P&Wソリューションズ Company Profile

This is a case of a customer who had little experience in operating a contact center (call center) and was operating in a trial-and-error manner using resources like the COPC textbook before implementation. Sweet is equipped with a wealth of practical, real-world features that are not covered in reference materials, allowing users to understand what information is needed and how that information is utilized simply by using the system. Even when creating work schedules, the UI is designed to allow for a step-by-step approach, enabling users to acquire the skills necessary for contact center operations through practical experience, so customers with little operational experience were able to use it without any issues. While Sweet has many features, it is okay not to master all of them from the start. The design allows users to begin with the minimum necessary functions and gradually increase features according to their proficiency and pace, enabling them to improve accuracy without strain. The reasons for adopting Sweet include its ability to seamlessly handle everything from workload forecasting to optimal personnel allocation, personnel management, attendance management, and seating arrangements, with each function meticulously designed based on practical needs, which has received high praise.

P&W Solutions (Shinagawa, Tokyo, President Toshiyuki Omiya) has been awarded the "2023 Frost & Sullivan Japan Market Workforce Management Solution Industry Excellence - Competitive Strategy Leadership Award," selected by the marketing, market research, and consulting company Frost & Sullivan. This marks the eighth time they have received this award. They provide the "Sweet Series," which excels in scalability and customization for contact centers (call centers) of all sizes and complexities, evolving WFM (Workforce Management) solutions from mere cost management tools into integrated core management systems for contact centers. Additionally, by deeply understanding the challenges and needs of each customer and developing and executing strategies that keep the customer in mind—such as practical consulting approaches and rapid solutions that include customization through the "Sweet Series"—they have secured their position as a trusted partner and market leader, which has been recognized with this award.