Fujitsu Upgrades Large-Scale Contact Center System for FMV Series of Consumer PCs

Tokyo, June 06, 2014

Fujitsu today announced that it has upgraded the contact center system for its FMV Series of consumer PCs and has commenced operations⁽¹⁾.

Fujitsu developed this large-scale contact center system to respond to customers in the most suitable way possible through social networking sites (SNS) and other routes, and in line with the behavior patterns of customers who are increasingly taking a multi-channel approach. The center integrates an on-premises operations system newly developed by Fujitsu together with the cloud services from salesforce.com, linking together SNS and customer data. In addition, in using cloud services, customer data encryption and dedicated lines connecting Fujitsu's on-premises system to salesforce.com's datacenter, the upgraded contact center achieves both security and quick response times.

Through the new contact center system, Fujitsu works to offer solutions to customers' PC concerns or troubles so that they can get the most out of their PCs, and as their partner, supports customer lifestyles in which computers are an integral part.

Fujitsu plans to apply the expertise it has gained in building and operating large-scale systems for contact centers with over 1,000 seats in order to build similar systems for the contact centers of customers.

Features of the New Call Center System

1. Enhancing new ways to connect with customers through social networks

Up until now, quality assurance services using SNS were handled with a separate system. Now, however, by developing this system, Fujitsu aims to provide high-quality support and services that fit the circumstances of individual customers. This is made possible by securely and seamlessly linking SNS and customer data, and by being able to respond to customer tweets and queries about FMV PCs with solutions that fit individual customer scenarios in line with a customer database.

2. Encryption of customer data enables secure operations

The personal data of customers and the content of their inquiries are all internally encrypted by Fujitsu for storage and management, so a high level of security can be maintained to ensure safe and secure operations.

3. Dedicated line connection improves security and accelerates response times

The contact center's operational system is connected to salesforce.com's datacenter by a highly secure dedicated line, thereby preventing eavesdropping and data tampering to maintain a high level of security. At the same time, because the line connection is not affected by Internet traffic loads, it enables faster response times, an important consideration when responding to customer enquiries.