1. Overview (Project Background)

Company K operates a fashion e-commerce platform, and as customer inquiries continued to increase, there was a need to improve consultation stability and operational efficiency.

Previously, the company operated Genesys voice systems and Zendesk ticketing systems in parallel, but due to system fragmentation, the consultation flow was not unified, and consultation statistics were incomplete or not consolidated, leading to ongoing operational difficulties.

In particular, with rapidly changing e-commerce customer experience (CX) requirements, there was an urgent need for omnichannel consultation systems, real-time KPI-based operations, and advanced customer tier and membership-based response capabilities.

Accordingly, Company K pursued a project to transition to a cloud-based AICC powered by Amazon Connect to simultaneously achieve operational efficiency and customer experience innovation.

2. Challenge (Problem Definition)

Company K faced the following key challenges in existing customer center operations.

• Voice, ticket, and statistics systems are separated, resulting in fragmented consultation flow and reduced operational efficiency

• Lack of a system to monitor key KPIs such as inbound rate, response rate, and abandonment rate in real-time

• Inconsistency in intelligent network numbers and DID configuration, resulting in increased operational costs and risk of failures

• Limited customer identification capabilities, making it difficult to provide personalized consultations based on VIP and membership status

• Agent screens, tickets, and call records are scattered across multiple tools, resulting in degraded consultation experience quality

These issues resulted in constraints on both CX quality improvement and operational optimization, and a company-wide customer center operational strategy review was necessary.

3. Solution (Resolution Plan)

MegazoneCloud presented a cloud-native AICC implementation plan integrating Amazon Connect and Zendesk based on Company K's requirements.

• Building an Integrated Consultation Environment Based on Amazon Connect & Zendesk
  We transitioned the existing on-premises voice system to Amazon Connect and seamlessly integrated it with Zendesk Support to implement an integrated customer center where voice, tickets, and customer information flow through a single process.

• Rebuilding Real-Time KPI-Based Dashboard
  We reconstructed the dashboard based on AIR Connect Portal to enable real-time visibility of key operational metrics such as inbound rate, response rate, abandonment rate, and wait time, strengthening operational visibility.

• Intelligent Network & DID Structure Reorganization
  We redesigned the number structure that was previously operated redundantly and inefficiently to increase stability and cost efficiency.

• Developing Customer Tier (VIP/Membership) Based Response Automation
  We added functionality to identify customer tier at the initial consultation stage and provide customized routing and priority response.

• Providing a Single Consultation Screen Through AIR Connect Portal
  We built an integrated operations screen where consultation screens, tickets, customer history, statistics, and agent status can be managed in a single UI, simultaneously achieving standardization of operational processes and improvement of consultation quality.

4. Result (Achievements)

• Improved Operational Response Speed Through Real-Time KPI Visualization
  The entire operations team can now immediately grasp inbound volume, wait situations, and SLA compliance, enabling faster operational decision-making and establishing a system for early response to consultation delays.

• Ensured Stability and Cost Savings Through Intelligent Network and DID Structure Optimization
  Unnecessary lines and DID configurations have been improved, reducing failure risk and operational costs.

• Enhanced Customer Experience Through VIP and Membership-Based Personalized Consultation
  Priority response and sophisticated routing based on customer tier are now possible, improving consultation quality for premium customers and reducing churn rate.

• Improved Agent UX and Reduced After-Call Work Time
  With the introduction of AIR Connect Portal, agents can now handle all tasks on a single screen, increasing focus on consultation, and after-call work (ACW) has been shortened through features such as automatic summarization and automatic note-taking.