NRI Adopts BIZTEL Call Center to Enhance Operational Efficiency

NRI Adopts BIZTEL Call Center for Enhanced Operations

In an innovative move to upgrade its operations, the Nomura Research Institute (NRI) has selected BIZTEL, a prominent cloud-based call center system, offered by Link, a company renowned for its extensive track record in the telecommunications field. With a reputation for excellence, BIZTEL has secured the top position in market share for cloud-based CTI/call center systems in Japan for nine consecutive years, as noted by Deloitte Tohmatsu Mic Research Institute.

Understanding BIZTEL's Offerings

BIZTEL is a versatile cloud-based call center system that caters to both small-scale operations with a single seat and large-scale deployments with hundreds of seats. Over 2,000 organizations from diverse industries, including manufacturing, finance, pharmaceuticals, IT, and service sectors, have embraced BIZTEL’s capabilities. What sets BIZTEL apart is not just its clear call quality and high system stability but also its robust security features. The integration of AI technology enhances its functionalities by automating call summaries and customer categorization, significantly improving efficiency in telephone operations.

The Rationale Behind NRI's Decision

NRI's decision to migrate to a cloud-based system was prompted by the approaching end of life for their existing system. The organization's service desk, which provides round-the-clock support to financial and retail sectors, requires a highly available foundation that meets stringent security standards. With a noted challenge of staff shortages, the need for increased productivity became imperative. NRI aimed to minimize the administrative burden that follows customer interactions while seeking solutions through AI automation.

The Impact of BIZTEL's Implementation

After a comprehensive evaluation of approximately 180 criteria, NRI determination to select BIZTEL was based on its security robustness and high operational availability. The cloud transition alleviated the maintenance and operational burdens that NRI faced. Additionally, by integrating its proprietary service desk tool, the Senju Service Manager, with BIZTEL and AI capabilities, the entire process from call transcription to summarization and history logging became automated. This transformation means that operators no longer need to take notes during calls, allowing them to focus solely on customer interactions. Consequently, the quality of service has improved significantly.

Notably, the post-call administrative workload, which previously took about 15 minutes for a five-minute conversation, has now been almost entirely eliminated, leading to substantial reductions in operational time and enhanced efficiency.

Comprehensive Implementation Details

For further insights into this implementation case, please visit NRI’s case study at: BIZTEL Case Study.

About the Nomura Research Institute

NRI is committed to the corporate philosophy of "Dream up the future," continually generating innovative business models and creating new value for society. The company operates across a wide range of services, including consulting, financial IT solutions, industrial IT solutions, and IT infrastructure services, while reinforcing their role as a System Integrator (SIer) supporting crucial societal infrastructures.

About BIZTEL

Since its inception in 2006, BIZTEL has established itself as a pioneer in cloud-based telephony services, offering comprehensive solutions for enterprise phone and call center systems. It has surpassed over 2,000 installations and has been recognized as the number one in market share for cloud-based call center systems for nine consecutive years according to Deloitte Tohmatsu Mic Research Institute. BIZTEL has also achieved the top rank in the SaaS CTI segment based on monetary value as reported by Fuji Chimera Research Institute in their 2025 software business report. More details can be found at BIZTEL.

About Link

Link is recognized for its leading operations in dedicated hosting and cloud-based hosting solutions, including the API-driven BIZTEL call center system. The company operates various subscription-based services alongside its agricultural ventures, which include managing the Nakahara Ranch in Iwaizumi, Iwate Prefecture, since October 2011. For more insights into their services, visit Link.