Jabra Case Study

Jabra and Amazon collaborate with Fujitsu to improve call center performance

Japan’s number one IT service provider, Fujitsu are global IT superstars. With customers in 180 countries, they’re the 10th largest IT service provider in the world, With an operation that size, Fujitsu operate seven global contact centers, in multiple languages.

Recognizing the benefit of a technology partner with extensive audio technology experience, to ensure the highest possible levels of customer satisfaction and operational efficiency, Fujitsu chose Jabra headsets for their contact center employees.

Key Facts

Industry:
IT & Communications

Location:
Japan

Software:
Amazon Connect

Website:
www.fujitsu.com

Products:

Jabra Engage 50

The highest quality. In the most efficient way.

When you’re operating seven contact centers, delivering the highest quality customer service, in the most efficient way, is far from easy. Especially when those contact centers are spread across the globe and operate in multiple languages.

To deliver these big ambitions, Fujitsu set out to unify and migrate their global legacy contact center systems onto the Amazon Connect platform. As well as increasing operational efficiency, the move aimed to boost the quality of customer service Fujitsu can offer, taking advantage of next generation contact center capabilities, including improved analytics, sentiment analysis, machine learning and AI.

The solution

Jabra Engage 50

Three intelligent microphones
Superior noise cancellation, even in loud environments
Built-in hearing protection

Buy now Learn more

“Jabra headsets deliver superior call quality, enabling us to deliver better customer service and improved agent performance.”

Alex Sanchez, Fujitsu Distinguished Engineer, Head of Global Offering Technology and GDC Networks, Fujitsu

Voice recognition accuracy is critical

Amazon Connect Contact Lens, a real-time contact center analytics and quality management powered by machine learning, enables Fujitsu to transcribe customer conversations and analyze customer sentiment – crucial in delivering the highest possible customer satisfaction.

Accurate voice recognition is critical to this success, because it relies on accurate call transcription data. That’s where our headsets’ advanced noise cancellation and premium microphone technology, come in. Fujitsu uses the Jabra Engage 50. The intelligent microphones offer incredible voice pick up and background noise cancellation that significantly increases audio quality, and voice recognition accuracy, in turn maximizing the conversational analytics capabilities of Fujitsu’s partnership with Amazon Connect Contact Lens.

“Jabra headsets deliver enhanced audio quality, providing improved voice recognition and sentiment analysis with Amazon Connect Contact Lens, enabling us to deliver better customer service and increased operational efficiency.”

Alex Sanchez, Fujitsu Distinguished Engineer, Head of Global Offering Technology and GDC Networks, Fujitsu

Getting the job done

Unifying contact center infrastructure across seven disparate contact centers and migrating it all on to one system was a massive task.

“The three-way partnership between Fujitsu, Amazon Connect and Jabra, has been fundamental in meeting our very complex, customized contact center platform to meet business environment needs” comments Alex Sanchez. By working closely with Jabra and Amazon Connect throughout, Fujitsu were able to meet all their business-specific needs and complete the migration in only nine months, unlocking increased operational efficiency, reducing costs, improving contact center performance, and boosting customer satisfaction.

Standardizing on Jabra headsets across the contact centers, has helped Fujitsu deliver top-of-the-range voice recognition and noise reduction, allowing them to maximize their data from Amazon Connect, all leading to enhanced call quality for both their agents and, crucially, their customers.

Get started

Get the low down from our experts on our products, compatibility and UC deployments that make the most sense for your organization.

Try Jabra for free

Time to replace your current devices? Starting a new project? If your company has 100+ employees, why not sign up for a free trial. T&Cs apply.

Something not adding up?

If you’ve got questions, you’ll find all the answers here (well, almost all). Our support pages are home to technical and product support, warranty-related questions, user manuals, FAQs, videos, and contact information you need. If you’re seeking the meaning of life, you might find it here – who knows?

Our sales experts are ready to help

Brief description

Required

I agree to terms and conditions and that Jabra, its parent company can contact me by email or advertising with discounts, news, partner updates and surveys. Jabra stores my name and e-mail along with cookies and other identifiers in line with the privacy policy. I can unsubscribe at any time.

Products

Evolve2 65 Flex

Elite 10

Elite 10 Gen 2

Speak2 75

PanaCast 20

PanaCast Meet Anywhere

PanaCast 50 Video Bar System

Enhance Plus

All hearing products

Jabra Enhance™

Jabra Enhance™ Pro 20

Jabra Enhance™ Pro 20

Jabra Enhance™ Pro 10

Talk 65

Jabra Sound+

Charging cases

Deals

Refurbished products

Unlock 50% discount on the Jabra Wireless Charging Pad when you buy Elite earbuds.*

By activity

By environment

Business solutions

Evolve2 Buds

Contact sales

Hybrid working report

Contact sales

Case studies

Contact sales

Partner login

Contact sales

All services

Contact sales

Hybrid working report

Contact sales

Work Wonders

Discover

Case studies

Contact sales

Pressroom

Contact sales

Hybrid working report

Contact sales

Work Wonders

Get support

Need help with your Jabra product?

Bluetooth pairing guide

Online orders

Popular searches

Elite 10

Elite 8 Active

Evolve2 75

PanaCast 20

Found what you are looking for?

Found what you are looking for?

Jabra and Amazon collaborate with Fujitsu to improve call center performance

The highest quality. In the most efficient way.

The solution

Jabra Engage 50

Voice recognition accuracy is critical

Getting the job done

Get started

Try Jabra for free

Something not adding up?

Our sales experts are ready to help