Case Study: NTT DOCOMO reinvents customer service with Genesys Cloud CX

NTT Docomo cuts after-call work by 80% with Genesys

NTT DOCOMO, a major telecommunications company in Japan, faced challenges in its contact centers due to manual data entry, high costs for system improvements, and an inconsistent customer experience across multiple channels. To address this, the company partnered with vendor Genesys to implement the Genesys Cloud CX platform.

The Genesys solution provided omnichannel integration and AI-powered innovation, including IVR routing and SMS messaging. This integration streamlined workflows, reducing the burden on agents. As a result, NTT DOCOMO expects an 80% reduction in after-call work, a 10% improvement in Net Promoter Score, and a 48% reduction in costs. Genesys enabled the company to support flexible work styles and create a more seamless and efficient customer experience.

NTT Docomo