Funai Research Institute: NTT Docomo CS Acquires COPC Certification, a Global Customer Experience Management Standard
Funai Research Institute announced that NTT Docomo CS's contact centers obtained certification for the international customer experience management standard, COPC® CX Standard, in March 2026. The certification recognized improvements like reduced customer response times through AI utilization and the design of a proprietary Workforce Management (WFM) tool.
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- 📰 Published: April 30, 2026 at 22:00
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Funai Research Institute Co., Ltd. (Headquarters: Chuo-ku, Tokyo; President and Representative Director: Daisuke Shingai; hereinafter, Funai Research Institute), a management consulting firm with specialist consultants for small and medium-sized enterprises, announces that in March 2026, the contact centers (Tokyo, Aichi Prefecture) of NTT Docomo CS Corporation (Headquarters: Minato-ku, Tokyo; President and Representative Director: Hozumi Tamura; hereinafter, Docomo CS) acquired certification for the international standard for customer experience management, "COPC® CX Standard for Contact Centers Release 7.1 Version 1.0" (hereinafter, COPC® CX Standard).
The COPC® CX Standard is an international standard for companies that provide excellent customer experience (CX), with defined operational processes and benchmarks. This certification is awarded to organizations that consistently achieve high results in service speed, customer response quality, operational efficiency, and customer satisfaction, based on operational audits and performance data evaluations.
Docomo CS's contact centers operate around three main programs: handling smartphone malfunctions, optical fiber line malfunctions, and inquiries regarding radio wave conditions.
For this certification, in addition to improving response quality, thorough efficiency and customer-centric improvement activities were evaluated, such as reducing customer response time through AI utilization and designing a unique Workforce Management (WFM) tool that enables real-time management. These advanced center operations and efforts to improve CX (Customer Experience) were recognized as meeting the requirements of the international standard COPC® CX Standard, leading to the certification.
## Certification Standard and Details
- Standard Name: COPC® CX Standard for Contact Centers Release 7.1 Version 1.0
- Certified Company: NTT Docomo CS Corporation
- Location: Tokyo, Aichi Prefecture
- Certified Scope: Contact Center
- Certification Month: March 2026
- Certifying Body: COPC Inc. (COPC U.S.)
(*Note 1) The organization that conducts COPC® Standard audits in Japan is the Proceed Business Division of Funai Research Institute Enterprise Support Headquarters. The Proceed Business Division provides comprehensive services, from customer service business strategy to improving the actual response quality by operators, using global standards such as COPC, KCS, and ICXI.
### COPC Related Services
- https://proseed.co.jp/service/copc/about/
- https://proseed.co.jp/service/copc/certification/
*COPC: International standard for contact center management (U.S.: COPC Inc.)
*KCS: Knowledge Management Standard (U.S.: Service Innovation Forum)
*ICXI: Organizational capability standard for CX promotion offices/customer consultation offices (UK: International Customer Experience Association)
(*Note 2) The COPC® Standard was created in 1996 in the United States by companies that operate and outsource call center operations (such as Microsoft, Dell, and American Express), with the aim of improving operational quality and customer satisfaction. Based on the concept of the U.S. National Quality Award (Malcolm Baldrige Award = MB Award), the COPC® Standard was born as a performance improvement model for call center operations. In addition, COPC Inc. (Headquarters: Florida, USA) was established for the operation and maintenance of this standard. COPC® is a registered trademark of COPC Inc. (Headquarters: Florida, USA).
## About Funai Research Institute
As Japan's largest management consulting firm with specialist consultants for small and medium-sized enterprises, we employ a unique support style that involves "monthly support" and "management study groups" as two wheels, categorized by industry and theme. In addition, through support categories such as "Growth Execution Support," "Recruitment and Human Capital Management Support," "Corporate Value Improvement Support," and "DX (Digital Transformation) Support," we aim to create many sustainable growth companies with high social value. Our practical consulting activities, which are closely integrated with our clients' sites and are attentive to the needs of business owners, have received high evaluations from business owners in various industries.
### Funai Research Institute Official Website
https://www.funaisoken.co.jp/
### Contact for this matter
Funai Research Institute Co., Ltd.
Corporate Communications Office, Public Relations, Contact Person / Kuninobe
TEL. 0120-958-270 (9:45-17:30)
Mail. press@funaisoken.co.jp
The COPC® CX Standard is an international standard for companies that provide excellent customer experience (CX), with defined operational processes and benchmarks. This certification is awarded to organizations that consistently achieve high results in service speed, customer response quality, operational efficiency, and customer satisfaction, based on operational audits and performance data evaluations.
Docomo CS's contact centers operate around three main programs: handling smartphone malfunctions, optical fiber line malfunctions, and inquiries regarding radio wave conditions.
For this certification, in addition to improving response quality, thorough efficiency and customer-centric improvement activities were evaluated, such as reducing customer response time through AI utilization and designing a unique Workforce Management (WFM) tool that enables real-time management. These advanced center operations and efforts to improve CX (Customer Experience) were recognized as meeting the requirements of the international standard COPC® CX Standard, leading to the certification.
## Certification Standard and Details
- Standard Name: COPC® CX Standard for Contact Centers Release 7.1 Version 1.0
- Certified Company: NTT Docomo CS Corporation
- Location: Tokyo, Aichi Prefecture
- Certified Scope: Contact Center
- Certification Month: March 2026
- Certifying Body: COPC Inc. (COPC U.S.)
(*Note 1) The organization that conducts COPC® Standard audits in Japan is the Proceed Business Division of Funai Research Institute Enterprise Support Headquarters. The Proceed Business Division provides comprehensive services, from customer service business strategy to improving the actual response quality by operators, using global standards such as COPC, KCS, and ICXI.
### COPC Related Services
- https://proseed.co.jp/service/copc/about/
- https://proseed.co.jp/service/copc/certification/
*COPC: International standard for contact center management (U.S.: COPC Inc.)
*KCS: Knowledge Management Standard (U.S.: Service Innovation Forum)
*ICXI: Organizational capability standard for CX promotion offices/customer consultation offices (UK: International Customer Experience Association)
(*Note 2) The COPC® Standard was created in 1996 in the United States by companies that operate and outsource call center operations (such as Microsoft, Dell, and American Express), with the aim of improving operational quality and customer satisfaction. Based on the concept of the U.S. National Quality Award (Malcolm Baldrige Award = MB Award), the COPC® Standard was born as a performance improvement model for call center operations. In addition, COPC Inc. (Headquarters: Florida, USA) was established for the operation and maintenance of this standard. COPC® is a registered trademark of COPC Inc. (Headquarters: Florida, USA).
## About Funai Research Institute
As Japan's largest management consulting firm with specialist consultants for small and medium-sized enterprises, we employ a unique support style that involves "monthly support" and "management study groups" as two wheels, categorized by industry and theme. In addition, through support categories such as "Growth Execution Support," "Recruitment and Human Capital Management Support," "Corporate Value Improvement Support," and "DX (Digital Transformation) Support," we aim to create many sustainable growth companies with high social value. Our practical consulting activities, which are closely integrated with our clients' sites and are attentive to the needs of business owners, have received high evaluations from business owners in various industries.
### Funai Research Institute Official Website
https://www.funaisoken.co.jp/
### Contact for this matter
Funai Research Institute Co., Ltd.
Corporate Communications Office, Public Relations, Contact Person / Kuninobe
TEL. 0120-958-270 (9:45-17:30)
Mail. press@funaisoken.co.jp