Genesys, a leading contact centre software provider, has partnered with South Korea’s top mobile carrier, SK Telecom, to implement an AI contact centre solution. Genesys will support the digital transformation of contact centres by companies based on their business-optimised subscription models.
SK Telecom said its AI technology and experience in operating a contact centre will be improved by Genesys’ cloud contact centre platform service to introduce a subscription model optimised for every company size. Through joint operations, they aim to achieve a top position in the cloud contact center market by 2024.
Genesys Korea’s country manager Jin Jae-hyung said in a statement: “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,”
SKT’s solution SKT AICC can greatly improve the productivity of tasks by easily accepting customer inquiries and providing answers using AI technologies such as voice recognition, voice synthesis, or chatbot, a computer programme, or AI that will conduct a written or spoken conversation.
SKT said it will provide cloud-based services to South Korean businesses to help their contact centres operate remotely.
SKT’s cloud service development manager Lee Yong-ik said: “We will expand AICC services based on various subscription models demanded by corporate customers through our contact center business experience and partnership with Genesys,”
Lee also added that his company would actively support corporate digital innovation through the establishment of counseling infrastructure based on AI and cloud technologies.
