Nomura Research Institute Adopts BIZTEL Contact Center System

Link Inc., provider of the cloud-based CTI/contact center system 'BIZTEL'—ranked No. 1 in Japan for nine consecutive years—has announced its adoption by Nomura Research Institute (NRI).

BIZTEL is a cloud-based system capable of supporting operations ranging from a single workstation to hundreds of users, used by over 2,000 companies. It features generative AI-powered call summarization, automated harassment detection, and voice bot integration.

NRI initiated a review of its contact center systems alongside the expiration of its legacy system maintenance. The company required high availability to ensure 24/7 stable operation and high-level security. Furthermore, improving productivity amid labor shortages and reducing the administrative burden after customer interactions were critical challenges.

After evaluating approximately 180 criteria, BIZTEL met NRI's requirements and was selected. By integrating BIZTEL with NRI's proprietary 'Senju Service Manager' tool and AI, the company automated everything from call transcription and summarization to updating response histories. As a result, post-call processing that previously took 15 minutes for a 5-minute call was reduced to 'almost zero,' achieving significant labor savings and improved service quality.