Tuesday, February 10, 2026
Genesys and Fujitsu Limited have successfully modernized the contact center operations of AEON Financial Service Co., Ltd. by deploying Genesys Cloud, an integrated experience orchestration platform. Through this transformation, the companies aimed to strengthen self-service capabilities, shorten customer wait times, and accelerate service delivery through cloud-based technology.
From the outset, Fujitsu led the implementation and customized the system to align with AEON Financial Service’s operational requirements. This included developing tailored analytics, integrating legacy systems, and configuring workflows to support more than 2,500 agents. As a result, this rollout now stands among the largest cloud-based contact center deployments within Japan’s financial services industry. Moving forward, Fujitsu will continue to oversee ongoing system management, maintenance, and operational support.
Beyond infrastructure upgrades, AEON Financial Service is preparing to introduce an AI-powered voice concierge based on advanced speech recognition. Instead of relying on keypad menus, customers will soon interact with the system using natural conversation, making service navigation more intuitive and inclusive. Consequently, this upgrade is expected to improve accessibility, reduce call handling time, and increase successful task completion rates.
In addition, AEON Financial Service is actively assessing the potential expansion of Genesys Cloud across other contact centers within the broader AEON Group. This signals a long-term commitment to cloud-based customer engagement and AI-driven service innovation.
Moreover, the modernization effort has delivered internal benefits as well. By migrating to the cloud, AEON Financial Service has gained greater flexibility to develop new capabilities, launch updates faster, and scale operations efficiently. At the same time, AI-powered tools are enabling more personalized and responsive customer interactions.
Paul Ito Ricci, President of Genesys Japan, highlighted that cloud adoption has empowered AEON Financial Service to accelerate innovation while leveraging AI to enhance engagement at scale. Meanwhile, Masaru Yagi, Executive Vice President of Fujitsu, emphasized that the initiative prioritizes an operator-first approach — helping agents deliver high-quality service without increasing workload, while also advancing digital transformation across the organization.
Overall, the collaboration between Genesys and Fujitsu marks a significant shift in how AEON Financial Service manages customer experience. By combining cloud technology, AI automation, and intelligent analytics, the company is positioning itself for a more agile, customer-centric, and future-ready contact center model.
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