NEC Networks & System Integration Corporation Adopts Boomtown’s Support Platform, Relay, to Offer Next-Generation Support Services to Its Customers in Japan

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Relay is an intelligent platform for technology support and customer service that enables teams to deliver simple, predictive, and personal experiences at scale - both remotely and in-person.

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Leveraging the efficiency and automation from Relay, we will be able to provide flexible services for nationwide support of major companies and major cloud services vendors.

NEC Networks & System Integration Corporation (“NESIC”) and Boomtown Network, Inc. (“Boomtown”) today announced a strategic partnership that sees NESIC adopting Boomtown’s Relay platform to elevate its customer support experience in Japan. As part of this arrangement NESIC has also made an investment in Boomtown via its recently established corporate venture capital fund, the NESIC Innovation Venture Limited Liability Partnership.

NESIC is a leading Japanese provider of technology consulting, system design and integration, outsourcing and facilities management services to customers across the enterprise, telecommunication and government sectors. In seeking to provide next-generation support services to its largest customers down to small and medium-sized enterprises, NESIC needed a software platform that would enable it to fully leverage its nationwide support network and deliver simple, predictive, and personalized support experiences at scale.

Boomtown Relay is an intelligent platform for technology support and customer service that creates more efficient agents and happier customers. Relay combines a universal technology dictionary with curated knowledge and insights from millions of support interactions to create an intelligent support system. Relay deploys chatbots to distill and deliver this knowledge in concise and digestible conversational responses to customer service agents or directly to customers across the communication channels they use every day. When in-person services are needed, Relay is able to intelligently schedule and dispatch the best local field service agent to the job.

We expect that NESIC can efficiently provide end-to-end support to customers remotely or in-person by using Relay. NESIC’s service team can take advantage of single threaded omnichannel communications, access conversational knowledge bases in real time, share tickets in Relay across specialized internal teams, and easily bring in third-party vendors to streamline cross-organization collaboration on customer issues. If field work is necessary, NESIC will use Relay’s Dispatch feature to send a service technician from its nationwide network to a customer’s location and manage issue resolution in the field.

“As companies are shifting to cloud-based IT solutions, there is a parallel shift in the required support services for these companies,” said, Shota Ushihara, Business Development Manager at NESIC. “We’re excited to combine the benefits of Boomtown’s Relay platform, machine learning, and knowledge automation with NESIC’s nationwide support services. Leveraging the efficiency and automation from Relay, we will be able to provide flexible services for nationwide support of major companies and major cloud services vendors.”

“We’re thrilled to closely partner with NESIC to take Relay to Japan,” said Alfred ‘Chip’ Kahn IV, CEO of Boomtown. “NESIC is a global leader who provides integrated technology services and understands deeply the challenges and opportunities in the space. By adopting the Relay platform for remote and in-person services across Japan, NESIC will create exceptional customer experiences, drive operational efficiencies, and develop lasting partnerships.”

We are planning to launch a pilot in summer 2018 and full deployment in late 2018.

About NEC Networks & System Integration Corporation
NEC Networks & System Integration Corporation (TSE: 1973; NESIC) provides integrated communication services that combine the strengths of system integration and related support services, as well as sophisticated engineering and facility management capabilities, for a broad range of customers, including telecommunications carriers, enterprises and government agencies. For more information, please visit http://www.nesic.co.jp/english/.

About Relay
Relay’s mission is to provide a better support experience for businesses. Through our platform, technology solution providers can communicate with their customers in efficient and engaging ways, collaborate across organizations to answer questions, and resolve issues fast. We help teams provide simple, predictive, and personal customer experiences at scale. Learn more about Relay at https://thinkrelay.com.

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