#Japan #Tokyo #Techmatrix #FastHelp #MSYS Omnis

Techmatrix and Marubeni I-DIGIO Group Collaboration

On August 20, 2026, Techmatrix Inc., headquartered in Minato, Tokyo, and Marubeni I-DIGIO Group, led by Marubeni Information Systems Corporation based in Bunkyo, Tokyo, announced the launch of their collaborative service. This service integrates Techmatrix's CRM system for contact centers, FastHelp, with the voice recognition service, MSYS Omnis, provided by Marubeni I-DIGIO Group.

This collaboration introduces a real-time AI-driven voice recognition and automatic summarization system, allowing the recorded results to be stored as interaction history in FastHelp. This will significantly reduce the workload of operators when documenting call details, thus allowing them to focus on improving service quality and customer follow-ups. Furthermore, the systematic use of consistent interaction history data aims to enhance both the operational efficiency of contact centers and the overall customer experience.

Background and Overview

In recent years, the channels for customer interaction have expanded rapidly to include email, chat, social media, and web forms, alongside traditional voice calls. Businesses are now expected to respond promptly and accurately through a variety of channels. However, despite this surge in non-voice interactions, voice calls remain a vital point of contact, particularly for complex inquiries and urgent matters. Therefore, enhancing the quality of phone interactions and streamlining processes is crucial for improving customer experiences and boosting overall productivity in contact centers.

While high-quality phone interactions can elevate customer satisfaction, the subsequent task of documenting these interactions has burdened operators significantly. Properly accumulating and analyzing phone call content as interaction history is vital for standardizing service quality and advancing Voice of Customer (VoC) analyses. As a result, there is a pressing need to create an effective system for processing call records while making the accumulated interaction data easy to utilize.

Techmatrix's FastHelp CRM system centralizes customer information from various channels, including voice, to support efficient and high-quality customer interactions. This integration leverages the Omnis speech recognition service to automatically transcribe and summarize phone interactions, allowing recorded details to be registered in FastHelp. It offers several advantages including:

• - Efficiency in Post-processing: The AI-driven real-time voice recognition and automatic summarization greatly reduce the amount of post-call work for operators, simplifying the record creation process.

• - Utilization of Interaction History Data: Users can set summary patterns tailored to their business needs, organizing essential information from calls in a structured manner. This feature facilitates diverse applications such as Q&A extraction, VoC analysis, and quality management.

• - Cost-effective and Quick Implementation: This integration requires no extensive development; a simple configuration suffices, reducing both implementation costs and time.

These enhancements are aimed at alleviating the burden of documentation on operators and promoting the effective use of accumulated interaction histories, thereby contributing to increased productivity and improved customer experiences in contact centers.

Key Integration Features

1. Real-time Voice Recognition and Auto-summarization with CRM Registration

Through the Omnis service, calls can be recognized and transcribed in real-time, allowing automatic summaries and full records of conversations to be registered in FastHelp with a single click. This significantly expedites the recording process, ensuring uniform interaction histories are created quickly.

2. Flexible Summarization Patterns Tailored to Business Needs

Businesses can flexibly define how specific information should be summarized and structured through AI. This functionality allows the extraction and organization of vital data from call contents. Users can classify and tag questions and answers, organize requests, and evaluate service quality and customer satisfaction from myriad angles. The processed interaction history data supports enhancing knowledge management, advanced VoC analyses, and boosts service quality overall.

3. Smooth Standard Integration Requiring No Additional Development

By configuring the integration plugin developed by Techmatrix directly within FastHelp, users can efficiently transfer summarized and full records generated by Omnis into FastHelp’s interaction history without the need for custom development. This streamlining significantly reduces setup costs and accelerates implementation timelines.

Future Prospects

As a leading provider in contact center solutions with extensive implementation records and a proactive approach to enhancing digital channels, Techmatrix will utilize the strengths of both companies in this collaboration. The combined efforts with Marubeni I-DIGIO Group, which specializes in natural language processing AI, will expand services and contribute to the efficiency of interaction processes, the elevation of service quality, and improvements in customer experiences.

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About Techmatrix Inc.

Techmatrix (Tokyo Stock Exchange Prime: 3762) provides a one-stop solution for optimal IT infrastructure and lifecycle services tailored to customer needs through its three main sectors: Information Infrastructure Business, Application Services, and Medical Systems.

In the contact center domain, Techmatrix stands out with its leading CRM systems and knowledge management solutions such as FastSeries. With these offerings, Techmatrix supports businesses in transforming their operational models and enhancing competitive strengths.

For more insights on FastSeries and its capabilities in improving customer interactions through advanced solutions, visit: FastSeries