enjoy.CRMⅢ
By OKI Software Co., Ltd.
OKI Software Co., Ltd. is a major subsidiary of OKI (Oki Electric Industry Co., Ltd.), one of Japan's oldest and most respected telecommunications and information technology manufacturers. Headquartered in Warabi, Saitama, OKI Software specializes in developing advanced ICT solutions that bridge the gap between hardware and high-level business applications. The company leverages its parent organization's 140-year history of innovation in telecommunications to provide robust, mission-critical systems for the financial, public, and enterprise sectors. In the CRM market, OKI Software has established itself as a leader by focusing on the 'human-centric' aspects of contact center operations, ensuring that technology serves to empower operators rather than complicate their tasks. Their position in the market is defined by a deep commitment to Japanese quality standards (Mono-zukuri) combined with modern agile software development practices.
The roots of the company trace back to 1881, when Kibataro Oki founded Meikosha (later OKI), becoming Japan's first manufacturer of telephones. Kibataro Oki's 'enterprising spirit'—a drive to innovate despite early technical failures—became the foundational philosophy of the OKI Group. OKI Software Co., Ltd. was formally established as a distinct entity on October 1, 1970, to focus specifically on the growing need for sophisticated software systems to support OKI's expanding hardware portfolio. Over the decades, the company evolved from developing low-level telecom switching software to creating high-level business applications. The enjoy.CRM series was launched over 20 years ago to address the emerging needs of the modern contact center, eventually evolving into the current enjoy.CRMⅢ, which integrates global cloud standards like Microsoft Dynamics 365.
As a primary subsidiary of Oki Electric Industry Co., Ltd., a publicly traded company on the Tokyo Stock Exchange (TYO: 6703), OKI Software does not raise capital through traditional venture capital rounds. Instead, it is funded through the internal capital allocation and strategic R&D investment of the OKI Group. The parent company reported net sales of 452.5 billion yen in the fiscal year ended March 31, 2024. This financial stability allows OKI Software to invest heavily in long-term technological trends, such as the 'Yume Pro' innovation management system and the integration of advanced AI. Their investment strategy is focused on 'social infrastructure' and 'reliability,' ensuring that their CRM solutions remain viable and supported for decades, which is a critical consideration for their large-scale enterprise clients.
OKI Software's primary offering in the CRM space is the enjoy.CRMⅢ platform, which is marketed as an 'integrated CRM solution' rather than just a software tool. The offering includes several specialized modules: the 'Contact Center Module' for high-volume support, the 'SFA/Field Service Module' for sales and maintenance teams, and the 'AI Assistance Module' for automated work. Beyond the software itself, OKI provides a full suite of professional services, including IT consulting, system integration (SI), and business process optimization (BPO). They also offer specialized hardware terminals (like those used in banking) and network infrastructure through the broader OKI Group, allowing them to provide a 'one-stop' shop for companies looking to completely overhaul their customer service technology stack.
While enjoy.CRMⅢ is primarily targeted at the Japanese domestic market, OKI Software benefits from the parent company's extensive global footprint. The OKI Group operates in over 120 countries and regions worldwide, with significant presences in Europe, the Americas, and Asia-Pacific. In the Middle East, OKI Europe maintains a regional headquarters in the Dubai Airport Free Zone (DAFZA), UAE, which manages their printing and corporate solutions across the GCC, India, and Africa. Although the CRM product's primary language and UI are optimized for Japanese enterprise environments, the underlying Dynamics 365 foundation allows for global deployment. OKI's expansion strategy focuses on deepening their presence in sectors where high reliability is required, such as transportation and finance, and they continue to expand their partner network globally to support localized deployments.
In the last 18 months, enjoy.CRMⅢ has undergone a major transformation with the introduction of generative AI capabilities. On April 17, 2024, OKI announced the integration of the Azure OpenAI Service, which introduced automated 지원 (support) features such as real-time call summarization, automated creation of interaction logs, and keyword-based sentiment analysis. Another significant recent addition is the 'AmiVoice' AI voice recognition partnership, which was strengthened in late 2022 to provide seamless speech-to-text capabilities directly within the CRM screen. These features are designed to dramatically reduce 'After-Call Work' (ACW) and provide supervisors with instant visibility into the quality of ongoing conversations. Additionally, OKI has released updated real-time dashboards that utilize Power BI for more sophisticated data visualization and predictive analytics.
The company culture at OKI Software is deeply rooted in the 'OKI Group Action Principles': act with integrity, challenge and drive change, perform with speed and agility, and proactively encourage excellence as 'Team OKI.' They emphasize a philosophy of 'Mono-zukuri' (excellence in manufacturing) and 'Koto-zukuri' (excellence in value creation). This manifests in a work environment that values high technical proficiency, reliability, and long-term customer relationships. The company is also active in 'Yume Pro,' an internal culture reform initiative aimed at fostering innovation through 'co-creation' with customers and partners. They have a strong commitment to CSR and sustainability, with a clear focus on solving social issues through technology, and they provide extensive career development and technical certification programs for their employees.
OKI Software actively engages with the professional contact center community in Japan and beyond. They are a frequent exhibitor and keynote participant at major industry events such as the 'Call Center/CRM Demo & Conference' held in Tokyo and Osaka. Through these forums, they share case studies and technological advancements in the CRM space. The company also maintains a robust partner ecosystem, including a deep strategic partnership with Microsoft Japan, which facilitates regular technical exchange and collaborative marketing. For their customers, OKI provides user groups and regular seminars to share best practices on how to use enjoy.CRMⅢ to drive digital transformation. They also contribute to the developer community through technical reviews and white papers that explore the intersection of AI, telecommunications, and customer service.
