Business Activities
Through our contact center and BPO businesses, the Group has been entrusted with the value chains of its customers and has been performing operations on their behalf. In the contact center BPO business, there are three essential elements: human resources, an in-house PBX, and facilities.
In 2016, we independently developed our own cloud-based PBX, Omnia LINK, and began using this internally in our own contact center BPO operations.
In recent years, we have also been selling Omnia LINK as a system externally.
This system, which is used daily by approximately 2,000 supervisors, is being fine-tuned and improved daily through on-site feedback and is growing as a contact center system that reaches the areas needed the most on the site.
According to research conducted by the Group, there are very few cases where contact center and BPO service providers own an independently-developed PBX, and many of our competitors provide their services upon purchasing their PBX from a third-party development company. For this reason, as a contact center and BPO service provider having our own independently-developed PBX, we believe that the Group has achieved a rare position even within the industry.
We believe that our business model of externally selling Omnia LINK, which we developed to advance our existing business, resembles the business model of GAFA’s Company A, and we are working daily aiming for growth similar to that of Company A.
Omnia LINK External Sales Business
In the Omnia LINK external sales business, we offer the Omnia LINK cloud-based PBX system, which is being utilized by the Group, mainly to customers operating their own contact centers.
Providing the latest features as an all-in-one solution
The most significant feature of Omnia LINK is that it is equipped with all of the functions required by contact centers. It is usually the case with typical contact center systems that individual systems are purchased from various manufacturers and integrated with each other for use. However, since Omnia LINK provides such functions as an all-in-one solution and eliminates the need for integration costs, this allows users to take advantage of the latest features while keeping costs low.
Improvement based on feedback from our 2,000 supervisors
Since we gather information on functions that are truly needed on the site and develop such features in-house, we are able to develop systems with high usability based on verification from actual sites of use.
Future evolution of Omnia LINK
In May 2024, we released a call content summarization feature which utilizes generative AI. This has reduced the per case processing time of operators by approximately 30%.
We are expecting to continue to add new AI-related features to Omnia LINK as generative AI develops.
Contact Center/BPO Business
The main function of contact centers and BPO is to provide high quality service to the end users and employees of our client companies via operators. Ultimately increasing end-user and employee satisfaction by providing high-quality support will increase the satisfaction of our client companies and lead to longer contracts and increased sales for the Company.
