01/14/2026
Japanese Telecommunications Company Accelerates Cloud Transformation, AI Utilisation, and Advanced Customer Experience Capabilities
Genesys Cloud Services Co., Ltd. (Head office: Minato-ku, Tokyo; President: Paul Ito Ricci; hereinafter “Genesys Japan”), a global cloud leader in AI-Powered Experience Orchestration, announced that KDDI Corporation (Headquarters: Minato-ku, Tokyo; President and CEO: Hiromichi Matsuda, hereinafter “KDDI”) is in the process of deploying Genesys Cloud™ as its experience orchestration platform. The implementation will encompass KDDI’s customer inquiry centres for both individual and corporate users and marks a large-scale transformation initiative to move approximately 9,000 contact centre seats to the cloud through a phased approach.
It is transitioning from its long-standing on-premises contact centre platform to Genesys Cloud™. Moving to the cloud will enable KDDI to reduce hardware maintenance and replacement workloads, improve operational efficiency, and accelerate the rollout of new features. This transition also lays the groundwork for KDDI to build a flexible platform that can power future AI-driven enhancements and elevate the company’s customer experience (CX) transformation.
Background and Objectives
KDDI made the advancement of CX a strategic priority, focusing on AI-driven agent assistance, improved service quality, and the development of a more advanced analytics foundation. To accelerate these initiatives, the company determined that the implementation of a cloud-based platform was essential and selected Genesys Cloud to power its transformation.
Key Reasons for Selecting Genesys Cloud
Genesys Cloud is highly regarded for its flexible system design and strong track record with large-scale deployments—capabilities essential for migrating one of Japan’s largest contact centres with approximately 9,000 seats
The platform’s multi-region setup enables robust redundancy and supports KDDI’s business continuity requirements by helping ensure consistently high availability.
As KDDI accelerates its internal development efforts, including AI initiatives, Genesys Cloud’s extensive APIs and ecosystem provide a strong foundation for custom development and future scalability.
The ability to transition while leveraging existing telephone lines—with fewer operational restrictions—was another key factor, enabling a smoother and more adaptable migration process.
Future AI Utilisation Plans
Following the deployment of Genesys Cloud, KDDI plans to advance its AI initiatives in phases, including:
KDDI will enhance agent support by using AI to summarise and automatically generate interaction logs and provide real-time guidance, particularly for inquiries involving complex or highly technical terminology.
These capabilities will provide KDDI supervisors with a smarter, more efficient way to monitor performance, streamline operations, gain clarity from conversations, and act on key insights.
By advancing automated response capabilities, KDDI aims to increase operational efficiency and elevate customer experience.
AI analysis of interaction histories and other data will support more sophisticated, data-driven decision-making across contact centre operations.
In addition, KDDI intends to leverage the assets and expertise gained through this project not only to advance its own contact centre operations, but also to offer these capabilities externally and expand them into a new commercial services business.
“KDDI is undertaking a major initiative to modernise its large-scale contact centre infrastructure with the goal of maximising customer experience value and driving business growth,” said Kentaro Omura, Deputy General Manager, Information Systems Division, Core Technology Division at KDDI Corporation. “Through the deployment of Genesys Cloud, we aim not only to enhance service quality and customer satisfaction, but also to elevate the work of our communicators and accelerate service delivery through in-house development—strengthening the competitiveness of our entire operation. Together with Genesys, we will continue striving to create new value for our customers and for society.
“KDDI’s cloud transformation marks a pivotal step forward in redefining how large enterprises in Japan deliver customer and employee experiences,” said Paul Ito Ricci, President and CEO, Genesys Cloud Services, Inc. “By implementing Genesys Cloud, KDDI is building a future-ready foundation for AI-powered experience orchestration that enables the company to unify data, automate journeys, and empower its workforce. We are proud to support KDDI as it modernises one of Japan’s largest contact centre environments, helping the company drive innovation, elevate service quality, and create more meaningful customer engagement in the experience economy.”
About Genesys
Genesys® empowers more than 8,000 organisations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organisations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit https://www.genesys.com/ja-jp.
© 2026 Genesys. All rights reserved. Genesys, the Genesys logo, Genesys Cloud, Genesys Cloud CX, GCXNow, Experience as a Service, Radarr and AppFoundry are trademarks, service marks and/or registered trademarks of Genesys. All other company names and logos may be registered trademarks or trademarks of their respective companies.
Media Contacts
Manali Pattnaik
Director APAC Communications, Genesys
+65-83217924
