[Click eStock] "KTcs Benefits from KT-Amazon AI Contact Center Development Collaboration"

[Asia Economy Reporter Hyungsoo Park] ResearchAlum forecasted on the 5th that KTcs will benefit from the growth of the call center market due to the spread of untact culture. Furthermore, it expected KT's performance to improve if it collaborates with Amazon on developing an artificial intelligence (AI) contact center.

Choi Seonghwan, senior researcher at ResearchAlum, explained, "Last year, the total market size of contact centers exceeded 9 trillion won," adding, "Excluding the approximately 4 trillion won direct call center market, the outsourcing industry is about 5 trillion won."

He continued, "Recently, due to the inertia in operational methods, and intensified competition among outsourcing companies, the number of call center companies unable to avoid deficits has increased," adding, "KTcs, as a dominant pioneer in the market, is enjoying the effect where companies that survive in the market gain more."

He emphasized, "Last year, it recorded the highest number of public institution and local government call center contracts in Korea," and "It has secured a stable client base with KT and is also expanding orders through open markets such as Coupang."

Researcher Choi analyzed, "With the increase in remote work and remote control, demand for contact centers in various fields is rising," adding, "They are actively pioneering new markets through AI adoption and chatbot utilization."

He added, "Recently, KT signed a strategic cooperation agreement with Amazon Web Services," and "announced plans to promote research and development of cloud AI contact centers."

He stated, "KTcs is the only contact center and customer service specialized company affiliated with KT," and "It is expected to play a pivotal role in the next-generation contact center market."

In 2014, KTcs acquired 81% of KT Commerce shares, advancing from existing telecommunications product distribution to a comprehensive distribution company. KT Commerce provides integrated purchasing services, a consignment material mall platform, and corporate welfare mall services, among others. KT Commerce has secured more than 600 diverse clients including not only the KT Group but also Coupang, CJ, Naver, Kakao, Mercedes-Benz, and Seoul Metro.

Researcher Choi explained, "KT Commerce signed a business agreement with Yanolja, a lodging distribution specialist company," adding, "KT Commerce supplies necessary materials for operations to lodging establishments affiliated with Yanolja and provides furniture and home appliances to newly opened stores."