Most Advanced AI Cloud Connecting Connecting Customers and Companies
As an AWS Premier Tier Partner, MegazoneCloud is the only partner in Korea capable of building all elements constituting AICC end-to-end in a single organization, from Amazon Connect, Bedrock-based GenAI, CRM integration, AI automation, to operation portals.
What limitations is Contact Center Operation facing right now?
Reduced Operational Efficiency
Call spikes at specific times causing long consultation wait times
Reduced productivity due to excessive After Call Work (ACW)
High Cost Burden
High initial investment costs for system construction
Continuous labor costs for handling simple/repetitive inquiries
Degraded Customer Experience
Deviation in response quality depending on agent capability and condition
Inconvenience of repeating the same explanation when changing channels
AIR Connect completes the roadmap for transforming corporate customer centers into AI-Native Contact Centers.
AIR Connect is MegazoneCloud's Full-Stack Cloud Contact Center Platform that integrates CTI, CRM, AI, and operation portals into a single structure based on Amazon Connect.
Based on the stability of Amazon Connect, we build an all-in-one customer center environment scalable according to company size and needs by combining Zendesk/Salesforce CRM integration, GenAI/Rulebot-based automation, and operation tools like AIR Connect Portal.
Cloud Transition Creating Greater Effects with Lower Costs
It can be built quickly without initial investment and significantly reduces operation/maintenance costs compared to on-premise. It provides an optimal structure to realize ROI in a short period by maximizing efficiency versus investment.
Flexible CX Architecture Expanding Immediately When Needed
New features such as voice, CRM, AI, and automation can be immediately expanded upon request. It is a future-proof structure that naturally follows service growth speed and market changes.
Connect and Analyze All Consultation and Customer Data in One Place
Faster and more accurate decision-making becomes possible based on KPI, VOC, and operational indicators by integrating and analyzing consultation, customer, and operation data on a single platform.
Design Creating Convenient Experience for Both Customers and Agents
Provides a fast and consistent consultation environment for customers, and intuitive UI and AI-based automation for agents. Delivers a high-quality CX experience that simultaneously increases employee efficiency and customer satisfaction.
AIR Connect Architecture & Key Capabilities
Constructing Entire Area of AICC based on Amazon Connect
Directly build overall core functions of Amazon Connect.
Voice Inbound/Outbound, IVR/ARS Configuration
Queue/Skill-based Routing
WebRTC Softphone
Recording/Monitoring/Evaluation
Real-time Statistics and Personnel Operation
AIR Connect Portal - Integrated Operation Portal for Korean Consultation Operations
AIR Connect Portal is a domestic integrated consultation portal directly developed by MegazoneCloud to complement the operational functions of Amazon Connect.
Integrated UI for Consultation Screen (Call, Ticket, Customer Info)
Agent Status/Attendance Management
Real-time KPI Monitoring (SLA, Inbound Rate, Response Rate, Abandonment Rate)
Queue Status, Personnel Operation, Skill Management
Integrated Status and Operation of AI Modules (Chatbot, Guidebot, Callbot)
Consultation Wrap-up Automation (ACW), Summary/Knowledge Recommendation Linkage
Complete Integration of CRM like Zendesk / Salesforce
AIR Connect provides a completely integrated single consultation flow from Amazon Connect-based consultation entry to CRM ticket creation, customer info lookup, and consultation record saving. Agents can check and process all information including calls, customer info, memos, tickets, and consultation history in a single UI without screen switching. It also supports additional module development beyond basic CRM functions.
Creation of CRM Internal In-App Dedicated Screen
Auto-linkage of Customer App and CRM Ticket Creation
Customizing Consultation UI/UX Optimized for Service
Expandable with AI-based Chatbot, Chat Counseling, Guidebot
AIR Connect not only naturally links with Amazon Connect, but AI Chatbot, AI Guidebot, and Chat Counseling solutions are standalone solutions that can be introduced and operated as independent products.
AI Chatbot: Automate FAQ/Delivery/Reservation handling with GenAI-based NLU
AI Guidebot: Real-time answer recommendation during consultation, document summarization, ACW automation
Chat Counseling: Manage Entry/Assignment/Transfer/Post-processing in one UI
AI Callbot: STT/TTS-based Voice Auto-response
Entire Structure of AIR Connect Service for AICC Construction
Through AIR Connect, companies can implement all functions necessary for customer center operation, from consultation infrastructure to agent screens, operation management, automation, and linkage, on a single platform.
AIR Connect
Amazon Connect based Cloud Contact Center Platform + CRM Integration + AI Contact Solution
Consultation Infrastructure Construction (Amazon Connect based CTI)
Voice Inbound/Outbound (IB/OB) Consultation
Queue/Skill-based Routing
Work Hours/Holidays/IVR/ARS Policy Settings
Automation and Voice Bot Expansion based on STT/TTS/LLM Linkage
WebRTC-based Softphone Provision
Support for Recording/Monitoring/Evaluation Functions
Agent Screen (AIR Connect Portal)
Single UI for Consultation/Ticket/Customer Info (Amazon Connect + CRM + AI Integrated Screen)
Real-time Consultation Status (Waiting/In-Call/ACW) and Task Monitoring
Consultation Record/History Lookup
Linkage with AI Guidebot/Knowledge Search/Auto-summarization Possible
Operation Dashboard & Monitoring (Supervisor Dashboard)
Single UI for Consultation/Ticket/Customer Info (Amazon Connect + CRM + AI Integrated Screen)
Real-time Consultation Status (Waiting/In-Call/ACW) and Task Monitoring
Consultation Record/History Lookup
Linkage with AI Guidebot/Knowledge Search/Auto-summarization Possible
Operation Automation (Lambda / Workflow based)
Auto Notification/SMS Sending after Consultation Ends
Inbound Customer Classification/Pre-processing Automation (AI-based Intent Analysis Possible)
Routing based on Customer Info (Routing by Customer Grade/Product/Region)
Auto Lookup of ERP/Order/Delivery Info and Delivery to Agent Screen
Repetitive Task Automation (Ticket Creation, Memo Auto-writing, etc.)
Auto Execution of AI Agent-based Business Processes Possible
Expansion & Linkage Functions (Integration Layer)
CRM Linkage: Zendesk / Salesforce / Custom CRM
Messenger Linkage: KakaoTalk SangdamTalk, Naver TalkTalk, WebChat, In-App Chat
Enterprise System Linkage: ERP / CRM / Delivery / Payment / Auth / Order API Linkage
AI Linkage: GenAI Agent, AI Chatbot, AI Callbot, AI Guidebot
Message Sending: AlimTalk/SMS/Push Sending (Megabird)
API-based Expansion Structure Connectable Anywhere: Web/App/Internal Systems
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Press Release
2025-08-18
MegazoneCloud and AWS Host 'AI Connect 2025'
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