KDDI launches a fully cloud-based “Cloud Calling for Genesys Cloud” contact centre solution

TOKYO — October 27th, 2022 — Genesys Cloud Services K.K. (Headquarters: Minato-ku, Tokyo; President: Paul Ito Ricci; hereafter: Genesys Japan), a global cloud leader in customer experience orchestration, announces that KDDI, K.K. (Headquarters: Chiyoda-ku, Tokyo; CEO: Makoto Takahashi; hereafter: KDDI) will start deploying “Cloud Calling for Genesys Cloud” on October 31^st. This is a cloud-based phone system service powered by an integration with the all-in-one cloud contact centre platform Genesys Cloud™️.

“Cloud Calling for Genesys Cloud” brings digital transformation to all the tasks in the contact centre by offering cloud all the way – from phone line infrastructures to allowing voice, email, chat interactions and contact centre operations, to be conducted on the cloud.

Service Structure Overview

■Background

• The COVID-19 pandemic has accelerated a shift in the digitalisation of customer interaction channels, in addition to increasing the importance of contact centres as the main non-face-to-face touchpoint between companies and their customers.
• Cloud adoption has expanded across contact centres to answer growing needs for flexibility and allowing work-from-home¹. However, many organisations have been challenged by the fact that they couldn’t maintain their legacy phone numbers upon making the shift to the cloud.

■About “Cloud Calling for Genesys Cloud”

• By integrating the Genesys Cloud cloud contact centre platform to KDDI’s cloud voice network, Genesys Cloud can now support landline numbers and number portability.
• Number portability allows organisations to keep using their legacy phone numbers while achieving full cloud capabilities for the management and operations of their contact centre.
• There is no additional requirement for landlines or voice gateways on the customer side, effectively allowing for a cloud-based phone system deployment within weeks.
• Increased flexibility for contact centres to scale their number of seats according to their needs, without requiring any additional hardware.

“KDDI is honoured to partner with Genesys. With this new service based on Genesys Cloud, we want to offer an easy and flexible method to deploy a phone environment on the cloud,” says Toru Maruta, executive officer and vice-president of solution development at KDDI. “Our objective is to expand a new work style leveraging digital transformation for contact centres, using our strength to deliver high-quality services to businesses in cloud-based phones.”

“By adopting the “Bring your own cloud carrier”² model that allows for fully cloud-based management, KDDI can now orchestrate innovative, scalable and flexible service for its customers,” says Paul Ito Ricci, President of Genesys Japan. “Genesys will continue to partner with KDDI to deliver personalised and empathetic services, and increase the customer experience value proposition for its customers.”

Both organisations plan to further strengthen their partnership and fully achieve digital transformation in the contact centre industry.

1. According to a report from the Yano Research Institute “Call Centre Market Overview 2021”, Compound Annual Growth Rate for SaaS Cloud Contact Centres is expected to reach 11% (as compared to 2% for the overall contact centre market including on-premises solutions)
2. Environment solely centred around IP network, that does not require landline infrastructure, voice gateway or Genesys Cloud Edge hardware.

About Genesys

Every year, Genesys orchestrates billions of remarkable customer experiences for organisations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organisations can realise Experience as a Service®︎, our vision for empathetic customer experiences at scale. With Genesys, organisations have the power to deliver proactive, predictive, and hyper personalised experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty. Visit www.genesys.com/ja-jp.

©2022 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Multicloud CX, Genesys DX and Experience as a Service are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies. 

ANNEX

■Service Details

1．Service Features
・This service can be combined with the free call* (Incoming Phone Number 0120/0800) service delivered by KDDI.
*Additional Contract Required
・This service leverages KDDI infrastructure, providing high availability.
・As part of a business continuity plan in case of “Genesys Cloud” outage, KDDI can transfer calls to outside phone lines.
・Phone line contracts are delivered by KDDI, “Genesys Cloud” licenses and additional system integration services are delivered by Genesys certified partners.

2．Launch Date
October 31st, 2022

３．Pricing

For more details, please visit the following KDDI service page.
Cloud Calling for Genesys Cloud : https://biz.kddi.com/service/genesys-cloud/

Free Call S: https://biz.kddi.com/service/free-call-s/

Free Call DX: https://biz.kddi.com/service/free-call-dx/

*For details on Genesys Cloud license pricing, please refer to a certified Genesys partner.

4. Inquiries
   Please inquire to KDDI business sales or to the business customer centre.

<Business Customer Centre>
Free Call 0077-7007 (Free)、Free Call 0120-921-919 (Free)
Available Hours: 9:00-18:00 (Closed Sat./Sun./National Holidays/End & Start of the year

Genesys Contact: Tetsuya Saito

Marketing Manager

Genesys Cloud Services

Tetsuya.saito@genesys.com

+81 3-5989-1430

Agency Contact: Alexandre Zabava

Vertigo

alex@vertigo.jp

+81 80-4178-2393