Belc CO.,LTD., which operates mainly in the Kanto region, introduced the automated voice response system "DX Denwa" and automated the initial handling of calls to its main telephone number. The implementation reportedly automated 80% of the General Affairs Department's call-routing operations.
Belc CO.,LTD. adopted MediaLink's IVR system "DX Denwa" and established a system to automatically transfer inquiries from the main telephone number to the relevant departments. As a result, 80% of calls previously routed by the General Affairs Department were automated.
The implementation was prompted by the fact that many inquiries received through the main telephone number required transfer to other departments, increasing the General Affairs Department's workload.
Following the implementation, call-routing operations handled by the General Affairs Department declined, and settings such as year-end holiday notices could be managed directly from the administration screen. Employees have also responded positively.
Looking ahead, the company is considering using call recording and AI transcription features, with plans to expand the recording and sharing of call content.