TOKYO, Oct. 27, 2026 — NTT DOCOMO BUSINESS, Inc. is pleased to announce that its AI-native SaaS-based communication service “docomo business ANCAR” has been recognized as a Runner-Up, directly behind the Winner, for its industry-leading innovation, in the Communications Service Providers (CSPs) category for the Asia-Pacific region of the U.S.-based Gartner Eye on Innovation Awards 2026.

Last year, NTT DOCOMO BUSINESS became the first Japan-based company to be selected as the Winner² for docomo business RINK, a network as a service (NaaS)¹ solution that integrates comprehensive security and network functionality. With this latest selection, NTT DOCOMO BUSINESS has been honored at the Eye on Innovation Awards for two consecutive years.

1.NTT DOCOMO BUSINESS’s Initiatives and Key Service Features

docomo business ANCAR is a SaaS-based communications service that converges telecommunications carrier infrastructure with AI to enhance and optimize various corporate customer touchpoints, including contact centers, branch offices, and retail stores.

1.1 Development Background
Enterprises in Japan are facing chronic labor shortages due to an aging and shrinking workforce, as well as operational challenges such as inconsistent service quality and the need to address customer harassment. As a result, businesses are in greater need of sophisticated, AI-enabled customer interaction capabilities. However, traditional implementations have typically relied on customized deployments for each system, leading to higher costs and longer delivery timelines. Consequently, access to advanced AI capabilities is often limited to enterprises with extensive IT budgets.

1.2 Value Provided to Customers
The service seamlessly fuses carrier-grade voice service infrastructure with AI to deliver an integrated, SaaS-based communication platform. The service ensures responsive customer service, eliminating wait times and confusion. It also alleviates employee workloads and drives continuous operational improvements and business growth rooted in the voice of the customer.

In addition to intelligent call routing tailored to callers’ needs, 24/7 AI-driven automated responses, and call recording to mitigate customer abuse and improve operational efficiency, the service provides an end-to-end suite that spans touchpoint data analysis and actionable improvement recommendations. This enables enterprises to streamline not only customer support but also to comprehensively enhance Customer Experience (CX) and Employee Experience (EX), driving data-informed business transformation and sustainable growth.

Leveraging DOCOMO’s unique strengths as a telecommunications carrier, the service delivers the following core benefits:

• Reliable, Always-Connected Customer Touchpoints:The service ensures the seamless continuity of automated customer responses by embedding AI directly into the carrier network. This feature works even during sudden call volume spikes or customer-premises equipment failures. Also, uninterrupted customer contact mitigates missed business opportunities and strengthens customer satisfaction.
• Rapid, Cost-Effective Deployment:The service can be added directly into existing voice services without requiring new on-premises hardware or large-scale systems integration, allowing enterprises to begin using the service quickly and cost-effectively. Advanced AI functionality, which previously required substantial capital investment, can now be deployed and expanded incrementally by organizations of any size.
• Harnessing Touchpoint Data for Operational Improvement and Business Growth:The service visualizes and analyzes call data, including pre-connection insights, to identify inquiry trends and customer service bottlenecks. This drives enhanced service quality and business process optimization. Furthermore, by uncovering actionable insights across integrated omnichannel touchpoint data, the service empowers companies to refine products and services and enhance marketing strategies, fueling ongoing business growth.

1.3 Outcomes
The deployment of this service has produced the following operational results:

• Contact Center Routing Efficiency:At NTT Group contact centers, long, multi-tiered Interactive Voice Response (IVR) and transfer delays caused by misdialed menu options were persistent challenges. Implementing docomo business ANCAR Routing enables callers to state their inquiries in natural language, which allows the AI to route calls to appropriate departments with approximately 80% accuracy (up from less than 70% previously) while reducing time-to-connection by 30%.
• Rapid Multi-Site Retail Rollout:Deploying call recording and AI-driven summarization across retail stores nationwide previously required weeks of on-site configuration and setup per location. However, by utilizing docomo business ANCAR Rec, Convert, and Summarize, this process is reduced to minutes, enabling a rapid nationwide rollout while significantly reducing employee workloads.

2.Outlook

Drawing upon its technological expertise and know-how cultivated through enterprise voice and contact center services, NTT DOCOMO BUSINESS will continue to evolve docomo business ANCAR. Looking ahead, the company will pursue the development of autonomous AI agents that can handle end-to-end customer interactions, such as inquiries and appointment bookings, starting directly from existing telephone numbers, ultimately to enhance CX and EX while driving sustainable business growth.

About the Eye on Innovation Awards

The Gartner Eye on Innovation Awards (EOI) are the world's leading competition that honors organizations for achieving tangible business impact through the innovative use of technology.
The Gartner-hosted Eye on Innovation Awards celebrate CSPs worldwide that have achieved best-in-class technological innovation through initiatives that deploy cutting-edge technologies and create new value. According to Gartner, “Gartner analysts will unveil the finalists and winners from around the globe and spotlight the technologies, strategies, and business outcomes behind their success. Walk away with actionable ideas and inspiration for your own innovation agenda.”³ Gartner also states that, “A panel of judges comprising of senior industry/org size segment executives worldwide will score the finalists based on a Gartner-defined rubric.”³ Following this evaluation process, which includes initial screening by Gartner analysts and a review by global telecommunications industry executives, both Winners and Runners-up are determined.

Reference:

The docomo business ANCAR video that was submitted for the Eye on Innovation Awards can be viewed on the Gartner website.

Related Link:

docomo business ANCAR^® (in Japanese)

Note:

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About NTT DOCOMO BUSINESS

NTT DOCOMO BUSINESS, Inc. is Japan’s leading comprehensive global ICT solutions provider. We are an Industrial and Regional AX Platformer driving digital transformation across industries and communities, enabling the development of a decentralized, autonomous, and collaborative society where businesses and communities can thrive sustainably. Our mission is to unlock new value and help create prosperity for all. For more information, please visit https://www.ntt.com/en/.