1. Overview (Project Background)

Megazone Cloud's customer service center faced various challenges including increased operational costs, delayed incident response, and system expansion limitations due to aging on-premises-based call center systems that had been operated for a long time.

In particular, as demands for operational efficiency such as consultation flow automation, real-time monitoring, and IVR structure improvement increased, the core objective of this project was to transition to an Amazon Connect-based cloud contact center (AICC) to enhance stability, efficiency, and scalability.

2. Challenge (Problem Definition)

The customer service center operational environment had the following structural issues.

• Aging on-premises equipment and increased maintenance costs

• Reduced operational visibility due to lack of real-time statistics and dashboards

• Inconsistent consultation flow quality across agents due to automation limitations

• High costs and time required for modifications and expansion due to complex IVR structure

• Reduced service stability and increased MTTR due to inadequate incident response procedures

These issues negatively impacted both overall customer service center performance and cost efficiency.

3. Solution (Resolution Approach)

Megazone Cloud conducted a comprehensive analysis of the existing environment and implemented the following improvements with an Amazon Connect-centered AICC architecture.

• Migrated entire CTI infrastructure to Amazon Connect-based platform
  Eliminated on-premises equipment dependency and transitioned to a cloud-based infrastructure with high availability and scalability.

• Established AWS Lambda-based operational automation
  Automated repetitive tasks such as automatic SMS sending after customer consultation and status updates to reduce operational burden.

• Redesigned and simplified IVR structure
  Analyzed consultation flows to improve existing complex scenarios and reorganized the system so that both customers and agents can use it clearly.

• Integrated operational screens through AIR Connect Portal
  Consolidated scattered functions including consultation screen, statistics, dashboard, consultation history, and operational settings into a single portal for unified management.

• Established real-time KPI-based operational system
  Enhanced operational decision-making by monitoring inbound rate, response rate, abandonment rate, and agent status in real-time.

• Advanced incident response system
  Reorganized monitoring and alerting system to align with Amazon Connect structure, significantly improving service stability and recovery speed.

4. Result (Achievements)

• Cost Optimization - Approximately 15% monthly operational cost reduction
  Significant cost savings were achieved as on-premises maintenance and equipment costs were eliminated.

• Improved response quality through automation and restructuring
  IVR improvements and enhanced automation capabilities simplified consultation flows and standardized quality.

• Improved operational agility through real-time monitoring
  Real-time operational metrics can now be immediately confirmed and addressed through the dashboard.

• Enhanced incident response speed and service stability
  Transition to cloud-based infrastructure reduced incident occurrence and shortened MTTR.

• Secured architecture scalability
  A structure has been established that allows easy addition of various channels and features such as chat, bot, and AI in the future.