#Japan #Tokyo #Cloud PBX #TMJ #Generative Solution

TMJ Accelerates Contact Center Transformation

The company TMJ, a part of the Secom Group located in Shinjuku, Tokyo, has announced the addition of two new services to its innovative "TMJ Generative Solution" series, designed to modernize contact centers. The new services, named "TMJ Conversation Monitor" and "TMJ Cloud PBX (by AVAYA)," will be available starting August 5, 2025, marking a significant step in the digital transformation of contact centers and back offices.

Background of Service Expansion

In 2023, TMJ initiated the "Next-Generation Contact Center Project" aiming to create hybrid centers that leverage generative AI for real business applications. By July 2024, TMJ plans to fully implement a comprehensive support system that includes operational design, implementation assistance, and continuous improvement cycles for the "TMJ Generative Solution." Through their unique insights into large-scale operations, TMJ aims to accelerate digital transformation in contact centers by finding optimal uses for AI.

The most notable addition is the separate SaaS for the "Automated Quality Assessment of Responses" feature, which has been in high demand from clients. This service will support self-coaching through scoring based on understanding conversation intents and visualizing improvement points. Offered with a dashboard and three flexible pricing plans according to usage, this addition enhances the implementation and utilization of generative AI in contact centers.

TMJ also introduces a cloud PBX solution to provide a fully utilized environment for generative AI. Customers will be able to access the same features and secure environment as TMJ's in-house centers through a pay-per-use billing structure, dependent on the number of seats used.

Overview of TMJ Conversation Monitor

The "TMJ Conversation Monitor" service is derived from the existing service "TMJ Speech Scripter," which allows for the automatic transcription, summarization, and classification of conversations using voice recognition technology. This new service provides automated evaluation of operators' responses, encouraging self-coaching with objective evaluations through generative AI. Furthermore, the service can assess not only specific keywords but also the overall impression experienced by the other party, enhancing feedback for operators.

A dedicated team of quality assurance (QA) specialists at TMJ, who have extensive experience in quality management across various industries, will oversee the design and implementation of this service. By understanding individual company standards, they can create tailored evaluation prompts to maximize response quality and operator training effectiveness.

Features of TMJ Conversation Monitor

• - Objective Evaluation: AI-driven evaluations eliminate subjectivity and bias from human assessors.
• - Automated Reports: Operators can review scores and feedback, facilitating self-coaching efforts.
• - Efficiency in Evaluation: Significantly reduces the workload for assessors, alleviating the burden of assessment.
• - Customizability: Fully customizable evaluation criteria tailored to individual corporate standards.
• - Expert Support: Design and implementation handled by QA professionals with extensive methodologies.

Upcoming expansion plans (starting September 2025) for TMJ Conversation Monitor include additional features such as supplemental human evaluations by QA personnel, comprehensive performance evaluations via a dashboard, and the capability to upload audio files.

Overview of TMJ Cloud PBX (by AVAYA)

The TMJ Cloud PBX service promises to deliver high business continuity with a setup that connects AVAYA's PBX systems installed at TMJ’s own data centers through dedicated redundant networks. This connection allows clients to receive reliable voice services without the need for expensive PBX systems, recording devices, or voice recognition environments. Furthermore, the pay-per-use billing structure allows businesses to adjust license costs based on their operational volume, optimizing expenses.

Features of TMJ Cloud PBX (by AVAYA)

• - High Business Continuity: Redundant setups distributed across TMJ’s East and West data centers ensure reliability.
• - Quality Network Infrastructure: Guarantees superior voice quality maintained by dedicated staff.
• - Cost-effective Setup: Avoids the high expenditure associated with traditional PBX implementations while allowing variable charging.
• - Integrated System Support: Provides comprehensive operation design and overall contact center building support.
• - Expandable Functionality: Options for integrating additional tools like "TMJ Speech Scripter" and BI tools like "TMJ Dashboard".

About TMJ Generative Solution

The "TMJ Generative Solution" is a comprehensive offering that includes various tools powered by generative AI, enhancing operational efficiency and reducing loads. By combining these with services designed for business consulting and AI implementations, TMJ enables personalized customer engagement, maximizing the value of customer interactions. TMJ’s extensive experience as an outsourcer contributes to optimal designs and flexible pricing structures, allowing for gradual implementation and expansion while keeping initial investments low.

For further details, please visit the service introduction page: TMJ Generative Solution.

TMJ was established in 1992 as a spin-off from Benesse Corporation's in-house call center, and became a wholly-owned subsidiary of Secom Co., Ltd. in 2017. Leveraging its management and quality control expertise, TMJ provides a wide range of services including the design and operation of call centers, research, analysis, and human resources development. TMJ prioritizes the success of client businesses by utilizing its robust and secure group network.

This press release contains information as of the date of publication and may be subject to change without notice.