transcosmos celebrates the 20th anniversary of its CX business in China

transcosmos inc.November 2, 2026

Contributing to clients’ continued growth through AI transformation, leveraging the business foundation built over 20 years in the Chinese market

TOKYO, Nov. 2, 2026 /PRNewswire/ — transcosmos today announced that it held a ceremony in Shanghai, China, on October 16, 2026, to commemorate the 20th anniversary of its CX business in China. At the ceremony, transcosmos looked back on its journey in the Chinese market and introduced its future strategy for the AI era.

20th anniversary ceremony in China (1)

Building a comprehensive digital services foundation over 20 years in the Chinese market

transcosmos launched its contact center business in Shanghai in 2006 and expanded into the e-commerce business in 2009. By responding to the evolving needs of the Chinese market, the company has steadily grown its business. Today, transcosmos has expanded its operations to more than 10 cities across China and has grown into a company serving more than 100 clients.

In its contact center business, transcosmos has expanded its operational footprint from major cities such as Shanghai to regional hub cities including Xi’an, Hefei, Wuhan, Zhengzhou, and Changsha, as well as local cities such as Rizhao and Neijiang, establishing a service network that covers a broad range of regions across China. Through its e-commerce one-stop services, transcosmos provides comprehensive support for brands, from strategy development to execution, through data-driven store operations, live-streaming operations, CRM, and marketing activities aimed at maximizing sales.

In addition, transcosmos has developed its omnichannel contact center platform, “trans-CRM”, which integrates diverse customer touchpoints such as telephone, online chat, and WeChat to enable centralized operations across channels. Through this platform, the company has established a service delivery framework capable of addressing the diverse needs of clients.
Accelerating AI adoption and advancing a new service model where people and AI collaborate

Advances in AI are bringing significant changes to the BPO industry. As AI adoption expands across a wide range of business operations, services are becoming increasingly sophisticated. transcosmos has established an AI service delivery framework at an early stage and is enhancing its services by combining AI with its operational expertise.

transcosmos is systematically promoting the use of AI across both of its core businesses, contact centers and e-commerce one-stop services. In its contact center business, AI has been introduced across a broad range of day-to-day operations, including knowledge bases, chatbots, voice bots, service quality assurance, training, automated summarization of customer interactions, automation of VoC utilization, and recruitment support. In its e-commerce one-stop services business, transcosmos is expanding the use of AI to areas such as livestreaming, digital advertising, creative production, and generative AI search optimization (GEO). AI is also being used to improve the efficiency of online monitoring and inspection services designed to enhance the operational efficiency of offline stores.

transcosmos will continue to combine industry and operational expertise with AI technologies to promote the use of AI agents that evolve alongside its clients. By supporting the effective use of data assets and improving productivity across organizations, transcosmos aims to help realize an operating model in which people and AI collaborate by leveraging their respective strengths.

Leveraging the business foundation built over 20 years in the Chinese market, transcosmos will continue to contribute to the growth of its clients and the creation of new value through AI transformation.

transcosmos history in China

transcosmos entered the Chinese market and launched its offshore services business in 1995. In 2006, the company opened its first call center in Shanghai and started to provide call center services for the Chinese market. Today, transcosmos has its bases and subsidiaries across 25 cities in China including Shanghai, Beijing, Tenzin, Hefei, Changsha, Xi’an, Wuhan, Neijiang, Kunshan, Zhengzhou, Rizhao, Suzhou, Taipei and more. The company offers extensive services such as business process outsourcing (BPO) including contact centers, e-commerce one-stop, customer experience, digital marketing, and system development for both Chinese and global brands.

*transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries.

*Other company names and product or service names used here are trademarks or registered trademarks of respective companies.

About transcosmos inc.

transcosmos launched its operations in 1966. Since then, we have united superior “people” with cutting-edge “technology” to enhance the competitive strength of our clients by providing them with superior and valuable services. transcosmos currently offers services that support clients’ business processes, focusing on both sales expansion and cost optimization through our 189 bases across 36 countries/regions with a focus on Asia, while continuously pursuing Operational Excellence. Furthermore, following the expansion of the e-commerce market on a global scale, transcosmos provides comprehensive One-Stop Global E-Commerce Services to deliver our clients’ excellent products and services to consumers in 46 countries/regions around the globe. transcosmos is committed to treating the challenges of its clients and society as its own—discussing and addressing their issues from planning to execution—and Make It Real, Together. Visit us here https://www.trans-cosmos.co.jp/english/

20th anniversary ceremony in China (2)