#Japan #Tokyo #Amazon Connect #Connectrek #VIRTUALREX

VIRTUALREX Enhances Amazon Connect with the Launch of Connectrek

VIRTUALREX Consulting Co., Ltd., headquartered in Minato City, Tokyo, has announced the seamless integration of its extended application, Connectrek, with Amazon Connect Agent Workspace. This development aims to streamline operations within contact centers, providing a unified platform for agents to manage various customer interaction tasks more efficiently.

Background of the Offering

In many contact centers, agents often juggle multiple applications for customer interactions, information retrieval, and internal communications. This multi-tool approach can lead to increased workload and challenges in maintaining the quality of customer service. By utilizing Connectrek within Agent Workspace, VIRTUALREX seeks to consolidate necessary functions into a single interface, enabling agents to focus on customer interactions without distraction.

Starting September 2025, VIRTUALREX will also introduce a real-time call analysis and visualization solution, powered by Amazon Transcribe Live Call Analytics (LCA). This additional solution will also be accessible through Agent Workspace, further enhancing operational capabilities.

Key Features of Connectrek in Agent Workspace

With the implementation of Connectrek, users can take advantage of several features designed to optimize their workflow:

• - Unified Interface: All necessary tools and information are accessible from one screen, reducing time spent switching between applications.
• - Enhanced Collaboration: Agents can easily share information and collaborate during customer interactions, improving overall efficiency.
• - Real-time Analytics: The integration opens the door to real-time insights that can help improve service quality and customer experience.

_A demonstration of how Connectrek operates within Agent Workspace._

About Connectrek

Connectrek is developed from VIRTUALREX's extensive experience in contact center management, tailored specifically for Amazon Connect. It addresses the limitations of Amazon Connect alone by adding essential features, thus allowing contact centers in Japan to operate more efficiently. This improvement plays a crucial role in enhancing both customer experience (CX) and employee experience (EX).

About VIRTUALREX Consulting

VIRTUALREX Consulting has focused on the intersection of businesses and their customers since its establishment. The company's philosophy emphasizes that ensuring customer success is key to corporate growth. Their mission, encapsulated in the slogan "Succession with You," reflects their commitment to not only achieving success but fostering continuous success alongside their clients through integrated consulting, technology, and operational expertise.

VIRTUALREX Group Overview

The VIRTUALREX Group, comprising around 1,000 employees, offers specialized services across various industries, including finance, IT, e-commerce, education, and government. Since its listing on the Tokyo Stock Exchange's Mothers market in June 2016, the company has been providing innovative services based on deep industry knowledge.

For any inquiries regarding Connectrek or the LCA solution, please visit our dedicated contact form at VIRTUALREX’s website.

Note

All company names and product names mentioned are trademarks or registered trademarks of their respective owners. The information provided is accurate as of the date of announcement and is subject to change without notice. The logos and names referenced, including Amazon Web Services, AWS, Amazon Connect, and Amazon Transcribe, are trademarks of Amazon.com, Inc. or its affiliates. The services described in this release are provided independently by VIRTUALREX and are not directly offered by AWS.