Hyosung to offer IT service for Citi

By Yi Whan-woo

Hyosung ITX said Thursday it will set up the information technology infrastructure for a new call center to be built by Citibank Korea.

The outsourcing business provider of Hyosung Group said it has reached an agreement with the Korean branch of the U.S. bank to build a high-quality computerized telephone service by May.

“Foreign financial companies demand high-quality service at their call centers with different criteria than local firms,” a Hyosung ITX official said. “We are pleased that Citibank Korea recognized our technology.”

The bank will merge its call centers into one with 500 operators making or receiving phone calls at any one time, according to Hyosung ITX. For efficient communication channels between customers and operators, the company added it will provide an Internet Protocol network that combines devices with different connections under one platform. It will also run computer telephony integration, a technology that allows automatic call routing using a desktop computer.

Under the computerized system, the call center will be able to provide consulting services to its customers by managing and analyzing their requests, Hyosung ITX said.