Frost & Sullivan have hailed the efforts of Rakuten Communications following recent analysis of the Japanese contact centre market.
The company, which scooped the 2021 Contact Centre Customer Value Leadership Award, was praised for the 'Rakuten Connect Storm' platform that enables contact centres to meet demands of customers by accommodating different consumer preferences.
Krishna Baidya, Head of Customer Contact Research, ICT Practice Asia-Pacific, Frost & Sullivan, said: "Rakuten Communications has also adopted an agile approach to onboarding several of its internal business units into true-cloud, contact centre-as-a-service. With its augmented value proposition, partnerships, and deep experience, Rakuten Communications is expected to continue leading the Japanese contact centre market in the long term.
"Rakuten Communications' flexible technology stack presents an omnichannel experience to customers. Over the years, the company has become a reliable one-stop service partner, combining its cloud-based contact centre systems and communications services.”
Baidya added: "It plays an active role in clients' customer service/branding strategy, right from designing the contact framework, implementing intelligent routing, and managing/analysing incoming calls to conducting customer satisfaction surveys and text mining according to clients' requests."
"The Storm platform has been deployed with Rakuten Communications' AI interactive voice response (IVR) system, automating inquiries and utilising market-leading technology to innovate the platform's QA and QM to cover a variety of workforce optimisation features. Rakuten Communications has also adopted an agile approach to onboarding several of its internal business units into true-cloud, contact centre-as-a-service.