Visionary Engine Supports Brother Sales' "Next-Generation Contact Center Project" Strategy Formulation
Visionary Engine, in collaboration with NTT Marketing Act ProCX, has successfully supported Brother Sales in formulating and implementing a mid-term strategy for its next-generation contact center project, leveraging generative AI. This initiative aims to transform contact center operations and enhance customer experience.
📋 Article Processing Timeline
- 📰 Published: May 12, 2026 at 00:00
- 🔍 Collected: May 11, 2026 at 15:31
- 🤖 AI Analyzed: May 11, 2026 at 15:39 (7 min after Collected)
The evolution of generative AI is significantly changing the nature of corporate customer touchpoints. Particularly in the contact center domain, there is growing interest in new operational models where AI and humans collaborate.
Visionary Engine, Inc. (Headquarters: Minato-ku, Tokyo; Representative Director: Shin Oguri; hereinafter, Visionary Engine), in collaboration with NTT Marketing Act ProCX, Inc. (Headquarters: Miyakojima-ku, Osaka; Representative Director and President: Shinjiro Nagatoku; hereinafter, NTT Marketing Act ProCX), has been working since May 2024 as a partner for the formulation and implementation support of Brother Sales, Ltd.'s (Headquarters: Mizuho-ku, Nagoya; Representative Director and President: Koichi Yasui; hereinafter, Brother Sales) mid-term contact center strategy. This project (hereinafter, "this project") combines Brother Sales' mid-term contact center strategy with NTT Marketing Act ProCX's "Next-Generation Contact Center Concept" and has been engaged in reforming contact center operations through the introduction of generative AI.
We are pleased to announce that certain results have been achieved in this project. Please refer here for details on the project content and achievements.
Background: Transformation of Contact Centers in the Generative AI Era
Brother Sales, under the spirit of "At your side.", is responsible for the Brother Group's domestic marketing, reflecting customer feedback in products and services through meticulous marketing activities and customer support.
However, against the backdrop of difficulties in securing personnel due to a declining working population, rising labor costs, customer digital shift, and technological advancements, there was a need to formulate a sustainable contact center vision (mid-term contact center strategy) that contributes to the Brother Group's mid-term strategy.
Therefore, NTT Marketing Act ProCX, a long-standing business partner and proponent of the "Next-Generation Contact Center Concept" utilizing generative AI, began strategy formulation and implementation support in May 2024.
In this project, the introduction of generative AI is positioned not merely as operational efficiency but as a mid-term strategy to review the role of contact centers and the nature of customer touchpoints. Visionary Engine was responsible for designing the contact center strategy with the generative AI era in mind, supporting everything from organizing the future vision to identifying AI application areas and formulating an implementation roadmap.
Project Overview
This project is a collaborative effort between Brother Sales and NTT Marketing Act ProCX to progressively advance contact centers using generative AI. The project is proceeding in the following phases, and our company participated in Phase 1.
Visionary Engine's Role: Contact Center Strategy Design Premised on Generative AI Introduction
Visionary Engine, with its vision to "Design with AI, Transform the Future of Business," was responsible for the following areas in this project:
- Designing contact center strategy premised on generative AI
- Defining the future vision of contact centers
- Organizing AI application use cases
- Verifying return on investment
- Formulating an AI implementation roadmap
We support strategic design that connects corporate AI utilization not just to operational efficiency but to improving business value. Moving forward, interest in generative AI-powered contact centers is expected to grow further, accelerating the advancement of customer experience and business transformation.
Visionary Engine will continue to support corporate business transformation through AI utilization by designing AI applications based on business strategy, enhancing customer touchpoints, and designing operations where AI and humans collaborate.
Visionary Engine, Inc.
Visionary Engine, Inc. is a specialized 0→1 firm that supports new business creation and AI product development. Active professionals at the forefront of operating companies and specialists in various fields provide end-to-end support from concept, planning, development, verification, to PR, leveraging advanced technologies such as generative AI and AI agents, and the power of service design. They offer practical support such as launching new services using generative AI, transforming customer experiences, workshops/training, and award challenge support. Additionally, through the operation of the General Incorporated Association AICX, they promote the social implementation of AI agents and the creation of new customer experiences.
Company Name: Visionary Engine, Inc.
Location: Daiya Building 2F, 2-2-15 Hamamatsucho, Minato-ku, Tokyo
Established: November 2021
Representative: Shin Oguri
URL: https://visionary-engine.com/
Business Activities: New business launch support, generative AI and AI product development, award entry support
Keywords:
Visionary Engine, Inc. (Headquarters: Minato-ku, Tokyo; Representative Director: Shin Oguri; hereinafter, Visionary Engine), in collaboration with NTT Marketing Act ProCX, Inc. (Headquarters: Miyakojima-ku, Osaka; Representative Director and President: Shinjiro Nagatoku; hereinafter, NTT Marketing Act ProCX), has been working since May 2024 as a partner for the formulation and implementation support of Brother Sales, Ltd.'s (Headquarters: Mizuho-ku, Nagoya; Representative Director and President: Koichi Yasui; hereinafter, Brother Sales) mid-term contact center strategy. This project (hereinafter, "this project") combines Brother Sales' mid-term contact center strategy with NTT Marketing Act ProCX's "Next-Generation Contact Center Concept" and has been engaged in reforming contact center operations through the introduction of generative AI.
We are pleased to announce that certain results have been achieved in this project. Please refer here for details on the project content and achievements.
Background: Transformation of Contact Centers in the Generative AI Era
Brother Sales, under the spirit of "At your side.", is responsible for the Brother Group's domestic marketing, reflecting customer feedback in products and services through meticulous marketing activities and customer support.
However, against the backdrop of difficulties in securing personnel due to a declining working population, rising labor costs, customer digital shift, and technological advancements, there was a need to formulate a sustainable contact center vision (mid-term contact center strategy) that contributes to the Brother Group's mid-term strategy.
Therefore, NTT Marketing Act ProCX, a long-standing business partner and proponent of the "Next-Generation Contact Center Concept" utilizing generative AI, began strategy formulation and implementation support in May 2024.
In this project, the introduction of generative AI is positioned not merely as operational efficiency but as a mid-term strategy to review the role of contact centers and the nature of customer touchpoints. Visionary Engine was responsible for designing the contact center strategy with the generative AI era in mind, supporting everything from organizing the future vision to identifying AI application areas and formulating an implementation roadmap.
Project Overview
This project is a collaborative effort between Brother Sales and NTT Marketing Act ProCX to progressively advance contact centers using generative AI. The project is proceeding in the following phases, and our company participated in Phase 1.
Visionary Engine's Role: Contact Center Strategy Design Premised on Generative AI Introduction
Visionary Engine, with its vision to "Design with AI, Transform the Future of Business," was responsible for the following areas in this project:
- Designing contact center strategy premised on generative AI
- Defining the future vision of contact centers
- Organizing AI application use cases
- Verifying return on investment
- Formulating an AI implementation roadmap
We support strategic design that connects corporate AI utilization not just to operational efficiency but to improving business value. Moving forward, interest in generative AI-powered contact centers is expected to grow further, accelerating the advancement of customer experience and business transformation.
Visionary Engine will continue to support corporate business transformation through AI utilization by designing AI applications based on business strategy, enhancing customer touchpoints, and designing operations where AI and humans collaborate.
Visionary Engine, Inc.
Visionary Engine, Inc. is a specialized 0→1 firm that supports new business creation and AI product development. Active professionals at the forefront of operating companies and specialists in various fields provide end-to-end support from concept, planning, development, verification, to PR, leveraging advanced technologies such as generative AI and AI agents, and the power of service design. They offer practical support such as launching new services using generative AI, transforming customer experiences, workshops/training, and award challenge support. Additionally, through the operation of the General Incorporated Association AICX, they promote the social implementation of AI agents and the creation of new customer experiences.
Company Name: Visionary Engine, Inc.
Location: Daiya Building 2F, 2-2-15 Hamamatsucho, Minato-ku, Tokyo
Established: November 2021
Representative: Shin Oguri
URL: https://visionary-engine.com/
Business Activities: New business launch support, generative AI and AI product development, award entry support
Keywords: