SK Telecom forges partnership with U.S. contact center software company Genesys

Lim Chang-won Reporter() | Posted : June 29, 2021, 10:35 | Updated : June 29, 2021, 10:35

[Courtesy of SK Telecom]

SEOUL -- Genesys, a leading contact center software provider based in California, teamed up with South Korea's top mobile carrier, SK Telecom, to unleash an artificial intelligence contact center solution. They would support the digital conversion of contact centers by companies based on their business-optimized subscription models.

SK Telecom (SKT) said its AI technology and experience in operating a customer center would be combined with Genesys' cloud contact center platform service to introduce a subscription model optimized for each company size. Through joint operations, they aim to achieve a top position in the cloud contact center market, including the financial sector, by 2024.

"The partnership with SKT is expected to allow companies to provide personalized customer experiences by using innovative technologies such as AI and big data and support their overseas expansion," Genesis Korea's country manager Jin Jae-hyung said in a statement on June 29.

SKT said the solution called "SKT AICC" can greatly improve the productivity of counseling tasks by easily accepting customer inquiries and providing answers by applying AI technologies such as voice recognition, voice synthesis and chatbot, a computer program or an artificial intelligence which conducts a conversation via auditory or textual methods.

SKT's commercial area analysis solution will be used to help small and medium-sized companies conduct customized marketing for each customer. The company said it would provide cloud-based services so that South Korean businesses can operate integrated contact centers at home and abroad. Companies operating overseas branches do not need separate contact centers and manpower.

"We will expand AICC services based on various subscription models demanded by corporate customers through our contact center business experience and partnership with Genesys," SKT's cloud service development manager Lee Yong-ik said, adding his company would actively support corporate digital innovation through the establishment of counseling infrastructure based on AI and cloud technologies.

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