TEPCO EP Leverages Netskope to Secure Its AI-Driven Contact Center and Prevent Data Leaks

Security assurance became a critical challenge during this process. As a critical infrastructure provider responsible for a highly public service like energy supply, TEPCO EP is required to maintain even stricter information management than financial institutions. Thus, IT infrastructure renewal and security enhancement have always been inseparable. “It is important to create an environment where customers of all age groups can confidently use any channel—phone, web, or chat—as part of our omnichannel support approach,” says Tokunaga.

Another reason for the selection was the high-quality support. “After deployment, Netskope guided us through settings and fine-tuning step-by-step, sharing screens when needed. I felt confident entrusting them with our needs thanks to their customer success team’s dedication,” Tokunaga adds.

Additionally, the company centrally monitors logs from various cloud services, including CRM, voice bots, and systems for authentication and device management like SSO and MDM, all via Netskope. “Even from our Tokyo office, we can monitor issues occurring at remote sites in real time, which helps improve operational efficiency,” says Tokunaga.

“Netskope is not only a great product, but their strong support system is also a major advantage. I hope we can continue working closely together—even through the gritty process of rule-building—when we implement future systems,” Tokunaga concludes.

TEPCO EP’s initiative to enhance CX while balancing convenience and security will continue into the future.