On the 19th, Hyosung ITX, a leading company in the field of Korea’s contact center, signed the ‘call center infrastructure establishment and IT service-providing business contract’ with 500 seats with Citibank Korea. This call center will be for CRM for users of banking and credit cards of Citibank Korea, and it is the biggest among all call centers built by primary monetary institutions in the past 5 years. By the end of May, Hyosung ITX is planning to finish building the IP(Internet Protocol) based call center system such as cloud recording solution and system CTI[i](Computer Telephony Integration) that efficiently disperses and manages phone calls coming into the company by combining ‘ALL-IP(All Internet Protocol) structure’ switchboard, computer and phone. In particular, this call center will apply convergence technology to AVAYA hardware and CISCO solution as the first in the Korean industry. This will create an IT infrastructure environment that can integrate and manage Citibank CRM call centers that had previously been dispersed, significantly improving inefficiency in cost and work.
“Call centers of global monetary institutions value the Global Standard and have high level of service demands. As Hyosung ITX has been approved of its technology and service capabilities, it will contribute to revenue generation through the call center system establishment business,” said a Hyosung ITX employee with a feeling of expectancy.
