{"id":611862,"date":"2026-01-19T19:55:20","date_gmt":"2026-01-20T03:55:20","guid":{"rendered":"https:\/\/www.genesys.com\/?post_type=announcements&#038;p=611862"},"modified":"2026-01-19T20:59:31","modified_gmt":"2026-01-20T04:59:31","slug":"kddi-set-to-deploy-genesys-cloud-to-power-its-approximately-9000-seat-contact-center","status":"publish","type":"announcements","link":"https:\/\/www.genesys.com\/en-sg\/company\/newsroom\/announcements\/kddi-set-to-deploy-genesys-cloud-to-power-its-approximately-9000-seat-contact-center","title":{"rendered":"KDDI Set to Deploy Genesys Cloud to Power Its Approximately 9000 Seat Contact Centre"},"content":{"rendered":"","protected":false},"excerpt":{"rendered":"","protected":false},"author":728,"featured_media":0,"template":"","class_list":["post-611862","announcements","type-announcements","status-publish","hentry"],"acf":{"meta_title":"","meta_description":"KDDI Set to Deploy Genesys Cloud to Power Its Approximately 9000 Seat Contact Centre. Read the release","no_index":false,"no_follow":false,"meta_twitter_title":"","meta_twitter_description":"","meta_facebook_title":"","meta_facebook_description":"","custom_canonical_url":"","news_date":"01\/14\/2026","utm_pass":false,"disable_chat":false,"asset_expiration":"","enable_external_utm":false,"enable_global_intellimize":true,"enable_intellimize_api":false,"enable_anti_flicker":false,"enable_ab_test":false,"pr_template":"basic","pr_breadcrumbs":"default","pr_heading":"KDDI Set to Deploy Genesys Cloud to Power Its Approximately 9000 Seat Contact Centre","pr_subheading":"<p><strong>Japanese Telecommunications Company Accelerates Cloud Transformation, AI Utilisation, and Advanced Customer Experience Capabilities<\/strong><\/p>\n<p style=\"text-align: justify;\">Genesys Cloud Services Co., Ltd. (Head office: Minato-ku, Tokyo; President: Paul Ito Ricci; hereinafter &#8220;Genesys Japan&#8221;), a global cloud leader in AI-Powered Experience Orchestration, announced that KDDI Corporation (Headquarters: Minato-ku, Tokyo; President and CEO: Hiromichi Matsuda, hereinafter \u201cKDDI\u201d) is in the process of deploying Genesys Cloud\u2122 as its experience orchestration platform. The implementation will encompass KDDI\u2019s 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.<\/p>\n<p style=\"text-align: justify;\">It is transitioning from its long-standing on-premises contact centre platform to Genesys Cloud\u2122. 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\u2019s customer experience (CX) transformation.<\/p>\n<p style=\"text-align: justify;\"><strong>Background and Objectives <\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li>KDDI\u2019s previous on-premises environment had begun to face a number of operational challenges, including:<\/li>\n<li>Increasing workload associated with replacing aging hardware<\/li>\n<li>Difficulty securing engineers with expertise in the legacy system<\/li>\n<li>Heavy development and maintenance burdens<\/li>\n<li>Limited ability to allocate resources toward adopting new technologies<\/li>\n<\/ul>\n<p style=\"text-align: justify;\">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.<\/p>\n<p style=\"text-align: justify;\"><strong>Key Reasons for Selecting Genesys Cloud<\/strong><\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Proven scalability for large, complex environments<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">Genesys Cloud is highly regarded for its flexible system design and strong track record with large-scale deployments\u2014capabilities essential for migrating one of Japan\u2019s largest contact centres with approximately 9,000 seats<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>High availability through dual-region architecture (Tokyo and Osaka)<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">The platform\u2019s multi-region setup enables robust redundancy and supports KDDI\u2019s business continuity requirements by helping ensure consistently high availability.<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>API-driven extensibility that supports in-house innovation<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">As KDDI accelerates its internal development efforts, including AI initiatives, Genesys Cloud\u2019s extensive APIs and ecosystem provide a strong foundation for custom development and future scalability.<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Flexible migration with minimal constraints, including number portability<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">The ability to transition while leveraging existing telephone lines\u2014with fewer operational restrictions\u2014was another key factor, enabling a smoother and more adaptable migration process.<\/p>\n<p style=\"text-align: justify;\"><strong>Future AI Utilisation Plans<\/strong><\/p>\n<p style=\"text-align: justify;\">Following the deployment of Genesys Cloud, KDDI plans to advance its AI initiatives in phases, including:<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Introducing Genesys Agent Copilot<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">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.<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Enhancing management capabilities with Genesys Cloud Copilot and related tools <\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">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.<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Exploring customer-facing AI solutions<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">By advancing automated response capabilities, KDDI aims to increase operational efficiency and elevate customer experience.<\/p>\n<ul style=\"text-align: justify;\">\n<li><strong>Optimising contact centre operations through AI analytics<\/strong><\/li>\n<\/ul>\n<p style=\"text-align: justify;\">AI analysis of interaction histories and other data will support more sophisticated, data-driven decision-making across contact centre operations.<\/p>\n<p style=\"text-align: justify;\">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.<\/p>\n<p style=\"text-align: justify;\">\u201cKDDI 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,\u201d said Kentaro Omura, Deputy General Manager, Information Systems Division, Core Technology Division at KDDI Corporation. \u201cThrough 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\u2014strengthening the competitiveness of our entire operation. Together with Genesys, we will continue striving to create new value for our customers and for society.<\/p>\n<p style=\"text-align: justify;\">\u201cKDDI\u2019s cloud transformation marks a pivotal step forward in redefining how large enterprises in Japan deliver customer and employee experiences,\u201d said Paul Ito Ricci, President and CEO, Genesys Cloud Services, Inc. \u201cBy 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\u2019s largest contact centre environments, helping the company drive innovation, elevate service quality, and create more meaningful customer engagement in the experience economy.\u201d<\/p>\n<p style=\"text-align: justify;\"><strong>About Genesys <\/strong><\/p>\n<p style=\"text-align: justify;\">Genesys\u00ae empowers more than 8,000 organisations worldwide to create the best customer and employee experiences.\u00a0 With agentic AI at its core, Genesys Cloud\u2122 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 <a href=\"https:\/\/www.genesys.com\/ja-jp\">https:\/\/www.genesys.com\/ja-jp<\/a>.<\/p>\n<p style=\"text-align: justify;\">\u00a9 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.<\/p>\n<p style=\"text-align: justify;\"><strong>Media Contacts <\/strong><\/p>\n<p>Manali Pattnaik<\/p>\n<p>Director APAC Communications, Genesys<\/p>\n<p><a href=\"mailto:manali.pattnaik@genesys.com\">manali.pattnaik@genesys.com<\/a><\/p>\n<p>+65-83217924<\/p>\n<p style=\"text-align: justify;\">\n","pr_header_image":"default","pr_related_news":"auto","pr_promo_resource":"post","pr_promo_button_label":"","pr_promo_new_tab":false,"disable_next_steps":false,"display_desc":false,"next_steps_type":"default","title_align":"left","ns_title":"","ns_subtitle":"","resource_next_steps":""},"news_date":"2026-01-14","_links":{"self":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/611862","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements"}],"about":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/types\/announcements"}],"author":[{"embeddable":true,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/users\/728"}],"version-history":[{"count":3,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/611862\/revisions"}],"predecessor-version":[{"id":611870,"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/announcements\/611862\/revisions\/611870"}],"wp:attachment":[{"href":"https:\/\/www.genesys.com\/en-sg\/wp-json\/wp\/v2\/media?parent=611862"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}