TISとアグレックスがAIを活用したコンタクトセンターサービスを開始

TIS Inc., a member of the TIS INTEC Group, and AGREX Inc. are pleased to announce that they have begun offering the “AI Contact Center Service” from November 19, 2025, which utilizes the Agentforce 360 ​​Platform to improve the efficiency of operator work and enhance customer experience for companies that have adopted Agentforce Service (formerly Service Cloud) provided by Salesforce.

Salesforce’s Agentforce Service, widely used in contact centers, is a cloud service that helps companies streamline and enhance their customer service and support operations. It allows contact centers and customer support departments to centrally manage inquiries and customer data received through various channels, such as telephone, email, social media, and chat, creating an environment where operators can focus on responding to customers.

The “AI Contact Center Service” will be provided as a new solution under “MARKETING CANVAS,” the unified brand of TIS’s marketing solutions that supports improving customer experience (CX) in corporate marketing activities, optimizing operations, personalized marketing, etc. With this service, TIS will support the utilization of data across systems, while Agrex will support the introduction and establishment of the Agentforce 360 ​​Platform, thereby achieving the sophistication of a company’s overall contact center operations.

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商品やサービスを提供する企業の多くは、顧客からの問い合わせを迅速に解決することが、顧客満足度の向上やロイヤルカスタマーの育成に直結すると考えています。そのため、コールセンターをはじめとするカスタマーサポート部門では、応対品質の向上や対応の効率化に注力しています。一方で、オペレーター不足による業務量の増加やチャネルの多様化が課題となっており、B2C企業ではきめ細かな情緒的サポートが、B2B企業では契約や仕様に基づいた高度な対応が求められるなど、業種・業態によって異なる課題も顕在化しています。このような背景から、カスタマーサポート業務は年々複雑化しています。.

TIS has previously utilized the CTI platform “CT-e1/SaaS” provided by Comdesign Inc. to provide services that support call center operational improvement, productivity enhancement, and customer experience enhancement. TIS’s AI-enabled chatbot creation service, “Dialog Play®,” also supports mashup solutions with “CT-e1/SaaS,” and by combining it with Agrex’s voice recognition engine, it enables flexible customer support via both voice and chat. Through these efforts, TIS has recently received an increasing number of inquiries regarding integration with Salesforce’s Agentforce Service and the implementation of AI solutions aimed at addressing labor shortages and improving customer service quality.

AGREXは、コンタクトセンターBPO（ビジネスプロセスアウトソーシング）分野での豊富な経験と、Salesforce関連の導入・運用実績、Salesforce認定者による専門的なサポート体制を誇ります。.

このような背景があります、 TIS そして アグレックス have begun offering “CT-e1/SaaS for Service Cloud Voice,” which is compatible with Agentforce Service and is adapted to Salesforce’s voice integration solution, Service Cloud Voice, as well as “AI Contact Center Services,” which can be integrated and streamlined using Amazon Connect. Building on their previous efforts, TIS and Agrex aim to realize a next-generation contact center through collaboration between AI and operators.

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