Question 1

How long does it take to build an AICC based on Amazon Connect?

Accepted Answer

If only basic features are applied, it can be built in approximately 1-2 months, and a full-stack integrated configuration including consultation screen (AIR Connect Portal), ticket system (Zendesk), dashboard, and operational settings can be completed within 2-4 months. However, the schedule may be adjusted depending on the company's consultation scale and integration scope.

Question 2

Can we migrate from an existing contact center (on-premises) to the cloud?

Accepted Answer

You can gradually migrate to an Amazon Connect-based AICC while maintaining your existing system. Even if there is high dependence on legacy equipment, CTI, and IVR, stable migration is possible through migration guides and integration modules.

Question 3

Can I integrate with CRMs like Zendesk or Salesforce?

Accepted Answer

AICC can organically integrate with major CRMs such as Zendesk and Salesforce through CTI, tickets, and customer information. You can build a CRM-based consultation environment with automatic customer information loading, automatic ticket creation, and consultation history synchronization.

Question 4

Can messenger channels like KakaoTalk and Naver Talk Talk also be integrated?

Accepted Answer

You can integrate various messenger channels such as KakaoTalk Consultation Talk, Naver Talk Talk, and web/app in-app chat to receive customer inquiries in real-time and process them in a single flow with chatbot, consultation chat, and CRM ticket systems.

Question 5

Is there a cost reduction effect when adopting AICC?

Accepted Answer

AICC can be expected to achieve a certain level of cost savings compared to traditional on-premises solutions due to cloud-based usage-based pricing, reduced infrastructure maintenance, and improved consultation handling efficiency through automation. The extent of cost savings may vary depending on the company's consultation volume and operational structure.

Question 6

Can I integrate the agent screen, dashboard, and ticket system all together?

Accepted Answer

All functions needed for operations such as consultation screen, tickets, consultation records, monitoring, and SLA management can be managed from a single screen. By integrating the tools used by the operations team and agents into one, you can significantly improve work efficiency.

Question 7

Can I also build GenAI-based chatbots or consultation agents together?

Accepted Answer

GenAI-based chatbots, voice bots, and consultation agent Agents can be seamlessly integrated with AICC, and advanced automation features such as automatic responses to repetitive inquiries, recommended responses for agents, and automatic summarization are supported.

Question 8

Can it be used in places with high security requirements like the financial sector?

Accepted Answer

We have experience building high-security AICC environments including dedicated authentication, security networks, network segmentation, and log management for financial companies, insurance companies, and public institutions, making it applicable. Amazon Connect has global security certifications, making it easy to meet security requirements.

Unleash AI for CX Innovation, AICC opens the future of customer experience.

AI Contact Center

Customer Success Story Online Fashion Commerce (K Company)

Maximizing Consultation Operational Efficiency
Through Cloud-Based AICC Transition

Customer Success Story Global Online Retailer (A Company, Australia)

Strengthening Customer Center Stability
Through Emergency Recovery System Adoption and Amazon Connect Reorganization

Customer Success Story Global Logistics & Delivery (H Company)

Improving Delivery/Reservation Inquiry Processing Quality
Through GenAI-Based Automation

Customer Success Story Online Fashion Commerce (K Company)

Maximizing Consultation Operational Efficiency
Through Cloud-Based AICC Transition

Awards and Recognition

Amazon Connect Service Delivery Partners

AWS Premier Tier Consulting Partner

AWS Competency: Data & Analytics, DevOps, Migration

AWS Agentic AI Specialization Partner

Amazon Security Lake Service Partner

Zendesk Official Solution Provider Partner

Amazon Connect-based AICC provides lower costs, higher stability, and superior customer experience. Check out the surest way to change your customer center operations today.

Unleash AI for CX Innovation, AICC opens the future of customer experience.

AI Contact Center

Customer Success Story Online Fashion Commerce (K Company)

Maximizing Consultation Operational EfficiencyThrough Cloud-Based AICC Transition

Awards and Recognition

Amazon Connect Service Delivery Partners

AWS Premier Tier Consulting Partner

AWS Competency: Data & Analytics, DevOps, Migration

AWS Agentic AI Specialization Partner

Amazon Security Lake Service Partner

Zendesk Official Solution Provider Partner

Amazon Connect-based AICC provides lower costs, higher stability, and superior customer experience. Check out the surest way to change your customer center operations today.

Maximizing Consultation Operational Efficiency
Through Cloud-Based AICC Transition