Nomura Research Institute Adopts BIZTEL Contact Center System
Link Inc.'s 'BIZTEL' has been adopted by Nomura Research Institute (NRI). Through AI-integrated automation, NRI successfully reduced post-call processing time to nearly zero, significantly improving operational efficiency.
📋 Article Processing Timeline
- 📰 Published: May 25, 2026 at 22:00
- 🔍 Collected: May 25, 2026 at 13:31
- 🤖 AI Analyzed: May 25, 2026 at 13:58 (26 min after Collected)
Link Inc., provider of the cloud-based CTI/contact center system 'BIZTEL'—ranked No. 1 in Japan for nine consecutive years—has announced its adoption by Nomura Research Institute (NRI).
BIZTEL is a cloud-based system capable of supporting operations ranging from a single workstation to hundreds of users, used by over 2,000 companies. It features generative AI-powered call summarization, automated harassment detection, and voice bot integration.
NRI initiated a review of its contact center systems alongside the expiration of its legacy system maintenance. The company required high availability to ensure 24/7 stable operation and high-level security. Furthermore, improving productivity amid labor shortages and reducing the administrative burden after customer interactions were critical challenges.
After evaluating approximately 180 criteria, BIZTEL met NRI's requirements and was selected. By integrating BIZTEL with NRI's proprietary 'Senju Service Manager' tool and AI, the company automated everything from call transcription and summarization to updating response histories. As a result, post-call processing that previously took 15 minutes for a 5-minute call was reduced to 'almost zero,' achieving significant labor savings and improved service quality.
BIZTEL is a cloud-based system capable of supporting operations ranging from a single workstation to hundreds of users, used by over 2,000 companies. It features generative AI-powered call summarization, automated harassment detection, and voice bot integration.
NRI initiated a review of its contact center systems alongside the expiration of its legacy system maintenance. The company required high availability to ensure 24/7 stable operation and high-level security. Furthermore, improving productivity amid labor shortages and reducing the administrative burden after customer interactions were critical challenges.
After evaluating approximately 180 criteria, BIZTEL met NRI's requirements and was selected. By integrating BIZTEL with NRI's proprietary 'Senju Service Manager' tool and AI, the company automated everything from call transcription and summarization to updating response histories. As a result, post-call processing that previously took 15 minutes for a 5-minute call was reduced to 'almost zero,' achieving significant labor savings and improved service quality.
FAQ
株式会社野村総合研究所（NRI）が採用したコールセンターシステムは何ですか？
株式会社リンクが提供するクラウド型コールセンターシステム「BIZTEL（ビズテル）」を採用しました。
NRIがコールセンターシステムをクラウド化した主な目的は何ですか？
既存システムの保守期限を機に、将来を見据えたクラウド化を検討しました。また、人手不足の中での業務拡大に向け、徹底した生産性向上と、応対後の事務作業負担の軽減、AI活用による自動化が大きな課題となっていました。
BIZTEL導入による具体的な効果は何ですか？
自社開発のサービスデスクツールと連携することで、通話のテキスト化、要約、対応履歴への書き込みをすべて自動化しました。これにより、通話の後処理時間が「ほぼゼロ」になるなど、大幅な工数削減と業務効率化を実現しました。
BIZTELの強みは何ですか？
1席の手軽な運用から数百席の大規模利用まで対応できるクラウド型システムで、高い通話品質、安定したシステム、強固なセキュリティを誇ります。生成AIによる通話要約、カスハラ自動判定、ボイスボット連携など多彩な機能を提供しています。
BIZTELの市場シェアはどうなっていますか？
『マーテック市場の現状と展望2025年度版 クラウド型CRM市場編（第9版）』において、クラウド型コールセンターシステムとして9年連続シェア第1位を獲得しています。