#Japan #Dentsu #Minato, Tokyo #iPLAss #CX Edition

Dentsu Research Institute Unveils iPLAss CX Edition

Dentsu Research Institute, known for driving progress through technology, has announced the launch of its cloud-based contact center solution, iPLAss CX Edition. This solution integrates the company’s low-code development platform, iPLAss, with Amazon Web Services' cloud contact center, Amazon Connect. Set to officially roll out on April 17, 2026, this initiative aims to provide organizations with the flexibility to create contact center systems tailored to their specific business environments and needs.

As customer engagement has evolved, enterprises have faced increasing demands for flexibility in their operations. The shift toward cloud-based contact center systems has accelerated, but many traditional cloud services charge based on user numbers. This model can lead to rising costs during periods of business expansion, especially when additional staff is required to handle surges in inquiries. Consequently, there is a growing demand from organizations to scale systems up or down in response to fluctuating business requirements while also minimizing licensing costs to optimize running expenses.

In response to these challenges, Dentsu Research Institute has developed the iPLAss CX Edition to support improved customer experiences (CX), leveraging its strengths in customer ID and information management. This solution allows enterprises to build and operate customized contact centers securely and cost-effectively, mirroring their unique operational needs.

Key Features of iPLAss CX Edition

1. Cost Optimization Through Server-Based Licensing
The iPLAss CX Edition utilizes a server licensing model that is not dependent on the number of users. This means that businesses won't incur additional license fees when increasing their number of operators, making it easier to respond to busy periods without escalating operating costs. As a result, companies can achieve efficient cost control aligned with their operational scale.

2. Flexible Customization Options
With its no-code and low-code development features, iPLAss enables intuitive system construction and modification. Organizations can address specific business workflows and incorporate additional data points that packaged products might not support, allowing for granular customization to meet particular requirements.

3. Accelerated Framework Creation with Amazon Connect
By adopting AWS's Amazon Connect for voice infrastructure and utilizing integrated connection templates, iPLAss CX Edition significantly reduces the setup time and resources needed for system construction. Furthermore, it incorporates access control features tailored to user permissions, ensuring compliance with stringent security requirements that businesses demand.

Looking ahead, Dentsu Research Institute plans to leverage the iPLAss CX Edition as a foundational work platform, incorporating AI agents to enhance the quality of contact center operations and improve efficiency.

Customer Experience (CX) encompasses every interaction a customer has with a company or brand, from awareness to support, making it crucial for businesses to optimize these instances.

For more insights, visit the official Dentsu Research Institute page.

Dentsu Research Institute aims to create a vibrant relationship between technology and society, contributing to a better future through a triple synergy of system integration, consulting, and think tank operations. It is committed to pushing boundaries through X Innovation, which encompasses collaboration across technologies, industries, and communities, ensuring continuous value creation in the evolving landscape.