What Eclect does

Eclect (株式会社エクレクト) is a Tokyo-headquartered CX (customer experience) solution company founded in December 2017, operating with approximately 160 employees across six Japanese offices (Tokyo Setagaya HQ, Hiroshima West Japan HQ, Osaka, Hamamatsu, Naha, Nagoya). Its core business is the implementation, customization, and ongoing managed services of Zendesk's customer service platform — Eclect is Zendesk's APAC No.1 Premier Implementation Partner for six consecutive years and the first Asia Pacific firm to sign Premier Implementation Partner contract in November 2019, with 800+ cumulative customer engagements. The technology stack is partner-centric but proprietary on top: it bundles Zendesk with Intercom's Fin AI Agent (where Eclect is Japan's No.1 partner), Amazon Connect, LINE messaging, CTI solutions (KARTE RightConnect, Biztel, YOMEL), generative-AI add-ons (QuickSummary 2.0 for call summarization, Knowledge Base Copilot), WalkMe digital adoption, PagerDuty incident response, and proprietary Zendesk apps.

Revenue is generated through a hybrid model combining quote-based enterprise professional services (Zendesk and Fin implementation, customization, data migration, training), one-time custom application development fees, managed services / BPO for CX optimization, and a usage-based recurring Fin AI Agent stream priced at $0.99 per resolution. Distribution combines direct enterprise field sales, inside sales for mid-market and inbound webinar leads, and channel/partner referral from Zendesk, Intercom, AWS, LINE, WalkMe, and other technology ecosystems. The customer base spans financial institutions (SMBC, PayPay Bank, Seven Bank), retail/e-commerce (Daimaru Matsuzakaya, Felissimo, Orbis, Coco Ichibanya, Milbon), technology and SaaS firms (Money Forward, Macnica, EventHub, MIXI, SATORI), energy (TEPCO Energy Partner), manufacturing (Mizuno, Fujifilm, Ricoh, Citizen, Takenaka), and education (Kyoto University, Ritsumeikan University), supplemented by public-sector BPO contracts through the Hiroshima local government.

In 2024-2026 Eclect has shifted from pure services partner to multi-product platform integrator, adding strategic alliances with Serverworks (capital and business, December 2024), WalkMe (January 2024), Notta (August 2025), Recho (June 2025), and Intercom (January 2026), plus the October 2025 acquisition of 株式会社壱番屋 (Yururi) to provide foreign-capital Go-To-Market support. Financial backing is debt-heavy (230M JPY 2021 facility from Japan Finance Corporation and Hiroshima Bank) plus strategic equity from Hiroshima-based Hirogin Holdings (November 2024), with leadership bench strengthened by former Japan Net Bank Chairman Komura Mitsuhiro as Chairman (since September 2023) and former BCG Digital BCG JAPAN co-founder Higashino Makoto as outside director.

Name

Eclect

Legal name

株式会社エクレクト (eclect, Inc.)

Website

https://eclect.co.jp

Company type

Private

Founded year

2017

Operating status

Operating

Headcount range

11–50 employees

Short description

Eclect (株式会社エクレクト) is a Tokyo-headquartered CX solution company and Zendesk's APAC No.1 Premier Implementation Partner, serving 800+ Japanese enterprises with implementation, custom app development, AI agent deployment (Fin by Intercom), cloud contact center, and CX optimization services across 6 domestic offices with ~160 employees.

Ownership category

akta.pro rank

Product category

Customer Experience (CX) Consulting & Implementation Services

NAICS

Computer Systems Design Services (541512), Computer Systems Design and Related Services (54151), Custom Computer Programming Services (541511)

SIC

Services-Computer Integrated Systems Design (7373), Services-Computer Programming Services (7371), Services-Computer Programming, Data Processing, Etc. (7370)

akta.pro primary industry

Data Platform, BI & Analytics Integration (BPAEAAAI)

akta.pro secondary industries

Digital Experience Monitoring & Management (DEX/DEM, AIOps for EUC) (BPAEAIAF), Document Capture, Scanning, OCR/ICR & Intelligent Document Processing (IDP) (HDAEAGAD)

Keywords

• Customer experience solutions
• Zendesk implementation services
• Cloud contact center
• AI customer support
• CX consulting

Headquarters

HQ city

Setagaya

HQ country

Japan

HQ region

Asia

Offices6 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Infrastructure

Revenue model

1. Zendesk Implementation & Consulting Services: Professional services for Zendesk platform implementation, customization, data migration, and ongoing consulting. This includes system design, configuration, integration with existing systems, and operational support.
2. Fin AI Agent Licensing & Implementation: Usage-based revenue from Intercom's Fin AI Agent implementation. Eclect earns fees for implementation services and potentially referral/partner fees from Intercom. Resolution-based pricing at $0.99 per resolution.
3. Custom Application Development: Development of custom Zendesk applications, integrations, and specialized solutions for enterprise clients. One-time development fees for custom applications like email management tools, FAX integration, and other utility applications.
4. CX Optimization & BPO Services: Ongoing operational support, consulting, and BPO services for CX optimization. Includes help site content creation, operational outsourcing, and continuous improvement support.

Pricing tiers

Go-to-market motion2 records

Distribution channels4 records

Marketing channels5 records

Core offering

Eclect is a CX (Customer Experience) solution company that implements and customizes the Zendesk customer service platform, acting as Zendesk's APAC No.1 Premier Implementation Partner. It delivers end-to-end services including Zendesk license resale, system design, configuration, data migration, custom application development, multi-channel and CRM integrations, and ongoing managed support. Following its 2026 alliance with Intercom, it has also become Japan's No.1 Fin AI Agent implementation partner, deploying autonomous AI agents that resolve approximately 67% of customer queries without human intervention.

Product overview

Eclect is a CX Solution Company providing a Zendesk-centric customer experience platform augmented by proprietary tools and third-party integrations. Its core offering centers on Zendesk implementation and consulting (APAC No.1 partner), augmented by the proprietary cloud contact center package (AWS/Amazon Connect + Zendesk), QuickSummary 2.0 (generative AI call summarization), and a suite of proprietary Zendesk apps (draft-saving, holiday registration, address completion, announcement posting). The portfolio includes Fin AI Agent (autonomous support agent by Intercom), the Voice AI Platform, and Notta for voice transcription; partner products such as Surveypal (surveys), Yext (semantic search), RightConnect by KARTE (CTI), Amazon Connect (voice), WalkMe (DAP), and PagerDuty (incident management); and services spanning CX consulting/BPO, help content creation, multi-channel solutions, EC solutions, AI solutions, and data integration solutions.

Differentiator

Problem solved

Functional benefit

Products and services

• Zendesk Implementation and Consulting End-to-end services for implementing and operating the Zendesk customer service platform, including license sales, system design, configuration, data migration, custom application development, integration, and ongoing managed support. Eclect is Zendesk's APAC No.1 Premier Implementation Partner.
• Fin AI Agent Implementation Implementation and optimization of Intercom's Fin AI Agent—an autonomous customer-support AI that resolves an average of 67% of queries across email, chat, WhatsApp, Slack, social, and APIs, with external system data connectors and continuous optimization.
• Cloud Contact Center Package Proprietary all-in-one cloud contact center package combining AWS/Amazon Connect with Zendesk, providing voice, chat, and ticket management in an integrated solution with rapid (≈2 weeks) small-scale deployment and voice transcription services.
• Voice AI Platform Voice AI capabilities for contact centers including Voice AI Agent infrastructure (via Recho) and voice transcription services for Amazon Connect, enabling automated voice customer interactions and speech-to-text analytics.
• CX Optimization Consulting / BPO CX optimization consultation, activation support, and operational outsourcing covering strategy, implementation, and managed operations for customer experience improvement; includes internal IT helpdesk BPO (e.g., Takenaka Corporation case).
• QuickSummary 2.0 Generative AI-powered conversation summarization service integrated with Zendesk that automatically creates call/chat summaries to reduce after-call work and improve response rates.
• WalkMe Digital Adoption Platform Digital Adoption Platform (DAP) providing intuitive pop-up guidance and rich expression features to accelerate software adoption and DX; distributed and implemented by Eclect as WalkMe partner.
• Surveypal CX Survey Integration CX survey / customer satisfaction feedback management system with native Zendesk integration, enabling detailed customer satisfaction surveys with high response rates (e.g., 12%+ for Milbon, 1.2M monthly FAQ views for TEPCO Energy Partner).
• Yext Answers Platform Integration AI-powered semantic search and site behavior solution that delivers precise answers to customer queries and improves the on-site search experience; delivered as a managed integration with Zendesk.
• RightConnect by KARTE CTI Solution CTI integration solution connecting KARTE RightConnect, BIZTEL, and Zendesk so that customer pre-inquiry behavior data flows into CTI and Zendesk, enabling smoother customer interactions and improved operator productivity.
• Amazon Connect Integration Service AWS cloud contact center service implementation, integrated with Zendesk and Eclect's Cloud Contact Center Package for voice channel management and AI-powered voice transcription capabilities.
• Multi-channel Solutions (Omnichannel Messaging) Omnichannel customer communication solutions integrating multiple channels (phone, email, chat, social, messaging apps including LINE) into Zendesk for unified management across the customer journey.
• EC Solutions for Online Retailers E-commerce-focused Zendesk packages integrating with EC platforms and order management systems (Shopify, Stripe, TEMPOSTAR, Future Shop, Assist-cho), supporting multi-channel order and inquiry management.
• Data Collection / Integration / Utilization Solutions Data pipeline, ETL, and analytics solutions integrating Zendesk with data platforms such as Treasure Data CDP and CRM systems to enable data-driven customer understanding and CX analytics.
• Help Site Content Creation Support Service Content creation and management support service for help sites and FAQ pages, assisting clients in building and maintaining self-service knowledge bases (e.g., TEPCO Energy Partner FAQ scaling to 1M monthly views).

Quantifiable outcome

• Average resolution rate of 67% achieved by Fin AI Agent implementations
• +4 more outcomes

Named customers9 records

Segments5 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration34 records

AI capability9 records

Feature3 records

Partnerships

Seven partnerships are on record, tiered core, minor and important.

• IntercomcoreStrategic or Co-development Partner · 29 January 2026Eclect entered an alliance with Intercom in January 2026 to accelerate AI agent adoption. They are Japan's No.1 partner for Intercom's Fin AI agent, achieving the Rising Star Partner of the Year award within 6 months of alliance formation.
• 株式会社ゆるりと (Yururi)minorStrategic or Co-development Partner · 2 October 2025100% subsidiary acquisition to strengthen Go-to-Market support for foreign capital companies entering Japanese market.
• NottaminorStrategic or Co-development Partner · 19 August 2025Alliance to accelerate AI solution adoption and promote DX in Western Japan through combined Notta AI and Eclect CX solutions.
• サーバーワークス (Serverworks)importantStrategic or Co-development Partner · 6 December 2024Capital and business alliance for CX and EX promotion. Joint development of AWS and Zendesk cloud contact center solutions including voice transcription services.
• WalkMeminorChannel Partner/ Reseller/ Distributor · 11 January 2024Distribution and implementation partner for WalkMe digital adoption platform. MVP award recipient for 50+ project implementations.
• LINEimportantTechnology or Integration · 9 September 2020LINE Biz Partner Program Technology Partner certification. Developed Zendesk-LINE integration for seamless customer communication through LINE messaging.
• ZendeskcoreStrategic or Co-development Partner · 30 September 2018Eclect is Zendesk's APAC No.1 partner, holding the highest-tier Premier Implementation Partner status in Asia Pacific. They are the domestic first Implementation Partner and certified for all Zendesk qualifications. They resell, implement, and provide custom application development for Zendesk's customer service platform.

Scale indicators6 records

Recent moves12 records

Expansion highlights7 records

Emerging players

• FPT Software Japan: Vietnamese IT services major with growing Japanese CX/digital practice. Competes with Eclect on Zendesk and adjacent platform implementation for Japanese enterprises, typically at lower price points.
• Servicenow Japan partners (e.g., Prism): Other platform implementation specialists in Japan that could enter the Zendesk/Intercom implementation space or compete for AI-driven CX engagements. Selected illustratively—specific partner names omitted due to absence of direct comparability data.

Direct peers

• Belltech: Japanese CX/BPO consulting firm specializing in contact center operations and customer support transformation. Competes with Eclect on Zendesk-style implementation and CX consulting engagements for Japanese enterprises, with overlapping customer segments in finance and retail.

Broad incumbents

• transcosmos: Large Japanese BPO/contact center operator with CX consulting arm. Overlaps with Eclect in CX operations outsourcing, contact center modernization, and Zendesk integrations, but at much larger scale and broader service scope including digital marketing and one-stop enterprise services.
• Accenture (Japan / Song practice): Global IT consulting/SI with a significant CX transformation practice in Japan. Competes for large enterprise CX platform implementations and AI-led customer service transformations, but serves a broader portfolio of digital and operational engagements beyond Zendesk.
• Concentrix (Japan operations): Global CX/BPO major with a significant Japanese presence after acquiring Concentrix Japan. Direct overlap on CX outsourcing, contact center modernization, and AI-driven customer service for enterprise Japanese and multinational clients.
• Deloitte Digital (Japan): Global consulting arm with strong CX transformation offerings in Japan, including Adobe, Salesforce, and ServiceNow platform implementations. Competes for enterprise CX platform transformations, though typically at larger engagement scale than Eclect.
• Capgemini Invent / Sogeti Japan: Global consulting/SI with CX and customer engagement practices. Competes in enterprise AI-driven customer experience modernization in Japan, with broader cloud and engineering capabilities than Eclect.
• NTT Data (Japan): Major Japanese SI with extensive CX, CRM, and contact center capabilities. Competes with Eclect on enterprise CX modernization projects and IT-BPO work, especially for financial and public-sector clients in Japan.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/eclect_jp

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Subsidiaries1 record

Funding overview

Funding rounds2 records

Investors3 records

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Eclect