Press Release: Contact Center CRM Solutions FastHelp and FastAnswer New Versions Launched, Dramatically Improving Customer and Employee Experience

February 4th, 2025

Techmatrix Corporation

(Tokyo Stock Exchange Prime / Securities Code: 3762)

Contact Center CRM Solutions FastHelp and FastAnswer New Versions Launched, Dramatically Improving Customer and Employee Experience

Techmatrix Corporation (Headquarters: Minato-ku, Tokyo; President: Takaharu Yai) today announced the launch of new versions of its contact center CRM system “FastHelp” and FAQ knowledge system “FastAnswer,” designed to dramatically improve customer experience (CX) and employee experience (EX). The new versions, available from February 21, 2025 (Friday), focus on business efficiency through generative AI, on-demand delivery of the latest features, improved usability through design and UI enhancements, and increased customization productivity.

By using FastHelp and FastAnswer, contact centers can improve their response quality and provide a high-quality CX. At the same time, managers and operators can perform their tasks in a fun and comfortable environment, greatly improving EX.

Both products will be showcased at “TechMatrix CRM FORUM 2025” on February 21st (Friday).

■ Key Features ■

・Improved Business Efficiency with Generative AI

FastHelp’s generative AI feature group, FastGenie, automatically generates response text during customer interactions. Since the response text is generated based on the knowledge data accumulated in FastAnswer, highly accurate responses can be obtained. Furthermore, FastGenie summarizes and classifies the interaction content, and automatically registers the interaction history in FastHelp. This significantly reduces the workload on operators, improves and standardizes response quality, and enables accurate and advanced VOC analysis and utilization.

FastAnswer promotes customer self-support through knowledge creation support and automatic response functions using FastGenie.

・On-Demand Version Upgrade to Add the Latest Features at Your Preferred Time [i]

FastHelp and FastAnswer are scheduled to be updated several times a year, with new features added and bugs fixed. The biggest advantage of on-demand version upgrades is that users can choose a convenient time to upgrade, such as during off-peak seasons or holidays, depending on the operational status of the contact center. This avoids the risk of disrupting business operations due to version upgrades at inappropriate times.

・Revamped Visual Design and UI

The new versions feature a refreshed visual design based on Material Design. This makes it easier to grasp the importance and relevance of information, achieving high visibility and intuitive operability. The universal design is easy to adapt to different cultures, languages, and regions. The user-friendly design reduces fatigue even after long hours of use, leading to improved user EX.

The UI has been redesigned with changes to the placement of operation buttons and reorganization of menus. In addition, a three-screen display is now available to allow users to view and operate more information at once. This reduces stress on operators.

・No-Code/Low-Code Application Creation

The new versions provide no-code/low-code development tools for FastHelp and FastAnswer. These tools make it easy and quick to create applications tailored to the user’s purpose. For example, field service departments or quality control departments can easily create applications that utilize contact center data. It is compatible with PCs as well as smartphones and tablets. This allows for company-wide use of the data accumulated in the contact center as a corporate asset.

・Plug-ins for Dramatically Increasing Customization Flexibility and Productivity

The new versions offer function modules (plug-ins) that enable the addition and expansion of FastHelp and FastAnswer functions. These plug-ins are developed based on JavaScript and Java. A number of plug-ins are available to improve operational efficiency, such as linking with other companies’ products and expanding search functions, and we will continue to expand these in the future. Plug-ins enable function expansion and customization without changing the source code of FastHelp or FastAnswer. This enables rapid and flexible responses to business customization needs.

We plan to actively promote plug-in development by FastSeries partner companies in the future.

TechMatrix has been committed to providing innovative solutions in the contact center industry. We are confident that the FastSeries will contribute to improving CX and EX in contact centers.

We are proud to contribute to the improvement of our customers’ business performance and the enhancement and development of customer service in companies.

[i] On-demand version upgrades are available to customers using the new version as a cloud service.
[ii] The provision of this tool is currently limited to FastSeries development partners. We are developing it so that it can be used by user companies in the future.

[About TechMatrix CRM FORUM 2025]
Name: TechMatrix CRM FORUM 2025 – The New Era of CX –
Date: Friday, February 21, 2025, 10:00 AM – 6:00 PM
Location: The Prince Park Tower Tokyo (4-8-1 Shibakoen, Minato-ku, Tokyo)
Participation Fee: Free (Advance registration required)
Event Website: https://crmforum2025.event-site.info/
Facebook Page: https://www.facebook.com/CRMFORUM
LINE Official Account: @tmxcrmforum

■ Overview of FastSeries
FastSeries is a comprehensive term for a range of solutions that combine the contact center operation know-how of top domestic companies. It includes the versatile contact center CRM system “FastHelp5,” the FAQ knowledge system “FastAnswer2,” and digital communication tools such as the visual IVR “FastNavigation,” voice bot “FastVoice,” chatbot “FastBot,” and live chat system “FastText.” Additionally, it encompasses the CRM system “FastHelp Pe” specifically designed for pharmaceutical inquiry operations, the civic voice and public hearing system “FastHelp Ce,” and the knowledge system for pharmaceutical companies “FastAnswer Pe.” These solutions balance advanced customer experience and operational efficiency.

For more details on FastSeries, please visit:
Japanese: https://fastseries.jp/
English: https://fastseries.jp/en/
Thai: https://fastseries.jp/th/

■ Overview of Techmatrix Corporation

Techmatrix (TSE Prime: 3762) operates three main business segments: the “Information Infrastructure Business,” which provides optimal IT infrastructure and IT lifecycle services in a one-stop manner tailored to customer needs; the “Application Services Business,” which addresses customer issues by offering applications that implement accumulated business know-how; and the “Healthcare Systems Business,” which aims to build a healthcare information infrastructure supporting a healthy society under the theme “Medical Information for Everyone, and for the Future.” We support the transformation and enhancement of our customers’ business models and competitiveness.
In the contact center field, we offer the contact center CRM system / FAQ knowledge system “FastSeries,” which boasts top-class adoption in Japan.

For more details on Techmatrix, please visit: https://www.techmatrix.co.jp/index.html

* The company names and product names mentioned in this document are trademarks or registered trademarks of their respective companies.