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

TechMatrix Corporation (Headquarters: Minato-ku, Tokyo; President and CEO: Takaharu Yai; hereinafter 'TechMatrix') and Unified Communications Corporation (Headquarters: Minato-ku, Tokyo; Representative Director: Yasunori Ota; hereinafter 'Unified Communications') are pleased to announce the integration of TechMatrix's contact center CRM system 'FastHelp' with Unified Communications' newly developed and released CTI client solution 'UC Client-M'.

Through this integration, customers using 'FastHelp' can now 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 pop-up) and one-click outbound calling directly from the 'FastHelp' interface (click-to-call). This enables operators to respond more smoothly and accurately, significantly contributing to improved operational efficiency and enhanced customer satisfaction.

1. Background

As corporate customer service channels diversify, human-assisted 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 improving operator efficiency and enhancing customer experience.

2. 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 Pop-up

When an external call is received, the caller information from 'UC Client-M' is displayed as a pop-up on the operator's 'FastHelp' screen. If the incoming number is already registered, the caller's customer information is automatically displayed simultaneously with the incoming call, allowing operators to instantly recognize the customer and begin the interaction. This reduces customer wait times and contributes to higher first-contact resolution rates.

Caller ID Pop-up

(2) Click-to-Call

Operators can initiate a call simply by clicking on a customer's phone number displayed on the 'FastHelp' screen, enabling smooth outbound calling via 'UC Client-M'. This eliminates the need for manual dialing, reducing the risk of misdialing and improving calling efficiency while reducing operator workload.

3. Future Developments

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 continue close collaboration to support their customers' business growth.

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About TechMatrix Corporation

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

About FastSeries

FastSeries is a contact center-focused solution that optimizes operations with generative AI, creating more time for meaningful customer engagement.

FastSeries encompasses a suite of products including the contact center CRM system 'FastHelp' and FAQ knowledge system 'FastAnswer,' which consolidate operational know-how from top Japanese enterprises. It also includes digital communication tools such as Visual IVR 'FastNavigation,' Voice Bot 'FastVoice,' Chat Bot 'FastBot,' and Live Chat System 'FastText.' Additionally, it features specialized solutions such as the pharmaceutical industry-focused CRM 'FastHelp Pe,' citizen feedback system 'FastHelp Ce,' and pharmaceutical company knowledge system 'FastAnswer Pe.'

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/