Eclect Partners with Recho to Revolutionize Voice AI Solutions for CX Enhancement

Eclect Partners with Recho: A New Era for Voice AI in CX

In an exciting development for customer experience (CX) solutions, Eclect, a leading CX solution company based in Setagaya, Tokyo, has announced a strategic partnership with Recho, a company specialized in developing the Recho Voice AI Platform. This collaboration seeks to transform customer service through the innovative use of Voice AI technology.

The Challenge in Customer Service

Despite the prevalence of phone communication as a vital channel for businesses, the contact center industry in Japan remains riddled with inefficiencies, with around 70-80% of expenses stemming from labor costs. As the labor shortage becomes increasingly severe, the demand for fast and high-quality service continues to rise, placing substantial pressure on operational teams.

The recent advancements in Voice AI agents offer an efficient solution to these challenges. These smart systems can now provide human-like responses 24/7, automatically handling post-call tasks such as summarizing conversations and inputting data into customer relationship management (CRM) systems. This progression not only promises to enhance customer satisfaction but also aims to significantly streamline operational efficiency.

Transforming Customer Interactions

Voice AI agents are designed to autonomously carry out complex tasks traditionally performed by human operators, including situational assessment, gathering pertinent information, system integrations, and providing adaptable responses. Already, various sectors have begun to utilize these agents for both inbound and outbound communication, showcasing their versatility and effectiveness.

Addressing Barriers to Voice AI Adoption

However, the integration of Voice AI technology is not without its challenges. Many companies face technical and operational hurdles, particularly related to the nuances of the Japanese language, the need for seamless integration with existing systems, and industry-specific dialogue designs. This is where the partnership between Eclect and Recho shines; by leveraging Recho's cutting-edge AI technology alongside Eclect's robust integration capabilities and on-site support expertise, the companies aim to help organizations overcome these adoption obstacles and fully realize the potential of Voice AI.

Key Offerings from the Collaboration

1. Tailored Voice AI Agent Development: Using Recho's platform, businesses can create highly customized voice agents that cater to their specific operational workflows and conversation styles.

2. Seamless Integration with Existing Systems: Eclect draws on its experience providing Zendesk solutions to more than 750 clients, ensuring a smooth transition and gradual automation that preserves business continuity.

3. Comprehensive Support from Implementation to Improvement: The partnership extends beyond mere technology installation; both companies commit to working closely with clients to ensure effective user adoption and ongoing optimization of the systems implemented.

Future Developments

Looking ahead, Eclect and Recho are not only currently engaged in several ongoing projects but are also focused on providing a comprehensive CX solution that synergizes AI agents, system integration, and human operations. Eclect's history of facilitating CX platforms centered around Zendesk equips them with the insights needed to tackle on-ground challenges effectively. This partnership marks a significant step towards harnessing Voice AI capabilities for the future of customer experience.

Statements from Leadership

Shu Mihara, CEO of Recho: “Eclect is a crucial partner in the CX domain. I feel fortunate to collaborate at this time, as our technology and implementation capabilities complement each other well. I resonate deeply with Eclect’s customer-first philosophy and their commitment to improving society through technology. I look forward to shaping the future of customer service together in Japan.”

Masahiro Tsujimoto, CEO of Eclect: “Based on our proven track record in the CX field, I am confident that Recho's Voice AI technology will revolutionize this sector in Japan. Merging our implementation know-how with Recho's innovative technology will allow us to provide truly valuable solutions to our customers. I am inspired by the passion and sincerity of their technical team and look forward to creating new value together.”