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CASE STUDY: ROCOCO
From On-Premises to NiCE CXone: Reducing Costs, Increasing Agility, and Preparing for the Future
By moving to NiCE CXone, Rococo reduced costs, increased operational agility, and laid the groundwork for a next-generation AI-enabled contact center.
Industry
BPO
Region
APAC
Company size
Medium
Share
ABOUT
Rococo Co., Ltd. is an IT services company offering a wide range of services, including IT outsourcing, BPO services, help desk support, and contact center operations. In addition to supporting corporate IT departments and business operations, the company runs a Global Technical Center that operates 24 hours a day, 365 days a year, providing stable service delivery and greater operational efficiency. Drawing on extensive operational know-how, Rococo supports the business continuity and growth of its client companies.
COMPANY NAME
Rococo Co., Ltd.
PRESIDENT & CEO
Kazuhiko Hasegawa
FOUNDED
June 7, 1984
CAPITAL
¥642 million
HEAD OFFICE
Prime Honmachi Building 7F, 1-4-2 Honmachi, Nishi-ku, Osaka-shi, Osaka 550-0004
BUSINESS
BPO services, facial recognition / biometric authentication solutions, attendance management solutions, and more
01 Before
Building the foundation for a next-generation contact center through cost reduction and faster operations
Rococo Co., Ltd. provides IT outsourcing, help desk, technical support, and BPO services. The company's Global Technical Center (GTC) delivers a wide range of support — from corporate help desks to B2C contact center operations — around the clock, 365 days a year.
As the maintenance period for its long-used on-premises PBX approached its end, the company began considering the foundation for its next-generation contact center. In renewing the system, a key question was whether to continue with an on-premises environment or migrate to a cloud-based contact center.
02 Desire to change
High regard for the partner's proposal capability and support structure
Rococo compared and evaluated several cloud-based contact center solutions, weighing factors such as implementation and operating costs, support structure, number portability, and future scalability.
While many products met the functional requirements, the deciding factors were the flexibility of NiCE CXone and the support of implementation partners ITOCHU Techno-Solutions Corporation (CTC) and Aisan Information System Co., Ltd.
From the evaluation stage onward, CTC worked with Rococo to present concrete proposals covering both technical and operational aspects, carefully addressing concerns about the cloud migration so the project could proceed with confidence.
03 NiCE solution
Partner companies collaborate to drive a migration project focused on stable operation
For Rococo, this system renewal was a critical project: migrating the foundation of a contact center that operates 24/7, 365 days a year. The migration had to proceed without interrupting service, making the quality of project management just as important as the system itself.
CTC took the lead on the project, managing progress and issues primarily through weekly regular meetings with Rococo. By thoroughly sharing meeting minutes and action items, the team kept all stakeholders aligned throughout the migration.
CTC also took the lead in coordinating with line carriers and handling technical matters. When issues or risks arose, the team visualized the situation and clearly communicated the response plan, helping Rococo make decisions internally and explain progress to stakeholders.
04 Results
Achieving cost reduction and improved operational efficiency
Since introducing NiCE CXone, Rococo has seen major improvements in its operations.
In the previous environment, every configuration change required a request to the vendor. Now, the company can handle most changes in-house — not only cutting operating costs but also greatly shortening the time needed to launch new operations and make configuration changes.
This flexibility is a major benefit, especially for the BPO business, where rapid response to new projects is essential.
“We feel the cost-effectiveness has been more than sufficient. Going forward, including the use of AI, we'd like to continue creating further value together with NiCE.”
05 Future
Toward a next-generation contact center powered by AI
Rococo is now also exploring new service offerings that leverage generative AI and AI agents.
The company has strong interest in using AI to advance its operations — such as automatic summarization of interactions, voice analysis, and quality evaluation — and is working toward a next-generation contact center where humans and AI collaborate to serve customers.
