Genesys and Fujitsu have completed a large-scale modernization of AEON Financial Service’s contact center operations using Genesys Cloud, a unified experience orchestration platform. The program focused on improving self-service, reducing customer wait times, and enabling faster service delivery through cloud adoption.
Fujitsu led the implementation and tailored the platform to AEON Financial Service’s operational needs, including custom reporting and integrations with existing systems. With more than 2,500 agent seats, the rollout ranks among the largest cloud contact center deployments in Japan’s financial services sector. Fujitsu will continue to manage ongoing operations and support.
A key next step is the introduction of an AI Concierge (voice bot) powered by speech recognition. Customers will be able to navigate services through natural conversation rather than keypad inputs, improving accessibility and task completion rates. AEON Financial Service is also evaluating expansion of the solution to additional contact centers across the wider AEON Group.
Paul Ito Ricci, President, Genesys Japan, noted that moving to the cloud has enabled AEON Financial Service to accelerate internal development and deliver more responsive, personalized customer engagement at scale using AI.Masaru Yagi, Executive Vice President, Fujitsu, added that the initiative supports an operator-first environment—empowering agents to deliver high-quality experiences without increasing workload—while advancing broader contact center transformation across the group
