Expansion into adjacent areas such as CRM, big data and WebRTC

「By integrating our proprietary services to provide one-stop functionality from information collection through VoC analysis using AI, we will strengthen our products, differentiate ourselves from competitors and expand sales.」

「The call-center and marketing departments accumulate vast amounts of digital data every day, including records of interactions with customers, or their "raw voices," inquiries submitted via the Web, customer information, Web browsing histories and email open rates.」

「We promoted sales activities for the integrated CRM marketing system GROWCE in the healthcare industry, market development for the AI customer analysis and prediction tool GOLDEN LIST in the financial sector, and proposals for improving operational efficiency, primarily to existing customers, using the AI marketing system UZ. As a result of acquiring new projects through cross-selling and referrals, sales amounted to ¥66,669 thousand, up 26.7% year on year.」

「In December of the same year, we also began providing UZ, our proprietary AI marketing system, in response to rapidly growing demand for generative AI applications and 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.」

「We released UZMAKI, a marketing service that selects keywords with high advertising effectiveness based on AI analysis of call recordings, or customers' voices, on a limited-release basis.」

「② Breakthrough growth of proprietary services Through our proprietary services, including the new services in the previous medium-term management plan, namely AI-enabled call-center systems and marketing applications, we will address existing market needs for greater diversity, lower prices and scalability, and promote the development of a new marketing market. ・Develop the existing call-center market through VLOOM and Afullect, scheduled for release shortly ・Develop new markets through the marketing-oriented services GROWCE, GOLDEN LIST and UZMAKI ・Establish proprietary services by advancing the integration and consolidation of all services」

「We have also actively pursued system integration between our cloud-based call-center system COLLABOS PHONE and services provided by other companies. Specifically, system integration with the SMS delivery service SMSコネクト provided by Accrete Inc. and the customer management and sales support system Zoho CRM provided by 株式会社Zooops Japan has established a framework for expanding services and acquiring customers.」

「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.」

「Demand for establishing work-from-home call centers is also increasing, while addressing multiple channels such as chat, chatbots, SMS and LINE, as well as using speech recognition and FAQs, has become an urgent priority. In addition, companies have recently come to regard call centers as important touchpoints with customers and as a means of contactless communication. There is also a growing view that call centers are in a transitional phase, shifting in earnest from cost centers focused on cost reduction to profit centers that generate revenue, including through marketing activities that utilize information accumulated in call centers.」

「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 from Israel-based TechSee Augmented Vision Ltd. that uses AR (augmented reality) and AI (artificial intelligence), to our service lineup. On 6 August 2021, we also began providing @nyplace, a service that retains the high reliability and comprehensive functionality of AVAYA products while enabling use during remote work.」

「Software under development　Development, etc. of the GROWCE system　29,308　Development, etc. of the Challbo system　21,208　Development, etc. of the COLLABOS PHONE system　16,314」

「For our existing services, against a backdrop of growing demand to replace on-premises systems with cloud-based systems in the call-center services market, we worked to expand sales channels through online seminars on work-from-home call centers and AI data analytics, as well as Web initiatives. In addition, against a backdrop of rising demand for automation and greater efficiency in call-center operations, we worked to expand sales of the AI speech recognition service AmiVoice Communication Suite provided by コラボス (Note 1).」

「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.”」

「In the call-center industry as well, services incorporating technologies such as AI have become mainstream in recent years because of labor shortages associated with Japan's declining birthrate and aging population and shorter working hours resulting from work-style reforms. We have therefore also strengthened sales of IT solutions including the AI speech recognition service AmiVoice (Note 1) and the AI data analytics service GOLDEN LIST (Note 2).」

「By the fiscal year ending March 2022, we will enter the marketing business through a data business (Note 6) that effectively utilizes the various information collected by call centers, including gender, age group, call histories, interaction details, interests, email and emotions identified through speech recognition, as valuable information assets. Specifically, we will develop GROWCE (Note 7), a new service that enables the use of information collected by call centers for marketing, and enter the advertising and marketing fields to contribute to companies' sales and profits.」

「We began providing XCALLY, an omnichannel (Note 1) solution that supports channels including chat and social media in addition to telephone and email, and are promoting its sales alongside our telephone-based services as a new service addressing call-center challenges and customer needs.」

「We will also begin providing XCALLY, an innovative omnichannel (Note 1) solution that supports a range of channels, including chat and social media in addition to telephone and email. Formal sales of these services will begin 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.」

「Our subsidiary, シーズファクトリー, provides the cloud-based AI data analytics service COLLABOS GOLDEN LIST, which uses AI (Note 3) to automatically analyze customer information, order data and interaction histories held by companies, calculate and predict the likelihood of purchase, and has steadily increased usage since its launch. As a result, the number of companies whose data is analyzed has expanded to approximately 40. During the third quarter of the current fiscal year, we carried out a capital increase to fund additional service development and promote the business, with a view to further business expansion.」

「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.」

「We will develop new businesses that utilize the various data accumulated in call centers and expand into adjacent call-center business areas, thereby expanding our 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.」

「To achieve further growth, we will anticipate expansion in the CRM and big data markets and expand our business by providing new features and services that address increasingly diverse contact channels and client needs, developing new businesses that utilize the various data accumulated in call centers, and entering adjacent call-center business areas, in addition to our existing services.」

「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.」

「In anticipation of growth in the CRM and big data markets, we will expand into adjacent business areas by providing features and services that enable the use of the various data accumulated to date, establishing services compatible with WebRTC, developing businesses for call-center operators and taking other steps in addition to our existing services, thereby expanding our business.」