#Japan #Awards #contact center #Shibuya #Altius Link

Altius Link's Remarkable Achievement at the 2025 Contact Center Awards

Altius Link, a leading provider of contact center solutions based in Shibuya, Tokyo, has recently made waves in the industry by winning two prestigious awards at the 2025 Contact Center Awards ceremony, which took place on September 17, 2025. Organized by Rick Telecom and conducted in association with e-Partners LLC, this annual event recognizes excellence in the contact center sector, making it Japan's largest award program since its inception in 2004.

Award 1: Operational Excellence Award

The first accolade, the Operational Excellence Award, recognized Altius Link's innovative responses to pressing issues within the contact center industry. The presentation theme was focused on the future of customer service and measures to combat customer harassment. Altius Link manages the Metropolitan Expressway Customer Center, which receives approximately 620,000 calls annually, operating 24/7. Despite adhering to a 'customer-first' policy, the organization faced challenges related to excessive complaints, significantly affecting operator workloads and retention rates.

To combat these issues, Altius Link implemented a clear protocol to protect its employees, introducing the 'Disconnect Manual' which provides guidelines for when to end calls. Moreover, they integrated the AmiVoice® speech recognition system, which enables real-time monitoring of abusive language and prolonged calls, allowing for immediate managerial intervention. This initiative has fostered a psychologically safe work environment for employees while maintaining a high level of customer service.

The award was granted due to the company's commitment to involving management in efforts to protect employee safety while sustaining value for customers, establishing a role model for the industry.

Award 2: Strategy Department Award

The second accolade, the Strategy Department Award, recognized Altius Link's innovative approach to enhancing the effectiveness of its chatbot system, introduced to the KDDI Customer Center which handles between 1 million and 1.2 million inquiries monthly. Although the chatbot provided 24/7 support, initial usage and resolution rates were disappointingly low. To address this, Altius Link employed a hybrid model combining generative AI with structured AI to develop an input-assist feature for customers.

Continuous scenario enhancements, grounded in the experiences of communicators, along with personalized services via identity verification, significantly improved the chatbot’s usability and accuracy. These efforts led to a rise in usage rates past 50% and resolution rates soaring to 85%. Consequently, inquiries directed through the chatbot increased by 32%, and the intention to use the service again reached an impressive 91%, greatly contributing to overall customer satisfaction.

The pioneering efforts in creating a tuning system managed by communicators and the successful hybrid application of generative and structured AI cemented Altius Link’s reputation as an industry innovator. Notably, this win marks the second consecutive year for Altius Link and KDDI to be recognized, following last year's Best Technology Award.

A Vision for the Future

Altius Link operates as a unique entity, jointly invested by KDDI and Mitsui & Co., harnessing a diverse talent pool to provide a comprehensive One-Stop BPO service which includes contact centers, back-office support, and IT solutions. The company emphasizes high-value operations complemented by cutting-edge technology and advanced data utilization. Their mission, “To strengthen, beautify, and enrich relationships,” underpins their efforts to create greater value in collaboration with clients while contributing to the development of sustainable society.

In sum, Altius Link's recent achievements affirm its role as a transformative leader within the contact center industry, setting benchmarks that others may aspire to follow. Companies interested in reading more about these accomplishments can visit the official website: Altius Link.