What Shift plus does

SHIFT PLUS is a Japan-based AI contact center solutions provider, founded April 6, 2015, and operating as a group company of prime-listed SHIFT Corporation. The company is headquartered in Kochi Prefecture with additional offices in Takasaki (Gunma) and Sapporo (Hokkaido), and employed 293 staff as of September 1, 2025. Its flagship offering is AICO, an AI hybrid operations service that combines cloud CTI (Bright Pattern), voice biometric authentication and speech-to-text (NamiSense), and generative AI (Librari AI) into an ALL IN ONE platform for next-generation contact centers. Complementing AICO is VoiceMill, a proprietary VOC (Voice of Customer) analysis service built on the firm's codified '行間解析' (interlinear/between-the-lines parsing) methodology, with an accumulated corpus of 50,000+ inquiry records across 100+ companies that feeds back into AICO's context engineering layer for continuous AI improvement.

SHIFT PLUS generates revenue across three business streams: Customer Support (call center BPO, FAQ management, chatbot support), IT Outsourcing (help desk, system monitoring, manual creation, software QA), and Regional Revitalization (the BUNTAN talent-matching platform and government DX partnerships). AICO and VoiceMill are sold via subscription on customized annual pricing, with a 20-30 business day minimum implementation cycle. Go-to-market is sales-led with strong event-driven and thought-leadership components, including hosted seminars (CC AI BENCHMARK 2026, CX Day 2026), joint webinars with technology and consulting partners (NTT Marketing Act ProCX, AlgoX, AI Square, CBA), and content marketing via a knowledge-article series. Customer segments are horizontally diversified across enterprise contact centers, BPO/outsourcing clients, and government/regional organizations, with documented outcomes including 52% email response-time reduction, 20% inquiry reduction, and up to 82% post-call work reduction.

Under Representative Director Wataru Nukinuki (former TMJ contact center executive, in role since 2019), the company grew headcount 1.5x and sales approximately 3x. SHIFT PLUS holds ISO/IEC 27001:2022 ISMS certification (since 2017) and the JIPDEC Privacy Mark (obtained 2025, valid through 2027), supporting enterprise and government procurement. The most recent strategic move is a March 2026 partnership with CBA to co-develop AI-agent-driven contact center infrastructure, and the company secured a notable government anchor with the April 2026 deployment of AICO at Sagamihara City's next-generation call center, which handles 100,000+ annual incoming calls.

Name

Shift plus

Legal name

株式会社SHIFT PLUS

Website

https://shiftplus.inc

Company type

Private

Founded year

2015

Operating status

Operating

Headcount range

251–500 employees

Short description

SHIFT PLUS is a Japan-based AI contact center solutions provider (subsidiary of prime-listed SHIFT) that serves enterprise, BPO, and government clients with its AICO AI hybrid operations platform and VoiceMill proprietary VOC analysis service.

Ownership category

akta.pro rank

Product category

AI Contact Center Software

NAICS

Telephone Call Centers (56142), Telemarketing Bureaus and Other Contact Centers (561422), Computer Systems Design and Related Services (54151)

SIC

Services-Telephone Interconnect Systems (7385), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

Contact Center Speech AI (agent assist, IVR automation) (HDAAAFAL)

akta.pro secondary industries

Contact Center (CCaaS) & Customer Engagement Voice (HDAIAHAF), AI Integration & Orchestration Platforms (Connectors, Workflow, iPaaS for AI) (HDAEANAI)

Keywords

• AI contact center
• VOC analysis
• Customer experience software
• Contact center BPO
• IT help desk

Headquarters

HQ city

Kochi

HQ country

Japan

HQ region

Asia

Offices3 records

Markets served

GTM type

B2B

Offering type

Software

Cost components

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

Revenue model

1. Customer Support Business (カスタマーサポート事業): Call center support, FAQ management, chatbot support services. Core BPO services for enterprise contact centers.
2. IT Outsourcing Business (ITアウトソーシング事業): IT help desk, system operation/monitoring, manual creation, software quality assurance services.
3. Regional Revitalization Business (地域活性化事業): Regional talent matching (BUNTAN), government partnership projects for DX/innovation, migration support, regional talent development/education.

Pricing tiers

Go-to-market motion2 records

Distribution channels3 records

Marketing channels4 records

Core offering

SHIFT PLUS provides an AI-powered contact center platform built around two flagship products — AICO (an AI hybrid operations service that combines cloud CTI, voice biometrics, generative AI, and speech-to-text for automated and assisted customer support) and VoiceMill (a proprietary VOC analysis service using its original "行間解析" interlinear parsing method). The company also delivers contact center operations outsourcing, FAQ/chatbot managed services, manual preparation, and IT help desk support, primarily to Japanese enterprises and government organizations.

Product overview

SHIFT PLUS provides a portfolio of contact center AI solutions centered on two flagship products — AICO (AI hybrid operations service) and VoiceMill (VOC analysis service) — complemented by operational outsourcing services for contact centers, FAQ/chatbot managed services, manual creation, and regional revitalization initiatives. AICO is an ALL IN ONE platform that combines CTI, voice biometric authentication, AI operator automation, and post-call work automation powered by VoiceMill's VOC analysis. VoiceMill feeds structured customer intent data back into AICO to continuously improve AI response accuracy, forming a closed-loop system where customer voice analysis drives both AI optimization and content improvement.

Differentiator

Problem solved

Functional benefit

Products and services

• AICO (AI Hybrid Operation Service) AI hybrid operations service combining CTI, voiceprint authentication, generative AI, and speech-to-text for next-generation smart contact centers. Enables 24/7 AI operator automation of first-tier responses, automatic call summarization with CRM registration (up to 50% ACW reduction, documented up to 82% reduction), and voiceprint-based identity verification. Designed for enterprise and government contact center operations.
• VoiceMill VOC Analysis Service Proprietary Voice of Customer (VOC) analysis service that quantitatively analyzes and visualizes customer feedback using a human-mediated '行間解析' (between-the-lines parsing) method. Decomposes customer dialogue into structured elements (subject, topic, sub-topic, intent, emotion) and produces actionable reports for operational improvement, FAQ/chatbot content optimization, and generative AI training data. Analyzed over 100 companies and 50,000+ inquiry records.
• Contact Center Operations and Support Services Flexible contact center outsourcing and operations support including inbound/outbound customer support, B2B/B2C sales support, and 24/7/365 BCP-capable operations across multiple industries and languages. Tailored to client needs.
• FAQ / Chatbot Operations and Support Services End-to-end FAQ and chatbot implementation and managed services, including content creation, taxonomy design, AI learning, scenario authoring, and ongoing operational support. Tool-free approach with implementation track records for User Local, PKSHA, Zendesk, and KARAKURI platforms.
• Manual Preparation Support Services Documentation and manual creation services covering requirements definitions, design specifications, user manuals, and operational documentation for web systems, enterprise software, and applications in multiple formats (Word, Excel, PDF, web).
• Regional Revitalization Services (地域活性化事業) Regional revitalization services including the BUNTAN regional talent matching platform, government partnerships for DX and digital talent recruitment, local talent education programs, and IT/content enterprise employment support, primarily focused in Kochi Prefecture, Japan.
• IT Help Desk Service IT help desk service providing end-user technical support, system operation and monitoring, and related IT outsourcing support, bundled under the company's IT Outsourcing Business line.

Quantifiable outcome

• Up to 52% reduction in email response time (5min 15sec to 2min 30sec)
• +4 more outcomes

Named customers4 records

Segments3 records

Ideal customer profiles3 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Integration8 records

AI capability10 records

Feature3 records

Partnerships

Seven partnerships are on record, tiered core.

• CBA (株式会社コミュニケーションビジネスアヴェニュー)coreStrategic or Co-development Partner · 31 March 2026Business partnership for social implementation of next-generation contact centers using generative AI and AI agents. Both companies will jointly develop next-generation contact center infrastructure, conduct proof of concept for AI primary responses, operator support, and post-processing automation, and co-develop new services.
• AlgoXcoreStrategic or Co-development Partner · 2 September 2025Joint seminar on CS business efficiency using generative AI. AlgoX provides AI implementation strategy consulting while SHIFT PLUS contributes operational expertise in contact center AI utilization and VoiceMill analysis.
• NTTマーケティングアクトProCXcoreStrategic or Co-development Partner · 20 May 2025Joint seminar on AI agent era and contact center future, focusing on knowledge and data quality improvement strategies. Co-presentation on VOC utilization and AI implementation best practices.
• Bright PatterncoreTechnology or IntegrationCloud CTI technology provider integrated into AICO platform. Provides the cloud contact center infrastructure component of the AI hybrid operation service.
• NamiTechcoreTechnology or IntegrationVoice recognition technology provider offering 'NamiSense' high-precision voice recognition engine for voiceprint authentication and speech-to-text capabilities integrated in AICO.
• Library AIcoreTechnology or IntegrationGenerative AI application provider integrated into the AICO platform for AI operator capabilities and knowledge suggestions.
• AI Square (株式会社エーアイスクエア)coreStrategic or Co-development PartnerJoint seminar on next-generation contact center AI success strategies. AI Square provides high-precision summarization AI (QuickSummary 2.0, Navie) while SHIFT PLUS contributes AICO platform and operational expertise.

Scale indicators7 records

Recent moves6 records

Expansion highlights5 records

Broad incumbents

• Transcosmos: Major Japanese BPO and contact center services incumbent with a broad portfolio across CX, digital marketing, and contact center operations. A larger, established player competing for the same enterprise contact center outsourcing deals SHIFT PLUS targets, but with a much wider service breadth.
• Genesys: Global leader in CCaaS and customer experience orchestration, aggressively adding AI agent capabilities. Broader incumbent competing for enterprise contact center modernization deals globally, including in Japan, with overlapping agent-assist and AI automation functionality to AICO.
• NICE: Global enterprise software vendor specializing in contact center analytics, workforce engagement, and AI-driven CX. Larger incumbent with overlapping speech analytics, voice biometrics, and AI agent capabilities that compete with SHIFT PLUS's AICO platform in enterprise deals.
• Five9: Global cloud CCaaS provider investing heavily in generative AI and agentic AI for contact centers. Broader incumbent that competes for enterprise contact center modernization deals with bundled AI capabilities analogous to AICO's hybrid AI/CTI positioning.

Direct peers

• KARAKURI: Japanese AI chatbot vendor focused on customer support automation for enterprises. Directly comparable as a domestic Japanese AI customer service competitor; SHIFT PLUS lists KARAKURI as one of its integrated FAQ/chatbot platforms, indicating head-to-head enterprise deal overlap.
• User Local: Japanese AI chatbot and customer engagement vendor serving enterprise contact centers. Directly comparable as a Japan-based competitor in the FAQ/chatbot segment where SHIFT PLUS also competes, with SHIFT PLUS integrating User Local as one of its supported platforms.
• PKSHA: Japanese AI/NLP company offering chatbots and customer service AI to enterprise and government customers. Directly comparable as a domestic Japanese AI-for-CX specialist that SHIFT PLUS itself integrates alongside its own AICO platform, evidencing overlapping customer pursuits.
• TMJ: Large Japanese contact center BPO and solutions business. Directly comparable as a Japan-focused contact center BPO; notably the current SHIFT PLUS CEO spent 12 years at TMJ in call center management before joining SHIFT, underscoring operational overlap and talent market overlap.

Regional players

• NTT Marketing Act ProCX: NTT Group CX/BPO subsidiary operating contact center and customer experience services in Japan. Comparable as a Japanese CX services player with overlapping VOC and AI agent deployment focus; SHIFT PLUS's joint seminars and partnership indicate direct overlap in enterprise CX deals despite a different parent.

Emerging players

• AI Square: Japanese AI vendor providing high-precision summarization AI (QuickSummary 2.0, Navie) used in contact center and customer support contexts. Emerging player with partial overlap in AI-powered CX tooling where SHIFT PLUS is both a joint seminar partner and a competitor for AI operator workloads.

Market position

Strengths5 records

Weaknesses4 records

Competitive moat5 records

Key risks5 records

Key highlights7 records

Customer concentration

• Xx.com/SHIFTPLUS_KOUHO

Compliance3 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles9 records

Funding overview

Funding rounds

Investors

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 Shift plus