ECS Telecom (CEO Haenam Hyun) is making a full-fledged entry into the cloud contact center (CCaaS) market and is moving forward in earnest to improve customer service for domestic companies. Through this, the company expressed confidence that it would lead the domestic CCaaS market, which still has a low penetration rate.

On the 29th, ECS held a launch conference and press conference for the 'NICE CXone' platform with NICE at the Grand InterContinental Seoul Parnas in Samseong-dong.

Cloud Content Center is a customer service solution that operates in the cloud.

Existing on-premise systems have found it difficult to flexibly respond to changing customer needs, such as AI utilization, multi-channel integration, and self-service, but CCaaS can manage communication with customers via the Internet without separate physical equipment, and can flexibly expand or reduce infrastructure in line with business growth, enabling efficient operation.

NICE CXone, jointly launched by ECS and NICE, uses AI to automate customer support processes and integrate various digital channels to manage customer interactions more efficiently.

This allows customer support agents to provide personalized service, analyze massive amounts of data to predict customer needs, and ensure an optimized customer experience.

ECS plans to provide CXone optimized for the Korean market. We support customized solutions tailored to the needs of customers in various industries, including finance, manufacturing, distribution, and service.

In particular, we plan to strengthen Korean language support and help customers make the most of CXone's various functions through seamless integration with other solutions.

Additionally, we plan to increase accessibility so that more companies can easily adopt cloud-based contact center solutions through flexible pricing policies.

Accordingly, ECS has developed a portal through which customers can directly monitor and manage their operational status, and plans to also propose solutions utilizing generative AI to customers.

“CCaaS’s share of the domestic contact center market is currently less than 10%, but it is expected to increase to 50% in the next 3 to 4 years,” said Hyun Hae-nam, CEO of ECS Telecom. “ECS, which has already provided trusted solutions to many customers, will continue to maintain its value in the CCaaS market.”