Contact Center Solution Business Acceleration
NHN is accelerating its contact center solution business by rebranding its existing online contact service as 'Contiple' on the 4th.
Contiple is an integrated consultation solution that provides all the necessary services for building and operating contact center systems in a cloud environment. The name combines the prefix 'con-' meaning 'together' or 'with' and 'multiple' meaning 'various' or 'many.' It embodies the service identity of providing various consultation channels, technologies, and infrastructure to enable easy communication between companies and customers.
The biggest feature of Contiple is that it allows inquiries coming from various customer center channels to be managed in one place. Customer companies can systematically operate multiple customer center channels such as help centers, voice, chat, email, and social network services (SNS) within a single integrated system. Additionally, supplementary functions that assist contact center operations, such as monitoring to check real-time inquiry and response status, customer and consultation management based on tickets, and self-setting features that can be easily and flexibly configured according to operational conditions, are all available in one place.
Contiple supports building a customer center page called 'Help Center' on corporate websites. Through templates, companies can easily activate a Help Center composed of various functions such as announcements, FAQs, 1:1 inquiries, and inquiry history lookup, and the design can be customized to match the brand tone.
Furthermore, it provides an 'issue management function' that transfers inquiries difficult for consultants to resolve directly to the responsible department for feedback requests. The responsible department can diagnose issues based on the entire process, including transferred customer requirements and previous consultation history, to provide optimal answers to customers.
As a cloud-based solution, Contiple also offers excellent flexibility and cost-effectiveness. Without physical equipment installation or program installation and integration work, a contact center operating environment can be set up with just a few clicks, and only the necessary parts of various customer center channels and function lineups can be introduced. It adopts a pay-as-you-go pricing model, significantly reducing usage burdens, and users can always access the latest version.
NHN supplies Contiple to NHN affiliates such as Hangame, Payco, Ticketlink, Bugs, and various clients across industries. It is explained that Contiple’s usability has been verified across diverse industries by adding functions required in areas such as gaming, payment, and content, and incorporating operational know-how.
Jae-yeon Park, Director of NHN Contact AI Business Division, said, "Contiple is a solution that can solve at once the concerns of companies needing efficient functions and contact center operational know-how when replacing or newly introducing outdated contact center solutions. Based on the know-how and capabilities secured by providing services to various industries, we will continue to supply evolving integrated consultation solution services to our clients."
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