Services & Solutions
Contact Center
Contact Center
“Hello, how may I help you today?” Hearing the friendly voice of the customer service representative put my mind at ease after I was finally connected.
But call centers always seem busy. Do we really have to make a phone call to receive service?
You can send requests by e-mail while working in the office and get responses via your smartphone while working off-site.
And when there is no internet connection, you make a phone call to be connected.
Is there a simplified and consolidated way for customers to access all these resources via one solution? That's where smart contact center solutions come in.
ECS Telecom consistently conducts research and development to provide solutions
tailored to customer needs, with a focus on building contact centers.
The company's offerings include the core call infrastructure systems such as
exchanges, IVR, and networks, as well as ESP-r (Reporting) for effective operational management of centers through statistical analysis.
Additionally, ESP-m (Multichannel) ensures consistent management of diverse access experiences.
In addition, ECS Telecom offers top-notch solutions for smart contact centers,
such as Digital ASOptio, an effective self-service solution that enables the same experience
no matter which channel you access, and Digital Engagement, Digital ViewAssist, Digital Form, among others, designed to enhance the digital experience and functionality of contact centers.
The IT environment is changing more and more rapidly, and the wind of digital innovation is blowing through contact centers as well.
In the global trend of using artificial intelligence(AI) technology to increase efficiency and improve service quality compared to existing contact centers,
ECS Telecom provides differentiated services and the best customer experience.
Through partnership with global vendors such as Avaya, Cisco, and Nice,
based on call infrastructure system or cloud (CCaaS) platform, combining various IT technologies
such as artificial intelligence (AI), chatbot, callbot, STT/TA, voice authentication, big data, and CX analysis,
we present the answer to transform into a customer-tailored AI contact center (AICC).
AICC (Artificial Intelligence Contact Center)
Artificial Intelligence Contact Center (AICC) is a next-generation intelligent platform
that includes a channel integration hub and artificial intelligence-based digital services.
By combining AI technologies (STT/TTS, NLU, TA, etc.) into the call infrastructure of contact centers,
AICC maximizes the productivity of agents, enhances customer service satisfaction, and reduces operational costs.
ECS Telecom's AICC solution not only encompasses the technical value of
AI algorithm development but also offers functional value like
conversation services, consultation support, and operational assistance
based on innovative artificial intelligence technology.
Moreover, ECS's AICC solution offers experiential value by enhancing customer experience
through natural interaction with AI which improves the experience for agent operators.
Furthermore, to manage the quality of service of voice bots (call bots), which are replacing
counselors at AICC, we have developed our own evaluation metrics called 'AI-based Contact
Center Voice Bot Quality Evaluation Metrics.' These metrics evaluate the service quality of
voice bots (call bots) in a manner similar to QA&QC, which is used to assess counselors at
contact centers, and suggest ways to enhance customer experience.
Cloud Contact Center
CCaaS (Contact Center as a Service) is a cloud-based contact center that allows you to quickly introduce and conveniently use
all call systems (IPCC), infrastructure, and various applications required to build a contact center within a cloud platform.
Since there is no need to build contact center HW equipment, the installation time is short, the scale can be flexibly expanded according to
business situations, and the initial and maintenance costs of system construction, development, and integration can be minimized.
CC for dedicated cloud allows the use of an independent and exclusive cloud
contact center by customizing the contact center system to a specific cloud.
Because the contact center system operates privately, it offers strong security
measures, and users have the freedom to implement desired functionalities as
they wish.
