Cloud Telephony

Cloud telephony infrastructure is expected to become mainstream communications in Japanese contact centers, according to a recent survey published by Ric Telecom and a Call Center whitepaper. The survey revealed that about 50 percent of enterprises in Japan had implemented or were considering implementing cloud-based customer service applications to replace legacy PBX and CTI (News - Alert) systems.

To leverage this market opportunity, customer experience solutions provider Genesys announced Genesys Japan has forged a cloud-based service provider agreement with KDDI (News - Alert) Corporation, a Japanese carrier that operates both fixed and mobile services.

Under this strategic agreement, KDDI will leverage Genesys’ (News - Alert) capabilities to offer new cloud telephony solutions for contact centers in Japan. The joint offering will combine Genesys’ contact center applications with KDDI’s existing telephony services.

KDDI will initially launch an inbound contact center offering that incorporates Genesys’ voice routing and reporting capabilities in the cloud, with plans in the future to add additional Genesys interaction capabilities such as e-mail, social media and the management of back office operations.

“This strategic agreement with KDDI expands the range of deployment options available to Genesys enterprise customers in Japan,” said Hideki Wachi, president of Genesys Japan, in a statement. “This agreement provides flexibility to our customers that complement our premise-based solutions with new cloud-based benefits such as cost savings, speed of implementation, and scalability.”

Meanwhile, a recent research conducted by Genesys found that many consumer-facing Fortune 500 companies shy away from listing social media as a means for customers to contact them. The research also revealed that corporations suffer from e-mail aversion, with nine out of ten failing to list an e-mail address on their contact page.

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Edited by Rachel Ramsey