ECS Telecom is collaborating with Bright Pattern, Naver Cloud, and others to expand the AI contact center market, which has been growing recently. In the domestic contact center market where on-premise and cloud-based methods coexist, ECS Telecom is moving forward in earnest to move beyond simple technological linkage to a practical transformation centered on customer experience and to expand customer competitiveness.

ECS Telecom held a press conference at the Westin Chosun Seoul on the 27th and announced that it will strengthen cooperation with global AI contact center platform company Bright Pattern and Naver Cloud to expand the next-generation AI contact center (AICC) market.

ECS will provide an AI contact center using Naver Cloud infrastructure and other solutions using Bright Pattern's standard API.

ECS will provide services by configuring them on its own to suit the customer's situation.


ECS Team Leader Nam Jeong-woon, who gave the presentation that day, said that the AI contact center service is a model that provides customized services to specific customers while utilizing the advantages of the public cloud, and that a gradual increase in demand is expected.

Contact center services are divided into the existing on-premise method and the cloud service method. The general cloud service provides all functions in an integrated manner, but the on-premise method is preferred when a company wants a customized solution.

On the other hand, the build-to-order method had the problem of excessive maintenance and upgrade costs, so a new alternative was needed.

Accordingly, it was announced that the 'VPC (Virtual Private Cloud) based CCaaS (Contact Center as a Service)' model has emerged.

This allows individual businesses to take a service-based approach while maintaining an independent cloud environment.

The CCaaS model supplied to ECS was developed based on Naver Cloud and is configured to provide customized customer services in the financial cloud zone and enterprise zone.

In this environment, companies can utilize AI technologies such as callbots, chatbots, and digital ARS (automatic voice response systems) while ensuring security.

One of the key advantages of this model is that it can support a variety of environments.

It can be implemented in on-premise environments as well as public clouds, and services based on VMware and OpenStack KVM are also provided.

In addition, by cooperating with Cloud Hub to build the 'Voice POP' service, we are supporting the integrated lines of the three telecommunication companies and providing corporate services. It was made possible to realize a dedicated service environment.

Interest in this model is growing across various industries, including the financial sector.


Michael McCloskey, CEO of Bright Pattern, who followed up with a presentation, said that the 'omnichannel contact center' that integrates various channels to communicate with customers is becoming the new standard, moving away from the existing voice-centric contact center model.

Among them, Bright Pattern has developed a solution that uses AI technology to support communication with customers through various channels such as messaging, chat, email, and video, not just voice, unlike traditional companies.

Thanks to this technological approach, more than 500 companies around the world are currently utilizing Bright Pattern’s solutions, and customer satisfaction remains very high.

Bright Pattern emphasizes the importance of the Korean market and is collaborating with Naver to provide an AI-based contact center solution optimized for a private cloud environment.

A representative example is Lotte Card's infrastructure modernization.

Lotte Card was using the existing Avaya-based infrastructure and introduced Bright Pattern's solution to improve it more efficiently.

As a result, the customer response time was reduced by 60% by utilizing AI functions.

Bright “We are seeing significant success in the Korean market and are excited to have the opportunity to grow with a strong partner like Naver,” said Michael McCloskey, Pattern’s CEO.


Next, Naver Cloud Leader Park Cheol-woo gave a presentation.

Park Cheol-woo, the leader, said that while traditional on-premise contact centers have limitations in utilizing artificial intelligence, cloud-based contact centers can utilize high-performance infrastructure including special hardware such as GPUs. He added that with cloud service providers (CSPs) or managed service providers (MSPs) supporting this infrastructure, companies can reduce their operational burden and focus on their core tasks.

In particular, the cloud contact center market is showing rapid growth, and according to market analysis, it is expected to grow by an average of 25% per year until 2028, surpassing the market size of on-premise-based contact centers.

In the case of Naver Cloud, it provides not only public cloud but also customized private cloud services for companies to solve speed and security issues.

We provide AI solutions utilizing HyperClova technology, thereby contributing to maximizing the efficiency and stability of customer center operations.

Park Cheol-woo, the leader, said that the introduction of generative AI is leading to innovation in the contact center industry, and that more advanced technologies are expected to be applied in the future. He added that as customer response methods using AI become standardized, customer experience will be greatly improved, and companies will be able to secure competitiveness through this. It was reported that it appeared to be so.


“Many companies are now at a turning point where they are going beyond technology adoption and redesigning the entire customer experience,” said Hyun Hae-nam, CEO of ECS Telecom. “ECS Telecom, together with Britpattern and Naver Cloud, will continue to present practical solutions so that domestic companies can provide faster and safer digital customer experiences.”