When trust drives tech: How NTT Com Online and Infobip are shaping the future of CPaaS in Japan 

In Japan digital behavior is shaped by cultural preferences and platform loyalty. Customers fluidly move across channels, LINE, SMS, Email, social media, choosing what fits the moment. And what does that mean for businesses trying to stay connected? Instead of improving connectivity, it often creates friction, fragments interactions, and complicates communication flows. 

NTT Com Online has long been a trusted leader in customer engagement in Japan, notably as the nation’s leading SMS aggregator. That’s why we sat down with President and CEO Yoshi Tsukamoto to see how they are helping businesses connect with customers, where staying ahead meant rethinking the entire conversation flow. 

The challenge: Fragmented customer journeys 

The goal isn’t simply to reach more people, it is to reach them more meaningfully, at the right time, on the right channel. 

Let’s take a typical customer journey. Someone applies for a subscription online. But they leave out one piece of information. The contact center calls, no answer. They send an email, it gets buried. A few days later, an SMS finally reaches them, and they respond. The issue is resolved. 

Each communication step worked—individually. But there’s no flow holding it together. Meaning the tools were effective, but how well do they work together?  

Businesses can no longer afford to treat each channel as a silo. Instead, they need to orchestrate conversations that move fluidly across platforms, mirroring the way customers themselves communicate. 

Recognizing this challenge, NTT Com Online realized that the future of customer experience isn’t chasing after every new channel and adding them to their stack, but about creating seamless movement between channels—where conversations feel continuous, not broken. This approach is especially vital in Japan, where digital interactions are shaped by subtle preferences and high expectations for privacy and reliability. 

Trust at the core of innovation 

Japanese businesses want partners who understand their market, respect their values, and are committed for the long haul. That’s why NTT Com Online and Infobip have joined forces to deliver a solution tailored specifically for Japan. 

NTT CPaaS, the new platform born from this partnership, combines NTT’s robust SMS and Voice delivery network (the largest in Japan) with Infobip’s cutting-edge CPaaS technology. The result: a fully localized, omnichannel communication platform that empowers enterprises to engage customers across SMS, Voice, webRTC, Live Chat, and international messaging. AI-driven, no-code engagement tools make it easy for businesses to create personalized, automated journeys—without sacrificing the human touch. 

Why localization matters in Japan 

Japan’s SaaS and cloud market is booming, with public cloud services revenue projected to reach $8.63 billion in 2024 and nearly triple by 2029. Yet, Japanese companies are still early in their SaaS journey, and local market needs are unique. Security, data privacy, and regulatory compliance are top priorities, especially in sectors like finance, healthcare, and manufacturing. 

NTT CPaaS addresses these needs head-on. By integrating Infobip’s global technology with NTT’s local expertise, the platform offers: 

• Japanese language support and payment options 
• Seamless integration with existing business systems 
• Compliance with local regulations and security standards 
• Support for popular Japanese channels like LINE alongside global standards like SMS and Voice

With NTT CPaaS, businesses can finally break down channel silos and create unified customer journeys. For example a bank can send a real-time SMS alert, follow up with a secure voice call, and confirm actions via LINE, all in a single, orchestrated flow. Or an eCommerce company can automate order updates across email, SMS, and chat, ensuring customers are always in the loop, no matter their preferred channel. 

Redifining customer engagement 

The partnership between NTT Com Online and Infobip sets a new benchmark for CPaaS in Japan. It’s a model built on trust, technical excellence, and a deep understanding of local needs. As digital transformation accelerates, Japanese enterprises are seeking scalable, efficient, and secure communication solutions that can adapt to rapidly changing customer behaviors. 

The collaboration between NTT Com Online and Infobip proves that when companies invest in understanding local needs, commit to long-term partnerships, and put trust at the center of innovation, they can shape the future of communication. 

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