SKT Commercializes Pay-As-You-Go Contact Center Service Based on AWS Cloud

[Asia Economy Reporter Joselgina] SK Telecom commercialized a fully pay-per-use cloud contact center service based on Amazon Connect through strategic cooperation with Amazon Web Services (AWS) on the 13th.

The smart contact center is a Software as a Service (SaaS) optimized to respond to customer consultation requests such as calls and chats. It is characterized by applying various SK Telecom AI technologies such as STT (Speech To Text), TTS (Text To Speech), and chatbots based on a flexible and scalable cloud infrastructure.

In addition, considering the increasing reality of remote consultations, it also supports a remote work environment based on VMI (Virtual Mobile Infrastructure) for efficient remote consultations.

While building a customer center previously required large-scale investments such as separate system and solution construction and took 2 to 3 months to build, SK Telecom’s smart contact center can be used immediately within 1 to 2 days without separate equipment investment, so it is expected that companies with heavy infrastructure investment burdens can use it efficiently.

SK Telecom stated, "As a pay-per-use service that charges only for the amount of customer response, it can reduce costs by up to 80% compared to build-type call centers that require large-scale investments or monthly subscription call centers that charge fixed costs per consultation seat."

SK Telecom has already completed verification of the smart contact center service for commerce, telecommunications, and startup customer centers, and plans to actively expand into various fields such as finance and distribution starting with this commercialization. In addition, it plans to expand the service ecosystem with AWS through joint marketing and promotions, as well as Hanil Networks, which is in charge of solution development and operation.

Lee Yong-ik, head of 5GX B2B Business Development at SK Telecom, said, “The smart contact center is the first cloud service product provided by SKT based on AWS cloud, which has important significance,” and added, “We plan to expand the business targeting small and medium-sized enterprises, SOHO operators, startups who feel burdened by customer center construction and operation, and medium to large enterprises with high cost reduction needs for existing call centers.”

This content was produced with the assistance of AI translation services.