Creating Services and Products That Generate New Added Value

「In product function development, integration with the generative AI system Gemini improved the quality and speed of output from VOC analysis in UZ and the accuracy of automatic call summarization in VLOOM. GROWCE was also integrated with SMS functions for AI CROSS's Zettai Reach! RCS and with Zoom Phone, the cloud-based PBX service provided by Zoom Communications, Inc. In addition, the company added and began providing a scenario-based voicebot function in VLOOM that enables AI to complete telephone interactions automatically. Through these and other initiatives, it pursued function development to reduce the operational burden across call centers, improve response quality, reduce costs and increase operational efficiency.」

「For proprietary services including VLOOM, UZ, GROWCE and GOLDEN LIST, the company secured new projects against a backdrop of AI-enabled operational efficiency, reduced workload for analytical tasks and applications in marketing. As a result, revenue was ¥122.607 million, up 29.5% year on year.」

「• Develop the existing call center market through VLOOM • Develop new markets through the marketing-oriented services GROWCE, GOLDEN LIST and UZ • Establish proprietary services by promoting integration and consolidation across all services」

「The company focused on expanding revenue opportunities through cross-selling and upselling by developing functions and upgrading systems to reflect customer needs, including a major version upgrade for the AI marketing system UZ, as part of its retention activities.」

「As part of the progress in service development, the company began providing VLOOM, an AI call center PBX/CTI system launched in August 2023 with speech recognition, automatic summarization, smartphone support and fully redundant architecture. In November of the same year, it 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, the company began providing UZ, its proprietary AI marketing system designed to contribute to effective VOC analysis and marketing initiatives.」

「For other new services and value-added services designed to improve operational efficiency, revenue was ¥55.798 million, up 21.1% year on year, driven by the acquisition of new projects, including GROWCE, an integrated CRM marketing system combining customer information management (CRM) with marketing functions; VLOOM, an AI call center PBX/CTI system launched in August this year with speech recognition, automatic summarization, smartphone support and fully redundant architecture; and AmiVoice Communication Suite provided by コラボス, a real-time speech recognition system incorporating AI technology.」

「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).」

「April 2023 Launch of Afullect, a callback support system capable of collecting abandoned calls」

「We also actively promoted system integration between our cloud-based call center system “COLLABOS PHONE” and other companies’ services. Specifically, we established a framework for expanding services and acquiring customers by integrating it with Accrete Inc.’s SMS delivery service “SMS Connect” and 株式会社Zooops Japan’s customer management and sales support system “Zoho CRM.” In addition, we entered into sales partnership agreements with サポータス, which specializes in system development using “Claris FileMaker,” and サティライズ, which specializes in customizing and supporting the implementation of “kintone,” thereby strengthening our sales structure for “COLLABOS PHONE.”」

「The company has also begun actively 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 addition, it entered into a sales partner agreement with サポータス, which specializes in developing systems using the database management system Claris FileMaker, thereby strengthening its sales structure for COLLABOS PHONE.」

「During the cumulative first quarter, we continued to focus on migrating systems from on-premises to cloud-based environments and on proposals to switch from other providers to our services. We worked to expand sales centered on “@nyplace (Anyplace),” “COLLABOS PHONE (Collabos Phone)” and new services under the medium-term management plan, including “GROWCE (Growth).”」

「In December of the same year, as part of the strategy in the aforementioned medium-term management plan, we released “GROWCE” as a new service, an integrated CRM marketing system.」

「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 3 June 2021, we entered into a premium partner agreement with 株式会社テリロジー and added “TechSee,” a next-generation visual customer assistance solution using AR (augmented reality) and AI (artificial intelligence) from Israel-based TechSee Augmented Vision Ltd., to our service lineup. On 6 August 2021, we also began providing a version of “@nyplace (Anyplace)” that retains the high reliability and extensive functionality of AVAYA products while being usable during remote work. On 2 July 2021, we further developed additional functions for the FAQ system “CollasQ,” released in October 2020, including dictionary and terminology import/export functions and changes to the page design for external publication, working to expand the product and sales channels.」

「We increased revenue through new customer acquisitions for the AI speech recognition service “AmiVoice Communication Suite provided by Collabos,”」

「On 29 October 2020, we completed development under the medium-term management plan’s Growth Strategy 1 and released 2 new services: “Challbo (Charbo),” a chatbot and live-chat service, and “CollasQ (CollasQ),” an FAQ service that can integrate with chatbots and other systems. We also released 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.」

「During the cumulative third quarter, we began providing “AmiVoice Communication Suite provided by Collabos,” which uses AI speech recognition to transcribe calls in real time and support improvements in response quality and customer satisfaction; chat functionality through integration between LINE Account Connect, a corporate service based on the “LINE” communications app provided by LINE株式会社, and our “COLLABOS CRM”; and “XCALLY,” an omnichannel (Note 1) solution supporting channels including telephone, email, chat and social media. We promoted sales expansion alongside telephone-based services, positioning these as new services addressing call center issues and customer needs.」

「First, we will begin providing a new service using LINE through functional integration between “LINE Account Connect,” a corporate service based on the “LINE” communications app provided by LINE株式会社, and “COLLABOS CRM,” our cloud-based customer information management system for call centers. We will also begin providing “XCALLY,” an innovative omnichannel (Note 1) solution supporting various channels, including chat and social media in addition to telephone and email. We will officially begin selling these services in November 2019.」

「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.」

「During the fiscal year, in developing new businesses for the digital marketing (Note 2) platform (Note 3), which we have continued to advance, we conducted a proof of concept for business-to-business services and newly began a proof of concept for business-to-consumer services, advancing the initiative toward creating new businesses.」

「During the cumulative third quarter, we continued developing a digital marketing (Note 1) platform (Note 2) for new business development. 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. One business-to-business proof of concept is the ongoing proof of concept and effectiveness verification on the job-search site “Career Connection Tenshoku,” conducted in collaboration with Geniee,Inc., which provides advertising optimization services on a scale that is No. 1 in Japan’s internet advertising industry, with the cooperation of Globalway,Inc., which operates platforms supporting career development for working people. The other is a business-to-consumer proof of concept. In collaboration with イデア・レコード, which provides restaurant-focused call center services and cloud-based reservation management systems, and with the cooperation of WATAMI CO.,LTD., which operates various restaurant chains including “Wamian,” we reached an agreement to conduct a proof of concept for restaurant reservation intake operations and are preparing the environment and developing the integration for pilot operation. In addition, our subsidiary 株式会社シーズファクトリー provides “COLLABOS GOLDEN LIST,” a cloud-based AI data analysis service that uses AI (Note 3) to automatically analyze customer information, order data and response histories held by companies and calculate and predict the likelihood of purchase. As the number of users steadily increased following the service launch, the number of companies whose data was analyzed expanded to approximately 40. During the third quarter, we carried out a capital increase to fund additional development and business promotion aimed at further expanding the business.」

「During the cumulative second quarter, we continued developing a digital marketing (Note 1) platform (Note 2) that 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. In collaboration with Geniee,Inc., which provides advertising optimization services on a scale that is No. 1 in Japan’s internet advertising industry, and with the cooperation of Globalway,Inc., which operates platforms supporting career development for working people, we began a proof of concept on the job-search site “Career Connection Tenshoku.” In addition, in collaboration with イデア・レコード, which provides restaurant-focused call center services and cloud-based reservation management systems, and with the cooperation of WATAMI CO.,LTD., which operates various restaurant chains including “Wamian” in the restaurant industry, we began preparations for a proof of concept for restaurant reservation intake operations.」

「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.」

「Following the conclusion of the basic agreement for a business alliance with Geniee,Inc., we began initiatives for the joint development of a new digital marketing (Note 3) platform (Note 4) integrating proprietary call center data with marketing automation (Note 2) functions, and will advance the project toward creating a new business.」

「We also entered into a basic agreement for a business alliance with Geniee,Inc., which has strong technological capabilities in the internet advertising industry and provides a world-class ad delivery system. We will jointly develop a new digital marketing platform integrating proprietary call center data with marketing automation (Note 1) 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.」

「During the first quarter, we entered into a basic agreement for a business alliance with 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 working to strengthen collaboration so that we could make maximum use of both companies’ technologies, expertise and customer bases to provide services that better satisfy customers.」

「During the fiscal year, we integrated our core product @nyplace with “MotionBoard Cloud,” a cloud-based BI tool provided by ウイングアーク１st株式会社, and carried out a full functional upgrade of COLLABOS CRM Outbound Edition based on the needs of mail-order businesses and others. To provide new value, we jointly invested with 株式会社アイズファクトリー, which has extensive expertise in analytical consulting in the data mining field, to establish our first subsidiary, 株式会社シーズファクトリー, on 1 November 2016. In addition to beginning to provide cloud-based data analysis services for call centers, we began developing “COLLABOS SDK (tentative name),” a call application development kit for iOS and Android devices that enables various types of additional information to be obtained from calls with end users. We also began developing functions to integrate COLLABOS CRM with LINE Customer Connect, a corporate customer support service provided by LINE株式会社.」

「As part of our initiatives with other companies, we jointly invested with 株式会社アイズファクトリー, which has extensive expertise in analytical consulting in the data mining field, to establish the subsidiary 株式会社シーズファクトリー on 1 November 2016. The subsidiary provides cloud-based data analysis services for call centers. We have also begun developing functions to integrate LINE Customer Connect, a corporate customer support service using the “LINE” communications app provided by LINE株式会社, with “COLLABOS CRM,” our cloud-based customer information management system for call centers.」

「To provide customers with new value, we will accelerate the creation of new services and products: a. Expand insufficient functions in existing services based on customer needs and add highly convenient functions; b. Develop strategic services with a view to expanding the CRM and big data markets; c. Develop services that are uniquely “Collabos.”」