TIS and Agrex launch AI-powered Contact Center Service

TIS Inc., a member of the TIS INTEC Group, and AGREX Inc. are pleased to announce that they have begun offering the “AI Contact Center Service” from November 19, 2025, which utilizes the Agentforce 360 ​​Platform to improve the efficiency of operator work and enhance customer experience for companies that have adopted Agentforce Service (formerly Service Cloud) provided by Salesforce.

Salesforce’s Agentforce Service, widely used in contact centers, is a cloud service that helps companies streamline and enhance their customer service and support operations. It allows contact centers and customer support departments to centrally manage inquiries and customer data received through various channels, such as telephone, email, social media, and chat, creating an environment where operators can focus on responding to customers.

The “AI Contact Center Service” will be provided as a new solution under “MARKETING CANVAS,” the unified brand of TIS’s marketing solutions that supports improving customer experience (CX) in corporate marketing activities, optimizing operations, personalized marketing, etc. With this service, TIS will support the utilization of data across systems, while Agrex will support the introduction and establishment of the Agentforce 360 ​​Platform, thereby achieving the sophistication of a company’s overall contact center operations.

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Many companies that provide products and services believe that quickly resolving customer inquiries directly leads to increased customer satisfaction and the development of loyal customers. For this reason, call centers and other customer support departments are focusing on improving the quality of customer service and streamlining responses. Meanwhile, increasing workloads due to a shortage of operators and diversifying channels are becoming issues, and different challenges are emerging depending on the industry and business type, such as the need for attentive emotional support in B2C companies and the need for sophisticated responses based on contracts and specifications in B2B companies. Against this backdrop, customer support operations are becoming increasingly complex with each passing year.

TIS has previously utilized the CTI platform “CT-e1/SaaS” provided by Comdesign Inc. to provide services that support call center operational improvement, productivity enhancement, and customer experience enhancement. TIS’s AI-enabled chatbot creation service, “Dialog Play®,” also supports mashup solutions with “CT-e1/SaaS,” and by combining it with Agrex’s voice recognition engine, it enables flexible customer support via both voice and chat. Through these efforts, TIS has recently received an increasing number of inquiries regarding integration with Salesforce’s Agentforce Service and the implementation of AI solutions aimed at addressing labor shortages and improving customer service quality.

AGREX has a wealth of experience in the contact center BPO (Business Process Outsourcing) field, and boasts extensive experience implementing and operating Salesforce-related projects, as well as a specialized support system provided by Salesforce-certified personnel.

Against this backdrop, TIS and Agrex have begun offering “CT-e1/SaaS for Service Cloud Voice,” which is compatible with Agentforce Service and is adapted to Salesforce’s voice integration solution, Service Cloud Voice, as well as “AI Contact Center Services,” which can be integrated and streamlined using Amazon Connect. Building on their previous efforts, TIS and Agrex aim to realize a next-generation contact center through collaboration between AI and operators.

SOURCE: PRTimes