Techmatrix and Unified Communications Launch Integration Between CRM System 'FastHelp' and New CTI Client Solution 'UC Client-M'

Unified Communications Co., Ltd. (Headquarters: Minato-ku, Tokyo; Representative Director: Yasunori Ohta; hereinafter 'Unified Communications') and Techmatrix Corporation (Headquarters: Minato-ku, Tokyo; President and CEO: Takaharu Yai; hereinafter 'Techmatrix') announce the launch of integration between FastHelp, Techmatrix's contact center CRM system, and UC Client-M, a new CTI client solution developed and released by Unified Communications.

With this integration, customers using FastHelp can combine it with Unified Communications' SIP solutions 'UC Server-P' and 'UC Client-M' to enable immediate display of customer information upon incoming calls (caller ID popup) and one-click outbound calling from the FastHelp interface (click-to-call). This allows operators to respond more smoothly and accurately, significantly contributing to improved operational efficiency and enhanced customer satisfaction.

Background

As customer service channels diversify, human-supported voice communication via telephone continues to play a central role in handling complex inquiries and high-value support. At the same time, the contact center industry faces challenges such as labor shortages and increasing workloads, making it urgent to improve operator productivity and maintain service quality. In this context, seamless integration between CTI (Computer Telephony Integration) systems, which manage call control and customer data linkage, and CRM (Customer Relationship Management) systems has become increasingly critical for enhancing operator efficiency and customer experience.

Integration of 'FastHelp' and 'UC Client-M'

The integration of FastHelp and UC Client-M delivers the following features to strongly support operator workflows:

(1) Caller ID Popup When an external call comes in, UC Client-M displays the incoming call information as a popup on the operator's FastHelp screen. If the caller's phone number is already registered, the customer's information is automatically displayed simultaneously with the incoming call, allowing operators to instantly identify the caller and begin the interaction. This reduces customer wait times and contributes to higher first-contact resolution rates.

(2) Click-to-Call Operators can initiate a call simply by clicking on a customer's phone number displayed within the FastHelp interface, using UC Client-M for seamless dialing. Eliminating manual dialing reduces the risk of misdialing and improves efficiency while reducing operator workload.

Future Outlook

Techmatrix and Unified Communications will continue to promote deeper customer understanding and data utilization through CTI-CRM integration, contributing to improved contact center productivity and customer satisfaction. The two companies will maintain close collaboration to support their customers' business growth.

About FastSeries FastSeries is a contact center-specific solution that leverages generative AI to optimize operations and create more time for meaningful customer engagement.

FastSeries encompasses a suite of products including FastHelp, a contact center CRM system aggregating operational know-how from leading Japanese enterprises; FastAnswer, an FAQ knowledge system; digital communication tools such as FastNavigation (visual IVR), FastVoice (voice bot), FastBot (chatbot), and FastText (live chat system); and specialized solutions such as FastHelp Pe (CRM for pharmaceutical consultation rooms), FastHelp Ce (citizen feedback and public listening system), and FastAnswer Pe (knowledge system for pharmaceutical companies).

By combining generative AI-driven operational optimization with advanced customer support capabilities across its product suite, FastSeries enables operators to focus entirely on customer conversations. It is a next-generation solution that simultaneously enhances customer experience (CX) and operational efficiency.

FastSeries: https://fastseries.jp/

FastHelp: https://fastseries.jp/product/crm/fasthelp

About 'UC Client-M'

UC Client-M is a CTI client solution independently developed by Unified Communications.

Using UC Client-M, operators can perform call handling tasks—such as answering, dialing, holding, and transferring calls—via a web browser interface instead of using an IP phone device.

Unified Communications' SIP solution, UC Server-P, includes SIP gateway functionality, IP-PBX functionality, call center functionality, and the newly added Web Call Manager function as a CTI link. UC Client-M serves as an optional feature of UC Server-P.

Beyond contact centers, UC Client-M can also be used in general enterprises through integration with IP-PBX functionality.

UC Client-M: https://www.unified.co.jp/home/products/uc-client-m/

UC Server-P: https://www.unified.co.jp/home/products/uc-server-p/

Company Overview: Techmatrix Corporation

Techmatrix (Tokyo Stock Exchange Prime: 3762) operates three core businesses: 'Information Infrastructure,' providing one-stop IT infrastructure and lifecycle services tailored to customer needs; 'Application & Services,' delivering applications embedded with accumulated operational expertise to solve customer challenges; and 'Medical Systems,' building healthcare information infrastructure under the theme 'Putting medical information in everyone's hands—and into the future' to support a healthy society. In the contact center domain, Techmatrix offers FastSeries, a CRM and FAQ knowledge system with one of the largest installation bases in Japan. https://www.techmatrix.co.jp/index.html

Company Overview: Unified Communications Co., Ltd.

Since its founding in 1997, Unified Communications Co., Ltd. has broadly engaged in product development and sales, third-party product integration, technical services, and collaborations with domestic and international manufacturers, primarily in the telecommunications and contact center fields.