NAVER Cloud Successfully Launches Lotte Card's Cloud-Based Contact Center
NAVER Cloud Successfully Launches Lotte Card's Cloud-Based Contact Center
NAVER Cloud Successfully Launches Lotte Card's Cloud-Based Contact Center
- Lotte Card becomes the first major financial institution to migrate all inbound and outbound customer service to NAVER Cloud’s Cloud Contact Center
- For enhanced operational efficiency and cost savings, Lotte Card also explores potential integration of HyperCLOVA X in the future
October 20, 2023
NAVER Cloud (CEO Kim Yu-won) announced that Lotte Card (CEO Cho Jwa-jin) has successfully built a Cloud Contact Center (Cloud CC) based on NAVER Cloud Platform. As the first Korean card company to establish a Cloud Contact Center, Lotte Card has once again reaffirmed its standing as a digital company, setting itself apart from traditional credit card companies. Meanwhile, by successfully closing a mega deal, this milestone also solidifies NAVER Cloud’s leadership in the contact center industry.
Lotte Card's decision to transition its entire contact center service to the cloud is in response to growing demand for operational unification, system integration, and new AI services within its customer service centers. The excellence of NAVER Cloud’s products and strong business capabilities of Koscom were pivotal in Lotte Card's decision to choose them as final partners.
NAVER Cloud effectively enhanced operational efficiency and reduced costs by alleviating the complexity of managing multiple partner companies and computer facilities through a unified cloud service. NAVER Cloud streamlined agent connections that used to be divided by centers, removing restrictions on the number of agents allocated at each center and enabling flexible deployment and configuration of agent staff without technical limitations such as telephone lines.
The contact center is fortified for stability through dualization of the entire system. Lotte Card's entire contact center system was reconstructed as a financial cloud, meeting the strict security requirements for financial institutions. It also introduced a 'Scale IN/OUT environment' to allow for flexibility during surges in customer inquiries. This allows for more streamlined management as well as cost savings.
Furthermore, in order to align with ‘Improvements to Cloud Computing and Network Separation Rules in Financial Sector’ in Korea, the contact center utilizes Bright Pattern cloud contact center solution in the form of a private cloud, exclusively designed for Lotte Card.
Lotte Card is also exploring potential integration of NAVER's hyperscale AI, ‘HyperCLOVA X’. The company plans to transform its cloud-based contact center into an AI-powered contact center by incorporating HyperCLOVA X.
Seong-gyun Jeong, Executive Director of AICC at NAVER Cloud, stated, "We have created a significant milestone for cloud contact centers in the financial industry, where security and stability are must be guaranteed. Through continued collaboration, we also anticipate leveraging HyperCLOVA X to achieve AI transformation.”
Jung-wook Han, Vice President of Lotte Card, said, "In addition to the anticipated TCO savings, we are very pleased internally with the simplicity of management and the potential for scalability. We are looking forward to integration with AI services in the future."
