transcosmos Awarded for Exceptional Digital Customer Support Initiatives in 2026

TOKYO, August 17, 2026 – In a significant achievement, transcosmos has been recognized with the Special Award for Digital Utilization at the Japan Institute of Information Technology's (JiIT) Best Customer Support of The Year 2026 program. This accolade underscores the company's commitment to enhancing customer satisfaction through innovative digital solutions.

A Commitment to Excellence

The JiIT Best Customer Support Award program was designed to encourage organizations across Japan—regardless of their size—to improve productivity, management, and customer interaction within their support operations. Companies, departments, and institutions recognized through these awards have demonstrated outstanding contributions to enhancing customer service and satisfaction.

The selection criteria for the award focus on creativity, innovation, and improvement in customer support practices, ensuring that awarded entities truly reflect a commitment to customer-centric values.

The Challenge

The recognition stemmed from the challenges encountered by the customer support centers at transcosmos, where supervisors were often bogged down by routine tasks such as escalation management and material preparation. This situation limited their capacity to engage in more impactful activities aimed at improving customer experiences.

In response to these challenges, transcosmos embarked on a transformation initiative called “turning everyday operations into data.” This strategy aimed to redefine the value derived from daily interactions and discussions that took place during escalation processes.

Innovative Solutions Implementation

To achieve this transformation, transcosmos developed a fully automated framework that incorporated advanced technologies such as AI. They deployed an AI voice recorder to transcribe conversations during the escalation process. By utilizing generative AI, the company could efficiently create necessary materials, alongside AI video generation tools to further enhance documentation and visual communication.

This approach allowed transcosmos to rapidly disseminate knowledge previously held by individual employees, facilitating swifter and standardized sharing of insights across the organization. The automation of these processes led to a dramatic reduction in the time taken for preparing escalation materials and allowed for improved Average Handling Time (AHT).

Consequently, supervisors could devote more time to focusing on Voice of the Customer (VoC) initiatives and developing stronger relationships with clients. Such advancements directly contributed to increased overall customer satisfaction and service quality, while also notably reducing employee turnover.

Aligning Vision with Technology

The initiative received commendations for its seamless alignment of transcosmos's Mission, Vision, and Values (MVV) with the operational efficiencies driven by AI and Digital Transformation (DX). By relieving supervisors from repetitive administrative tasks, transcosmos has empowered its staff to concentrate on enhancing customer experiences and creating real value for its clientele.

With a vision “to become a bridge between people’s happiness and a well-being society with the power of communication,” transcosmos operates with approximately 23,000 communicators through its Digital Customer Communications (DCC) sector, delivering top-notch call center and communication services from 32 locations throughout Japan.

Continued efforts will see transcosmos dedicated to fostering societal well-being and the happiness of individuals through effective communication strategies.

Looking Ahead

Founded in 1966, transcosmos has consistently merged exceptional talent with cutting-edge technology to boost its clients' competitive advantages. Operating through 188 bases worldwide, transcosmos focuses on enhancing client business processes, facilitating sales growth, and optimizing costs.

Amid the ongoing expansion of the global e-commerce landscape, transcosmos also provides comprehensive One-Stop Global E-Commerce Services to ensure client products reach consumers across 46 countries without difficulty.

By addressing the evolving challenges faced by its clients and society, transcosmos embodies a proactive approach in its operations. As they embrace innovation and strive for excellence, one thing remains clear: transcosmos is committed to making it real, together.