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Mobliss and Next Gen Partnership: A New Era for Contact Centers

In a significant development within the contact center sector, Mobliss Corporation and Next Gen have entered into a strategic partnership aimed at enhancing business efficiency through innovative technology. Based in Shinagawa, Tokyo, Mobliss specializes in developing and providing customer experience (CX) solutions for contact centers, while Next Gen, located in Minato, Tokyo, is known for constructing communication networks and offering robust solutions. Their collaboration will create a seamless connection between on-premises PBX (Private Branch Exchange) systems and cloud-based generative AI solutions.

This partnership unveils a new integration featuring Mobliss's AI-powered operator dashboard, MooA CommNavi, with Next Gen's voice capturing system, LA-6000. By leveraging generative AI, this integration facilitates smooth connectivity with existing PBX systems, overcoming traditional challenges associated with implementing AI solutions in on-premises environments. Consequently, contact centers can expect substantial advancements in their Digital Transformation (DX) processes with faster implementation and reduced costs.

The Context of the Partnership

The contact center market in Japan is grappling with a labor shortage caused by high turnover rates and recruitment challenges. This situation has intensified the need for efficiency and the timely construction of systems that can operate with fewer employees. In light of recent regulations mandating measures against customer harassment (known as