AI Application in Call Centers & BPO Service Providers

call center providers, IT BPO service providers, print BPO service providers, back-office service providers, and call center solution providers

Outsourcing service providers, such as call center providers, are proactively using AI to increase the productivity of their services. A growing number of these providers are now offering AI-powered solutions and services. The report covers the views and efforts of call center providers, IT BPO service providers, print BPO service providers, back-office service providers, and call center solution providers on AI. It also includes the market size of AI services provided by call center companies (FY2022-FY2028), a questionnaire of call center providers and call center departments in general enterprises, and case studies of AI service implementation in call centers by industry and vendor.

I    Status and Perspectives of AI Application in Call Center/BPO Service Providers

1. Market Size of AI Services Provided by Call Center Providers
2. Influence of AI on Call Center Industry and Vendor Efforts
3. Call Center Areas Where AI Is Used and Where It Is Not

II   AI Application Questionnaire for Call Centers

1. Survey Design
2. Target Attribute
3. Results from Call Center Departments in General Enterprises
4. Results from Call Center Providers
5. Questionnaire Form

III    Case Studies of AI Services in Call Centers

1. Case Studies of AI Services for the Manufacturing Industry: 19 cases
2. Case Studies of AI Services for the Distribution Industry: 8 cases
3. Case Studies of AI Services for Trading Companies: 1 case
4. Case Studies of AI Services for the Transportation Industry: 8 cases
5. Case Studies of AI Services for the Real Estate Industry: 7 cases
6. Case Studies of AI Services for Electricity/Gas: 5 cases
7. Case Studies of AI Services for Telecommunications: 16 cases
8. Case Studies of AI Services for the Service Industry: 25 cases
9. Case Studies of AI Services for Education: 5 cases
10. Case Studies of AI Services for Medical Care: 1 case
11. Case Studies of AI Services for the Financial Sector: 17 cases
12. Case Studies of AI Services for the Public Sector: 15 cases

IV    Views and Efforts by Call Center Providers on AI

1. Altius Link, Inc
2. NTT DATA Smart Sourcing Corporation
3. NTT Nexia CORPORATION
4. NTT Marketing ACT ProCX
5. TMJ, Inc
6. D-Cubic Corporation
7. transcosmos inc.
8. Bewith, Inc
9. PERSOL COMMUNICATION SERVICES LIMITED
10. Prestige International Inc.
11. Bell Well Shibuya
12. BELLSYSTEM24, Inc.
13. Marketingware Inc.
14. WOWOW COMMUNICATIONS INC.

V    Views and Efforts by IT BPO Service Providers on Digital Transformation (DX)

1. Accenture Japan Ltd
2. Agrex Inc.
3. SG SYSTEMS CO.,LTD.
4. Cognizant Japan
5. Sakura Information Systems Co., Ltd.
6. CAC Corporation
7. TT Process Management Inc.
8. Japan Concentrix KK.
9. Nomura Research Institute, Ltd.
10. Pactera Technology Japan Co., Ltd.
11. Hitachi Systems, Ltd.
12. FUJIFILM Business Innovation Corp.

VI   Views and Efforts by Printing BPO Providers on Digital Transformation (DX)

1. NTT Printing Corporation
2. Kyodo Printing Co., Ltd.
3. Dai Nippon Printing Co., Ltd.
4. TOPPAN Inc.
5. TOPPAN Edge Inc.
6. NIHON ASPECT CORE INC.

VII    Views and Efforts by Back Office Service Providers on Digital Transformation (DX)

1. HR One Corporation
2. AP Outsourcing Ltd.
3. NX WANBISHI ARCHIVES CO., LTD.
4. CS Accounting CO.,LTD.
5. genpact company
6. K.K. DMS
7. TMF Group
8. PASONA Group Inc
9. Business Brain Showa-Ota Inc.
10. Fuyo Outsourcing & Consulting Inc.
11. Primagest,Inc.
12. Payroll Inc.
13. MITSUI-SOKO BUSINESS PARTNERS CO.,LTD.

VIII   Views and Efforts by Call Center Solution Service Providers

1. ITFOR Inc.
2. ITOCHU Techno-Solutions Corporation
3. SCSK Corporation
4. NTT Communications Corporation
5. NTT business Solutions corporation.
6. Oki Electric Industry Co., Ltd.
7. Com Design Co., Ltd.
8. Collabos Corporation
9. Cyber Com Co., Ltd.
10. Genesys Cloud Services, Inc.
11. Nice Japan (Nice Ltd.)
12. IBM Japan, Ltd.
13. Avaya Japan
14. NEC Corporation
15. Nomura Research Institute, Ltd.
16. Hitachi, Ltd.
17. Fujitsu Limited
18. Verint Systems Japan K.K.
19. MITSUI KNOWLEDGE INDUSTRY CO., LTD.
20. Rakuten Communications Corp.
21. LINK, INC.