ECS Telecom is collaborating with Bright Pattern, Naver Cloud, and others to expand the growing AI contact center market. In the domestic contact center market, where on-premise and cloud-based approaches coexist, ECS Telecom is moving beyond simple technological integration to a practical shift 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 to suit the customer's situation.


Nam Jeong-un, ECS team leader who presented the announcement 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 on-premise and cloud service types. While general cloud services provide all functions in an integrated manner, on-premise 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-as-a-service 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, businesses can leverage AI technologies to leverage features like callbots, chatbots, and digital ARS (automated voice response systems) while ensuring security.

One of the key advantages of this model is that it can be supported in a variety of environments.

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

In addition, by cooperating with Cloud Hub to build a 'Voice POP' service, we are integrating and supporting the 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', which 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 integrates AI technology to enable companies to communicate with customers through various channels, including messaging, chat, email, and video, in addition to voice, unlike traditional companies.

Thanks to this technological approach, Bright Pattern's solutions are currently being used by over 500 companies worldwide, 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 an existing Avaya-based infrastructure and introduced Bright Pattern's solution to improve efficiency.

As a result, 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, CEO of Pattern.


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 specialized 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 business.

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% annually until 2028, and is expected to surpass the market size of on-premise-based contact centers.

Naver Cloud provides not only public cloud services but also customized private cloud services tailored to the needs of businesses, addressing speed and security issues.

We provide AI solutions utilizing HyperClova technology, 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 appears to be.


“Many companies are now at a turning point where they are going beyond simply introducing technology 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 provide practical solutions so that domestic companies can provide faster and safer digital customer experiences.”