1. Overview (Project Background)

Company K operates a fashion e-commerce platform, and as customer inquiries continued to increase, there was a need to improve consultation stability and operational efficiency.

Previously, the company operated Genesys voice system and Zendesk ticket system in parallel, but due to fragmentation between systems, the consultation flow was not unified, and consultation statistics were missing or not consolidated, leading to ongoing operational difficulties.

In particular, with rapidly changing e-commerce customer experience (CX) requirements, there was an urgent need for omnichannel consultation systems, real-time KPI-based operations, and advanced customer tier and membership-based service delivery.

Accordingly, Company K pursued a project to transition to a cloud-based AICC based on Amazon Connect to simultaneously achieve operational efficiency and customer experience innovation.

2. Challenge (Problem Definition)

Company K faced the following key challenges in existing customer center operations.

• Voice, ticket, and statistics systems are separated, resulting in fragmented consultation flow and reduced operational efficiency

• Lack of a system to monitor key KPIs such as inbound rate, answer rate, and abandonment rate in real-time

• Inconsistency in intelligent network numbers and DID configuration, leading to increased operational costs and risk of failures

• Limited customer identification capabilities, making it difficult to provide personalized consultation based on VIP and membership status

• Agent screens, tickets, and call records are scattered across multiple tools, resulting in degraded consultation experience quality

These issues resulted in constraints on both CX quality improvement and operational optimization, and a company-wide customer center operation strategy review was necessary.

3. Solution (Resolution Approach)

Megazone Cloud presented a cloud-native AICC implementation plan integrating Amazon Connect and Zendesk based on Company K's requirements.

• Building an Integrated Consultation Environment Based on Amazon Connect & Zendesk
  The existing on-premises voice system was transitioned to Amazon Connect and seamlessly integrated with Zendesk Support to implement an integrated customer center where voice, tickets, and customer information flow through a single process.

• Rebuilding Real-Time KPI-Based Dashboard
  The dashboard was reconfigured based on AIR Connect Portal to enable real-time visibility of key operational metrics such as inbound rate, answer rate, abandonment rate, and wait time, enhancing operational visibility.

• Intelligent Network & DID Structure Reorganization
  The number structure that was operated redundantly and inefficiently was redesigned to improve stability and cost efficiency.

• Developing Customer Tier (VIP/Membership) Based Service Automation
  A feature was added to identify customer tier at the initial consultation stage and provide customized routing and priority service.

• Providing Single Consultation Screen Through AIR Connect Portal
  An integrated operations screen was built to manage agent screens, tickets, customer history, statistics, and agent status in a single UI, simultaneously achieving standardization of operational processes and improvement in consultation quality.

4. Result (Outcomes)

• Improved Operational Response Speed Through Real-Time KPI Visualization
  The entire operations team can now immediately grasp inbound volume, wait situations, and SLA compliance, enabling faster operational decision-making and establishing a system for early response to consultation delays.

• Ensured Stability and Cost Reduction Through Intelligent Network and DID Structure Optimization
  Unnecessary lines and DID configurations were improved, reducing failure risk and operational costs.

• Enhanced Customer Experience Through VIP and Membership-Based Personalized Consultation
  Priority service and sophisticated routing based on customer tier became possible, improving consultation quality for premium customers and reducing churn rate.

• Improved Agent UX and Reduced After-Call Work Time
  With the adoption of AIR Connect Portal, agents can now handle all tasks on a single screen, increasing focus on consultation, and features such as automatic summarization and automatic note-taking have reduced after-call work (ACW) time.