1. Overview (Project Background)

MegazoneCloud's customer service center was facing various challenges including increased operational costs, delayed incident response, and system expansion limitations due to the aging of the on-premises-based call center system that had been operated for a long time.

In particular, as the demand for operational efficiency improvements such as consultation flow automation, real-time monitoring, and IVR structure improvement increased, the core objective of this project was to transition to an Amazon Connect-based cloud contact center (AICC) to strengthen stability, efficiency, and scalability.

2. Challenge (Problem Definition)

The customer service center operating environment had the following structural issues.

• Aging of on-premises equipment and increased maintenance costs

• Reduced operational visibility due to lack of real-time statistics and dashboards

• Inconsistent consultation flow quality among representatives due to automation limitations

• High costs and time required for modifications and expansion due to complex IVR structure

• Reduced service stability and increased MTTR due to inadequate incident response procedures

These issues were negatively impacting both overall customer service center performance and cost efficiency.

3. Solution (Resolution Approach)

MegazoneCloud conducted a comprehensive analysis of the existing environment and implemented the following improvements with an Amazon Connect-centered AICC architecture.

• Transition of entire CTI infrastructure based on Amazon Connect
  Eliminated on-premises equipment dependency and transitioned to a cloud-based infrastructure with high availability and scalability.

• Construction of operational automation based on AWS Lambda
  Automated repetitive tasks such as automatic text message sending after customer consultation and status updates, reducing operational burden.

• IVR structure redesign and simplification
  Analyzed consultation flows to improve existing complex scenarios and reorganized the system so that both customers and representatives could use it clearly.

• Integration of operational screens through AIR Connect Portal
  Integrated scattered functions such as consultation screens, statistics, dashboards, consultation history, and operational settings into a single portal for unified management.

• Establishment of real-time KPI-based operational system
  Enhanced operational decision-making by monitoring inbound rate, response rate, abandonment rate, and representative status in real-time.

• Enhancement of incident response system
  Reorganized the monitoring and alerting system to match the Amazon Connect structure, significantly improving service stability and recovery speed.

4. Result (Achievements)

• Cost optimization - approximately 15% reduction in monthly operational costs
  Overall operational costs were significantly reduced as on-premises maintenance and equipment costs were eliminated.

• Improved response quality through automation and restructuring
  Consultation flows were simplified and quality became uniform through IVR improvements and enhanced automation capabilities.

• Improved operational agility through real-time monitoring
  Real-time operational metrics can now be immediately confirmed and addressed through the dashboard.

• Enhanced incident response speed and service stability
  Incident occurrence rate decreased and MTTR was shortened as a result of transitioning to a cloud-based structure.

• Secured architecture scalability
  A structure has been established that allows easy addition of various channels and features such as chat, bots, and AI in the future.