AI Implementation in Call Centers & BPO Service Providers

call center providers, IT outsourcing service providers, BPO service providers initiated by printing businesses, back-office service providers, and call center solution providers

Call center service providers and other outsourcing service providers are proactively implementing AI to increase the productivity of their services. A growing number of these providers now offer AI-powered solutions and services. This report covers the AI-related efforts and perspectives of call center providers, IT outsourcing service providers, business process outsourcing (BPO) service providers initiated by printing businesses, back-office service providers, and call center solution providers. The report also includes the market size of AI services provided by call center companies (FY2024-FY2030), a questionnaire for call center providers and the call center sector of general enterprises, and case studies of AI service implementation in call centers by industry.

I. Current Status and Future Outlook of AI Implementation in the Call Center/Business Process Outsourcing (BPO) Industry

1. Market Size of AI Services Provided by Call Center Service Providers
2. The Impact of AI on the Call Center Industry and Vendor Efforts
3. Call Center Areas Where AI Implementation Will and Will Not Grow

II. Call Center AI Implementation Survey

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

III. Case Studies of AI Service Implementation in Call Centers

1. Case Studies of AI Service Implementation in the Manufacturing Sector: 19 cases
2. Case Studies of AI Service Implementation in the Construction Sector: 2 cases
3. Case Studies of AI Service Implementation in the Distribution Sector: 9 cases
4. Case Studies of AI Service Implementation in Trading Companies: 1 case
5. Case Studies of AI Service Implementation in the Transportation Sector: 8 cases
6. Case Studies on AI Service Implementation in the Real Estate Sector: 6 cases
7. Case Studies of AI Service Implementation in Electricity/Gas: 5 cases
8. Case Studies of AI Service Implementation in the Telecommunication Sector: 17 cases
9. Case Studies of AI Service Implementation in the Service Sector: 27 cases
10. Case Studies of AI Service Implementation in the Education Sector: 5 cases
11. Case Studies of AI Service Implementation in the Healthcare Sector: 2 cases
12. Case Studies of AI Service Implementation in the Finance Sector: 23 cases
13. Case Studies of AI Service Implementation in the Public Sector: 14 cases

IV. AI-Related Views and Efforts of Call Center Service Providers

Interview Topics

1. Impact of Generative AI on the Industry
2. Possibility of Generative AI-Powered Services
3. Impact of Robotic Process Automation (RPA) on the Call Center Industry
4. ossibility of AI-Powered Call Center Services

Call Center Service Providers

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

V. Views and Efforts of IT Outsourcing Service Providers on Digital Transformation (DX)

Interview Topics

1. Impact of Digital Transformation (DX) on the Business Process Outsourcing (BPO) Industry
2. DX Efforts and Service Provision Utilizing Digital Tools
3. DX Efforts and In-House Work Reforms Using Digital Tools

IT Outsourcing Service Providers

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

VI. Views and Efforts of BPO Service Providers Initiated by Printing Businesses on Digital Transformation (DX)

Interview Topics

1. Impact of Digital Transformation (DX) on the Business Process Outsourcing (BPO) Industry
2. DX Efforts and Service Provision Utilizing Digital Tools
3. DX Efforts and In-House Work Reforms Using Digital Tools

Printing Business-Based BPO Service Providers

1. Kyodo Printing Co., Ltd.
2. TOPPAN Inc.
3. NIHON ASPECT CORE INC.

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

Interview Topics

1. Impact of Digital Transformation (DX) on the Business Process Outsourcing (BPO) Industry
2. DX Efforts and Service Provision Utilizing Digital Tools
3. DX Efforts and In-House Work Reforms Using Digital Tools

Back Office Service Providers

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. PERSOL BUSINESS PROCESS DESIGN CO., LTD.
9. PASONA Group Inc
10. Business Brain Showa-Ota Inc.
11. Fuyo Outsourcing & Consulting Inc.
12. Primagest,Inc.
13. Payroll Inc.
14. MITSUI-SOKO BUSINESS PARTNERS CO.,LTD.

VIII. Views and Efforts by Call Center Solution Service Providers

Interview Topics

1. Efforts on Generative AI
2. Impact of Generative AI on the Call Center Industry
3. Robotic Process Automation (RPA) Efforts
4. Impact of Robotic Process Automation (RPA) on the Call Center Industry

Call Center Solution Providers

1. ITFOR Inc.
2. ITOCHU Techno-Solutions Corporation
3. SCSK Corporation
4. NTT DOCOMO BUSINESS, Inc.
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. LINK, INC.