The Shift of Call Centers to Profit Centers Driven by Improving Customer Experience

「In the CRM solutions market in which the Company operates, demand is increasing for nonvoice systems such as email, chat, web forms, social media and FAQs at call center inquiry desks, against a backdrop of diversifying customer needs and labor shortages. The use of AI technology in call center operations is also advancing rapidly, driving demand for integration with generative AI, speech recognition, automated call summarization, automated FAQ generation and voicebots, conversational systems that automatically respond by voice using AI.」

「In the CRM solutions market in which the Company operates, demand is increasing for nonvoice systems such as email, chat, web forms, social media and FAQs at call center inquiry desks, against a backdrop of diversifying customer needs and labor shortages. The use of AI technology in call center operations is also advancing rapidly, driving demand for integration with generative AI, speech recognition, automated call summarization and automated FAQ generation. In addition, call centers are evolving from cost centers into profit centers, and the collection, analysis and use of VoC (voice of the customer) is expected to accelerate corporate digital transformation as AI analyzes customer data and inquiry histories consolidated at call centers for use in marketing.」

「In the CRM solutions market in which the Company operates, demand is increasing for nonvoice systems such as email, chat, web forms, social media and FAQs, against a backdrop of diversifying user needs, a declining working-age population, labor shortages and rising personnel costs. The role of call centers is also changing from traditional cost centers to profit centers that serve as important customer touchpoints, and advances in technologies such as generative AI and speech recognition are expected to promote the collection, analysis and use of VoC (voice of the customer) while accelerating companies' digital transformation.」

「In addition to diversifying user needs, chronic labor shortages and rising personnel costs are driving demand for nonvoice systems such as email, chat, web forms, social media and FAQs, which provide communication without telephone or voice. In recent years, the use of VOC (voice of the customer) has expanded across a broad range of customer-touchpoint activities, including marketing and sales, as well as call centers. As a result, the adoption of AI technology is advancing in the call center industry, and a pronounced shift toward higher-value business areas such as data analytics is expected, alongside greater operating efficiency and solutions to labor shortages.」

「As products and services using generative AI, a technology that automatically generates new data and information from data learned by computers, have rapidly proliferated in recent years, attention has also focused on advanced functions in call center systems, including summarization using AI-based natural-language processing and VOC analytics, a method of analyzing customer feedback for use in corporate activities. There is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from "cost centers" to "profit centers" that generate revenue, including by having AI analyze collected and accumulated customer and inquiry data and using the results to deliver advertising and support more effective sales.」

「In addition, demand is growing for multichannel support, including chat and chatbots, SMS and LINE, and there is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from "cost centers" to "profit centers" that generate revenue, including through the use of information accumulated by call centers in marketing activities.」

「In addition, the diversification of customer touchpoints to include chat and chatbots, SMS and LINE is creating demand for multichannel support. There is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from cost centers to profit centers, including through the use of information accumulated by call centers in marketing activities.」

「In Japan's cloud-based call center market, the spread of remote work amid the COVID-19 pandemic accelerated the digital shift, making the transition from on-premises systems, which require large-scale system investments every few years, to highly scalable cloud-based systems accessed over the internet increasingly pronounced. In addition, as a result of the recent digital shift, the introduction of cloud systems by government agencies and the promotion of digital transformation, cloud adoption is expected to expand even among relatively large on-premises users that had previously been reluctant to move to the cloud. Furthermore, as customer touchpoints diversify to include chat and chatbots, SMS and LINE, it has become more difficult for a single service or product to deliver a high-quality customer experience. This is creating demand for multicloud operations, including stronger integration among products, including those of other companies, and there is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from cost centers to profit centers, including through the use of information accumulated by call centers in marketing activities.」

「In recent years, companies have regarded call centers as an important customer touchpoint and a means of contactless communication. As companies use information accumulated by call centers in marketing activities, there is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from cost reduction (cost centers) to generating revenue (profit centers).」

「Companies regard call centers as an important customer touchpoint and a means of contactless communication. There is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from cost reduction (cost centers) to generating revenue (profit centers).」

「As more companies seek to improve the "customer experience" (CX), expectations for call centers as an important customer touchpoint are rising. There is also growing recognition that call centers have entered a transitional phase in which their role is shifting decisively from cost reduction (cost centers) to generating revenue (profit centers).」