Genesys and Fujitsu have completed one of the largest cloud migrations in Japan’s financial sector, moving 2,500 agent seats to a unified experience orchestration platform.
By migrating to the Genesys Cloud platform, the financial giant has overhauled its customer engagement capabilities, reporting significant improvements in self-service completion and reduced wait times.
The deployment, which scales to over 2,500 seats, represents a landmark project for the Japanese financial industry. Fujitsu led the implementation, leveraging the composable nature of the Genesys Cloud platform to build custom reporting management and system integrations tailored to AEON’s specific business requirements.
Solving the Legacy Challenge
Prior to the migration, AEON Financial Service—which manages a diverse portfolio including banking, insurance, loans, and payment services like AEON Pay—faced mounting pressure from increasing inquiry volumes. The company’s legacy on-premises system struggled to manage the growing specialization of internal guidance points, leading to extended customer wait times.
The shift to a cloud-native environment was designed to modernize these operations and provide a foundation for future AI-driven service expansions.
Driving Measurable CX Results
Within the first six months of operation, the overhaul has delivered tangible efficiency gains:
Higher self-service completion rates
By expanding self-service options within the IVR (Interactive Voice Response) system, the self-completion rate for the menu option that allows customers to report payments after a failed withdrawal improved by 21 percentage points compared to the previous system, helping reduce customer wait times.
Automated SMS support
By implementing a mechanism that automatically sends an SMS in response to IVR inquiries, simple questions can now be resolved through self-service. This allows operators to concentrate on more complex tasks.
Rapid feature enhancements and flexible operations
The use of a cloud service with the requirement of a low-code functionality enables the speedy deployment of new services and quick changes to the IVR structure. Furthermore, future efforts to bring development in-house will allow for even faster response times.
The Road Ahead: AI Concierge and Group Expansion
The transformation is set to continue with the introduction of an “AI Concierge” voice bot. This tool will utilize speech recognition to replace traditional keypad inputs with natural spoken dialogue. Furthermore, AEON is exploring the expansion of the Genesys Cloud solution to other contact centers across the broader AEON Group.
Paul Ito Ricci, President of Genesys Japan, commented:
“AEON Financial Service is demonstrating how modern experience orchestration can transform customer engagement at scale in a short period. By moving its contact center platform to the cloud, the company has been able to internalize system development and significantly accelerate the speed at which it can deliver more convenient services to address customers’ needs. . We are committed to supporting AEON Financial Service through Genesys Cloud as they utilize AI to deliver innovative, personalized and empathic customer experiences and seamless support for each individual at scale.”
Masaru Yagi, Executive Vice President, Fujitsu Limited, added:
“We are pleased to announce the successful introduction of Genesys Cloud to enhance the contact center operations for AEON Financial Service. This initiative addresses the crucial and growing need for contact center transformation in recent years. We are confident that this project meaningfully contributes to establishing an operator-first environment where high-quality customer experience can be delivered without added burden. Fujitsu will continue to support the implementation and operation of Genesys Cloud as a solution vendor, leveraging AI and other technologies to support AEON Financial Group and many other companies.”