English 
Techmatrix Corporation そして Marubeni I-DIGIO Group’s Marubeni Information Systems Corporation will begin offering a service that integrates Techmatrix’s CRM system for contact centers, “ファストヘルプ,” with Marubeni I-DIGIO Group’s voice recognition service, “MSYS Omnis”, starting , August 20, 2026. This integration will enable the registration of AI-powered real-time voice recognition and automatic summarization results of calls as call history in the CRM. This will reduce the workload for operators in creating call history, providing an environment where they can focus on higher-quality service and customer follow-up. Furthermore, by utilizing the accumulated, consistent call history data, it will support the improvement of contact center operational efficiency and customer experience.
Background/Summary
In recent years, customer service channels have rapidly expanded beyond telephone to include non-voice channels such as email, chat, social media, and web forms, requiring companies to respond quickly and accurately across diverse channels. However, telephone remains a primary point of contact with customers and is indispensable, especially for complex inquiries and urgent matters. Therefore, improving the quality and efficiency of telephone support is a crucial issue for enhancing the customer experience and increasing the overall productivity of contact centers.
High-quality telephone service enhances customer satisfaction, but the record-keeping process after each call places a significant burden on operators. Furthermore, properly accumulating and analyzing call history data contributes to consistent service quality and advanced Voice of the Customer (VOC) analysis. For these reasons, there is a need for a system that streamlines telephone call recording while accumulating call history data in an easily usable format.
Techmatrix’s CRM system for contact centers, “FastHelp,” has supported efficient and high-quality customer service by centrally managing customer information from multiple channels, including telephone. This integration utilizes Marubeni I-DIGIO Group’s voice recognition service “Omnis” to automatically transcribe and summarize telephone conversations into text, which can then be registered in the “FastHelp” call history, providing the following benefits:
Streamlining post-call processing: Real-time voice recognition and automatic summarization of calls using AI significantly reduces the time and effort required for operators to create call history records (after-call work).
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Utilization of call history data: Summarization patterns can be set according to the business, allowing necessary information to be organized at a consistent level of detail from call content. Furthermore, it can be used for a variety of purposes, including Q&A candidate extraction, VOC analysis, and quality control.
Low cost and short implementation time: No development is required for integration; integration can be achieved through configuration only, contributing to reduced implementation costs and shorter implementation periods.
These measures reduce the workload of record-keeping after customer interactions and promote the utilization of accumulated interaction history, thereby supporting improved productivity and customer experience in contact centers.
出典： PRタイムズ
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