NTT Communications Corporation and transcosmos inc. hereby announce that the two companies entered into a strategic partnership agreement in the Digital BPO * 1 Solution services domain on July 17, 2024.
Under the Agreement, the two companies will combine NTT Com’s AI and other technologies and infrastructures with transcosmos’s advanced business expertise and DX (Digital Transformation) talent to provide Digital BPO solutions that support businesses more than ever before.
NTT Com and transcosmos will deepen their partnership in developing new solutions as well as in implementing and operating solutions for clients to drive their DX initiatives, and ultimately contribute to creating a prosperous society.
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1. Background
As Japan faces severer labor shortages amid the declining and aging population, it is crucial for businesses to achieve DX using ICT technologies and secure talent who have abilities to deliver DX towards sustainable economic growth. While some clients are actively investing in DX, the evolution of new ICT technologies is so fast that it is becoming increasingly difficult for them to catch up.
In addition, companies also need to adapt to evolving complex social requirements such as ESG-driven management at speed. Yet, there is a limit to how much a company can do alone amid the continued labor shortages. Against this backdrop, more and more companies are taking a selection and concentration approach using outsourcing services to focus on their core business.
NTT Com’s competitive edge lies in its ability to promote clients’ DX by making the most of cutting-edge technologies such as generative AI, IOWN, 5G, IoT and cloud, while transcosmos has industry-leading expertise in a range of enterprise BPO services, contact center operations and other business support services domains underpinned by Digital BPO.
Through the Agreement, the two companies will jointly provide solutions that help clients enhance their competitive edge with infrastructure technology and professional expertise and DX talent, thereby pushing forward sustainable growth of Japan’s economy.
2. Scope of the Agreement
The two companies will co-develop new solutions and implement and operate solutions under the Agreement.
With regard to the co-development of new solutions, the two companies will develop next-generation contact centers powered by tsuzumi, NTT’s large-language model (LLM) and highly accurate generative AI solutions with training data provided by tsuzumi, and more. The two companies will also develop new packaged solutions that come with infrastructure technologies and experts in solving challenges that are common across industries such as accounting and HR back-office operations.
As for implementation and operations services, the companies will make joint-proposals and offer co-developed solutions to their respective clients.
3. Initiatives
(1) Next-generation contact center development with the power of tsuzumi
To help clients streamline contact center operations and enhance customer interaction and experience at diverse customer touchpoints, the two companies will develop secure AI-powered contact centers leveraging tsuzumi, NTT’s LLM.
Making the most of an ultra-light LLM—one of its distinctive features—tsuzumi enhances the response accuracy of AI by making AI learn specialized content as well as content specific to each company. The contact centers can be used both in an on-premise environment and in NTT Group’s private cloud, ensuring high levels of security required for handling private and confidential information. The two companies aim to implement the centers to about 100 companies by the end of 2027 with a focus on the financial industry where security is critical.
Furthermore, the two companies will deliver AI-powered automated customer services using tsuzumi, contributing to clients in enhancing CX by presenting the right responses and automating customer support processes as requested.
(2) Green Transformation (GX) solution (refer to the attached for details)
The two companies will offer various GHG emissions-related services at one-stop. The solution includes services from defining calculation logics, collecting, analyzing, and visualizing data to proposing actions for emissions reduction. By automating the entire process from data collection to visualization, businesses can generate data such as value and volume of goods and services purchased, emission factors* 2 and GHG emissions without any man-hours.
(3) Local Government Digital Transformation (DX) solution (refer to the attached for details)
To help local governments drive DX, the two companies will provide NTT Com’s Local Government Platform (LGPF)* 3—an operation management system designed for local businesses—and government-citizen communication services built on transcosmos’s social networking services (SNS) as well as BPO services all at one-stop. The solution will solve staff and digital talent shortages, and help local governments create a comfortable and attractive community.
4. Roles of two companies
NTT Com: Provide services including: 1) tsuzumi, NTT’s LLM, 2) GHG emissions data visualization solutions, and 3) LGPF.
transcosmos: Provide services including 1) GHG emissions calculation solutions, and 2) public sector solutions* 4.
5. Next steps
With the aim of creating a 100-billion-yen business in the next five years, NTT Com and transcosmos will accelerate efforts toward co-developing new solutions as well as implementing and operating the solutions for clients under the Agreement.
The two companies will also push forward the development of industry-common business solutions, thereby contributing to clients in increasing their competitive edge.
- 1: Digital BPO🄬 is a registered trademark of transcosmos and used as a collective term for services that combine BPO operations and various technologies to help clients transform their businesses.
- 2: CO2 emission factor shows carbon dioxide emitted per kilowatt-hour of electricity generated by an electric power company.
- 3: Local Government Platform (LGPF) is NTT Com’s platform service designed for local governments, local business operators, and citizens.
- 4: Solutions for the public sector help local governments in 1) achieving DX, 2) promoting contactless services using digital technologies, 3) identifying challenges and developing strategies to solve the challenges, and 4) developing, implementing, and operating systems. System development and implementation services come with HR strategy development and staff training services to drive DX.
SOURCE: PRWeb