next 5 years. The market is expected to continue expanding as companies move toward a cloud-first approach, taking share from on-premises systems.」

「The proportion of companies using cloud services has reached 38.7% of the total. The increase of 5.7% from 33.1% at the end of the previous year is believed to reflect not only the convenience and initial and operating cost savings offered by cloud services, but also improvements in reliability and security, indicating that cloud services are becoming increasingly mainstream.」