SK Telecom utilizing Genesys call-center software

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SK Telecom utilizing Genesys call-center software

Published: 29 Jun. 2021, 19:00

A model demonstrates SK Telecom's AI Contact Center (AICC) service. [SK TELECOM]

SK Telecom announced it stepped into the automated contact center market on Tuesday.

The mobile carrier opened its software-powered contact center, SKT AICC, on Tuesday, partnering with Daly City, California-based contact center software provider Genesys.

A contact center deals with customer communication via not only calls, but also emails, social media, and web. SK Telecom's AICC will offer automated voice recognition service to understand customer inquiries and software for automated voice responses. Simple and repetitive questions will be instantly answered with its chat bot service.

Corporate customers that use the AICC service will get access to SK Telecom's Maptics, a tool that analyzes business data such as the number of passersby or the optimum location of businesses.

As a cloud-based service, SKT AICC also plans to target companies with overseas branches, saving business from the inconvenience of establishing physical contact centers in every country they tap into.

“Based on contact center experience and partnership with Genesys, we plan on expanding our business to provide a variety of subscription-based AICC services for our corporate customers,” said Lee Yong-ik, head of the cloud business development unit at SK Telecom. “We will support many other companies to build contact center infrastructure through AI and cloud technology, accelerating digital innovation.”

BY LEE TAE-HEE [lee.taehee2@joongang.co.kr]