Virtualex Launches Japanese Live Call Analytics Solution with AWS Infrastructure

Virtualex Enhances Operator Support with Real-Time Call Analysis

Virtualex Consulting, a subsidiary of the Virtualex Group headquartered in Minato, Tokyo, has officially launched a Japanese version of its real-time voice analysis solution based on Amazon Web Services' (AWS) Amazon Transcribe Live Call Analytics (LCA). This innovative solution aims to optimize the performance of contact centers in Japan by leveraging the functionalities of AWS's LCA, which was originally released in September 2025.

Background of the Offering

Improving customer satisfaction in contact centers is crucial, especially when it comes to understanding clients' emotions and situations in real-time. To address this challenge, Virtualex has developed a solution utilizing AWS's LCA, with an emphasis on expediting its full-scale introduction in the Japanese market. The enhanced features are specifically designed to increase usability within contact centers, making interactions between operators and customers more efficient.

Key Enhancements

The latest version of the solution builds upon the existing LCA functionalities with several targeted improvements aimed at enhancing the usability in contact centers. Here are the main enhancements:

1. Japanese User Interface Implementation
The labels and buttons on the LCA interface have been localized into Japanese, allowing operators and supervisors to navigate intuitively.

2. Integration with Amazon Connect Agent WorkSpace
Upon receiving an incoming call, the LCA analysis screen is automatically displayed within the Agent WorkSpace (the operator interface). This feature allows real-time transcription and sentiment analysis results to be viewed without switching screens.

3. AI-Powered Voice Bot Conversation Summarization
Before transitioning to human operator support, the conversation content and summary between the voice bot (automated voice response) and the customer are displayed on the LCA screen. Using Amazon Lex for automated responses, grammar and dialogue information are summarized through Amazon Bedrock's large language model (LLM), facilitating a quicker understanding of customer situations by operators.

4. Operational Verification in AWS Tokyo Region
The solution has been confirmed to operate stably within the AWS Tokyo region, providing assurance for domestic implementation.

Product Demonstrations

Interested parties can experience detailed explanations and demonstrations of this live call analytics solution at the Call Center/CRM Demo & Conference 2025 event, which will take place at Ikebukuro Sunshine City Cultural Center on November 13 and 14 this year.

Visit Virtualex's Booth

With extensive experience in the contact center industry, Virtualex is committed to supporting companies in their CRM efforts by blending consulting, technology, and operations capabilities in a one-stop collaborative approach. Companies experiencing challenges in these areas are encouraged to visit the Virtualex booth, where specialized staff will provide in-depth insights and solutions. We look forward to your participation!

About Virtualex Consulting

Since its establishment, Virtualex Consulting has focused on enhancing the interface between companies and customers, underpinned by the philosophy that customer success is key to a company's growth. Their mantra, "Succession with You," signifies not just a singular success but a continuous journey towards achievement, supporting clients with a blend of consulting, technology, and operational capabilities in the CRM domain.

About the Virtualex Group

The Virtualex Group, employing about 1,000 individuals across various companies, provides specialized services to a broad range of sectors including finance, insurance, IT, e-commerce, education, and government. They were listed on the Tokyo Stock Exchange's Mother’s market (now the Growth market) in June 2016.

Contact for More Information

For inquiries related to this solution based on AWS's LCA, please reach out through the designated contact form on the Virtualex Consulting website.

Disclaimer: All company names, product names, and service details mentioned are trademarks or registered trademarks of their respective companies. The information presented is accurate as of the issuance date and may be subject to change without notice. Amazon Web Services, AWS, and Amazon Transcribe, including their logos, are trademarks of Amazon.com, Inc. or its affiliated companies.