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Business

Digital Contact Center

As a leading company in Korea's contact center system integration market,
from SMB to Enterprise scale, we have experience implementing all types of contact centers.
We provide a comprehensive solution from A to Z,
including consulting services and maintaining contact center systems optimized for clients

Business Areas

Consulting We suggest introducing customized contact center infrastructure by consulting capabilities and specialized processes refined over years of experience in contact center implementation. Additionally, we analyze our clients’ legacy systems and services and provide guidance on a new direction with advanced technology.
Implementation We develop our own digital contact center-specific solutions, from the infrastructure layer to the agent application. With solutions that reflect years of implementation knowledge, we help customers enhance business value and promote the profit.
Development We develop our own digital contact center-specific solutions, from the infrastructure layer to the agent application. With solutions that reflect years of implementation knowledge, we help customers enhance business value and promote the profit
Maintenance We believe that providing Managed Services holds higher value. Our aim is to enhance business competitiveness by offering stable infrastructure operations, resolving customer issues, and presenting future roadmaps.

SOLUTION

Integrated Routing

We support integrated routing that takes into consideration the diverse communication channels used by the client as well as their business environment and data. We also implement flexible routing strategies including digital integrated routing, business data-based routing and predictive routing, according to the client’s business environment. The infrastructural environment is set up so that it is as though everything is being operated at a single center, regardless of the number of centers and agents.

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SOLUTION

Omnichannel

An omnichannel environment is created in all system areas from the introduction of digital customer service channels to the agent desktop environment. Infrastructure design and implementation services are provided to ensure seamless connection in a complex communication environment that encompasses Voice Talk, Chat, Social Media, Virtual Web Communication and more.

SOLUTION

Customer Experience

The channels through which companies and their customers communicate are expanding and changing constantly. The Voice of the Customer (VoC) collected via diverse channels is analyzed and used toward improving the services and obtaining insight. Customer Experience Management (CEM) solution based on big data, helps to design optimized customer experience (journey).

SOLUTION

Outbound

We provide Outbound solutions (i.e. predictive dialing system, PDS) for customer management and sales. It is possible to run multichannel campaigns and conduct automated surveys for product quality control.

SOLUTION

Self Service

We have taken a step beyond the simple automated response system (ARS) and begun providing a self-service platform for end-users to process business transactions and obtain solutions on their own 24/7. This platform has been incorporated with AI to accommodate all the digital channels including agentless customer services

SOLUTION

WFO(Work Force Optimization)

With the solution with which we have gained the No. 1 share of the Korea WFO market, we provide an integrated operation and management solution for operation, performance and quality assurance (QA) of contact centers. Using this single solution, it is possible to predict the customer inflow through each center and channel, divide the work among the contact center agents and perform scheduling.

SOLUTION

Service Control

It is possible to extract and manage the meta data and the service flow of all the solutions applied at the contact center. The interactions with the customers are monitored and feedback is provided in real time in order to readily deal with unexpected situations.

SOLUTION

System Control

A stable operating environment is ensured by diagnosing the performance of major equipment by performing a health check on the major systems of the contact center infrastructure and executing related system control.

Integrated Routing

Integrated Routing
Omnichannel
Customer Experience
Outbound
Self Service
WFO
Service Control
System Control

Notable Strengths

Future-Oriented

We are committed to providing solutions for our customers to achieve further growth by investing into R&D projects on emerging technology such as artificial intelligence (AI) and Big Data, and we also propose the future direction for contact centers.

Security

By ensuring stable and secure services based on solutions and network redundancy, we maintain customer trust.

Scalability

We guarantee the scalability of our contact center solutions are up to pace with the business expansion of our customers based on virtualization and cloud technology.

Expertise

As the one and only total service provider in the contact center industry, we guarantee the quality of our services from diagnostic consulting to maintenance are up to standard.

Reference