TMJ Global

09/10/2025

We're thrilled to announce that TMJ Inc., a member of the Group, has been recognized as a "Major Contender"** in the highly-regarded Everest Group’s CXM Services PEAK Matrix® Assessment 2025 – !
This year, we saw an improvement in our evaluation for "Vision and Capability," reaffirming our growing presence and dedication as a CXM services provider in the Asia-Pacific region.
At TMJ, we're committed to driving the advancement of the "Next-Generation Contact Center," leveraging technologies like generative AI to deliver expertise and solutions that maximize client customer experience value.
Thank you to our entire team and our clients for their continued partnership. We’re excited for what’s next!
Read more about the assessment here: https://www.everestgrp.com/peak-matrix/customer-experience-management-cxm-services-peak-matrix-assessment/

Disclaimer
Licensed extracts taken from Everest Group’s PEAK Matrix® Reports may be used by licensed third parties for use in their own marketing and promotional activities and collateral. Selected extracts from Everest Group’s PEAK Matrix® reports do not necessarily provide the full context of our research and analysis. All research and analysis conducted by Everest Group’s analysts and included in Everest Group’s PEAK Matrix® reports is independent and no organization has paid a fee to be featured or to influence their ranking. To access the complete research and to learn more about our methodology, please visit Everest Group PEAK Matrix® Reports.

01/10/2025

Celebrating a milestone: TMJ has earned the "White Company Certification" for the 9th consecutive year!

This recognition from the Japan Organization for the Promotion of Next Generation Enterprises (White Foundation) evaluates companies across seven key indicators, including:

Diversity & Inclusion
Work-Life Balance
Health Management
Talent Development/Job Satisfaction

It reflects our unwavering commitment to creating a where every employee can thrive. We look forward to continuing our efforts to foster an and environment.

Learn more about the White Company Certification: https://jws-japan.or.jp/

ホワイト企業を研究し、認定し、育成し、またそのメンバーを育成する財団、日本次世代企業普及機構（通称ホワイト財団）の広報サイトです。

30/09/2025

Level up your contact center with new additions to the TMJ Generative Solution series!
We're launching two powerful new services to accelerate the shift to hybrid human-digital centers:
TMJ Conversation Monitor: A standalone for automated, objective AI-powered evaluation and self-coaching for agents.
TMJ Cloud PBX (by AVAYA): A secure, scalable cloud environment that enables full utilization of Generative AI tools.
Discover the next generation of contact centers: https://biz.tmj.jp/GenerativeSolution/

29/09/2025

We are committed to a better working environment and superior customer experience.

We've launched two new policies effective September 1st, 2025: the Customer Service Policy and the Customer Harassment Response Policy.

These are crucial for protecting employee human rights, ensuring a safe workplace, and upholding high service quality in our BPO operations.

Read the Customer Service Policy: https://www.tmj.jp/company/customer-service-policy/
Read the Customer Harassment Response Policy:https://www.tmj.jp/company/customer-harassment-policy/

TMJお客様応対方針 Customer Service Policy 私たちTMJは、クライアントの事業成功を目的としたビジネスパートナーとして、BPO（ビジネス・プロセス・アウトソーシング）中心に事業を展開しております。クライアントのお客様へ.....

26/09/2025

Technology alone won't get us to the future.
How does TMJ support ShareTomorrow Inc.'s on-demand service, "&MOVE Nihonbashi"?

From introducing phone reservations for seniors to refining the service based on user feedback, TMJ’s operational expertise has been key to the success of this (Mobility as a Service) pilot.

Learn how the fusion of and operations is enriching people's daily lives.

25/09/2025

Building a future-proof ecosystem requires more than just great tech—it demands flawless ex*****on.
That's why BIPROGY's "smart oasis" platform has partnered with TMJ.
This partnership brings together system innovation and operational expertise, creating a powerful synergy that helps clients thrive and builds a more society.
Read about our journey together.

https://tmj-bpo.com/insights/case-studies/mobility-as-a-service-maas/biprogy-inc-scaling-mobility-services-with-seamless-operations/

19/09/2025

Excited to share that wewill speak at the upcoming webinar hosted by RAKUS, Inc.:
“AI and Human Co-Creation: The Future of Customer Support.”

In this session, leading companies will showcase how Generative is transforming customer experience ( ) and operational efficiency.
🔹 We will present：
Innovating Knowledge Management with AI
Empowering operators with smarter support
Enhancing service quality in the era of shrinking workforces
AI is not replacing humans—it’s about co-creating value. By combining human empathy with AI-driven productivity, businesses can achieve both stronger CX and sustainable growth.

労働人口が減少し、AIの進化が加速する時代。カスタマーサポート（CS）領域における生産性向上と顧客体験（CX）の向上は、今や多くの企業にとって重要な経営課題です。AI、とりわけ生成AIの活用は、この課題を解決する.....

03/09/2025

We recently co-hosted the "Seminar on Initiatives from Leading Companies in Employment for People with " with Recruit Agent.

Focusing on the question, "How can we make it happen?," we shared insights from leading companies that view the employment of people with disabilities as a form of human capital management and business investment.

This seminar was an excellent opportunity to demonstrate how hiring people with disabilities can lead to a more evolved corporate culture and create value. TMJ is committed to continuing our efforts to build a society where everyone can work comfortably.

コンタクトセンター・バックオフィス（事務処理センター）の構築・運営を行うセコムグループの株式会社TMJ（本社：東京都新宿区、代表取締役社長：丸山 英毅、以下TMJ）は、株式会社インディードリクルートパートナー.....

05/08/2025

🚨 From Rookie to Pro—in Just One Week.
📈 How TMJ helped a major Japanese utility crush peak season with zero re-keying and faster service.

Every spring, Japan’s moving season brings a contact center surge.
The challenge? Dozens of new agents. Tight deadlines. No room for error.

💡 TMJ’s solution:
✅ Real-time call guidance = no script mistakes
✅ RPA bots = no manual data entry, ever

🔥 Results:
– Agents ramped up 7 days faster
– Errors dropped sharply
– Customers served faster, even at peak load

👀 Full story → https://tmj-bpo.com/insights/case-studies/digital-experience-dx/major-electric-power-company-navigation-rpa-for-faster-agent-readiness/

31/07/2025

💡 Where Gen AI Pays Off in Japan: 5 CX Use-Cases

Japanese firms aren’t waiting—SoftBank, JAL, and MUFG are already seeing real ROI from Gen AI in customer experience.

📊 Discover 5 use-cases driving results:

Faster service
Lower costs
Higher customer satisfaction

See how brands are blending AI with Omotenashi and keigo nuance—while staying APPI-compliant.

📍 Read more → https://tmj-bpo.com/insights/articles/generative-ai/five-high-impact-cx-use-cases-where-gen-ai-already-pays-in-japan/
👀 Tour our Gen AI Showroom (Tokyo or virtual)

30/07/2025

🚗 Scaling Japan’s MaaS: TMJ x DOCOMO

As Japan shifts to on-demand mobility, NTT DOCOMO’s d Car Share leads with app-based access to Car Share, My Car Share, and Rent-a-Car.

To scale fast, DOCOMO needed:
✅ Accurate billing & partner settlement
✅ 400+ evolving FAQs, updated in real time
✅ Mobile-first self-service

TMJ delivered:
📱 FAQ search engine in 3 months
🏢 Embedded ops teams at HQ
📈 100K+ monthly self-service hits

🔍 Result?
+4x FAQ views, no partner delays, and real-time ops visibility.

See how TMJ helped scale Japan’s MaaS → https://tmj-bpo.com/insights/case-studies/digital-experience-dx/case-study-ntt-docomo-d-car-share/

Japan’s appetite for Mobility-as-a-Service (MaaS) keeps rising as consumers swap vehicle ownership for on-demand access. To capture that shift, the Smart Life Promotion Department at NTT DOCOMO launched “d Car Share” in November 2017—a smartphone-centric MaaS platform that bundles three offe...

29/07/2025

🚨 Japan’s Gen AI CX Playbook: Why You Need a Roadmap

80% of large Japanese firms are piloting Gen AI—but nearly half lack clear governance.

In Japan, success depends on more than tech. Think: nemawashi before PoC, union briefings before scale, and APPI compliance at every step.

We’ve mapped out a practical rollout roadmap—based on real cases from SoftBank, Rakuten, and IBM Japan.

📊 Phases, milestones, and key risks—Japan-specific.

📍 Read it here: https://tmj-bpo.com/insights/articles/generative-ai/japans-gen-ai-cx-playbook-why-you-need-a-road-map-before-the-pilot/
👀 Book a tour of our Gen AI Solution Showroom (Tokyo or virtual).