HUAWEI IP Contact Center
HUAWEI TECHNOLOGIES CO., LTD.
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HUAWEI IP
Contact Center
Contact Center’s Challenge
Competition Challenge: improve customer satisfaction and loyalty
Facing the increasingly fierce market competition, enterprises come to know that the customer relationship resource is
their own most valuable treasure. Through the contact center, an enterprise can establish a customer-centered service
system that integrates marketing, sales, service and customer relationship management to provide high quality services
for customers and win customer satisfaction and loyalty.
Technology Challenge: multi-channel, multi-media and IP solution
In the past, call center only provide voice access. But now, contact center need integrate different channels such as
voice, video, fax, SMS/MMS, email and WEB, etc. It seamlessly integrate different service flows inside enterprises, so
that customers can communicate with enterprises conveniently.
Value Challenge: transfer from cost center to value center
Usually, people think Contact Center is a necessary waste of money. According to the Top operator’s opinion, contact
center should not only bring perfect brand experience to customer, but also generate value from this business.
Operation Challenge: high efficiency and low TCO
About 70% of contact center cost is employee cost, How to improve employee efficiency to reduce the cost? How to
increase employee productivity? How to improve employee’s satisfaction and loyalty? More and more enterprise come
to realize the importance of workforce optimization.
HUAWEI IP
Contact Center
Huawei IP Contact Center Architecture
Application
Marketing Promotion
Customer Service
Outsourcing Service
Value Added Service
Agent Framework
Voice & Video Portal
eService
Telesales
Workflow
e-Learning
KBS & Search Engine
Bulletin & Memo
QC & Report
Application
Platform
Media
Platform
CTI
IVR
Outbound
WFM
Monitoring
Recording
Media Access
SoftACD
NGN/3G
Multimedia Service Platform
PSTN/PLMN
Internet
Interactive
channel
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End2End Total Solution
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Unique Application Platform
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All IP Architecture
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Customer Oriented
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Broad-Narrow Band Integrated
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Rapid Service Deploy
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Green Design, Low TCO
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Operation Management Optimization
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HUAWEI IP
Contact Center
Huawei IP Contact Center Portfolio
Multimedia Contact Center Platform (ACD/CTI)
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Universal Access Platform: Support integrated access for narrowband and broadband communication; Support
PSTN, PLMN, NGN, 3G Network.
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Multi-media Access Channel: Support Video, Voice, SMS, Email, Fax, Web, etc.
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Abundant CTI Routing Strategies: Support multi-mode routing strategies: skill-based, customer-value based, and
SLA based, which makes the best usage of agent resources.
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Flexible Networking: Support multi-mode agent mode, such as IP agent, SOHO agent, PC+Phone. The network contact center (NCC) supports multi-site contact center sharing resource, load-balance, and geographic redundancy.
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Carrier-Class Equipment: High capability, high reliability carrier-class solution. The maximum BHCA reaches 8,000k,
have the usability of 99.999%.
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Open for third-party: Support SCE, JTAPI, VXML, ActiveX control, service development kit, and simulate development environment.
CRM: Oracle/Siebel, SAP, SAGE, …...
CTI & WFO: Genesys, VERINT/Witness, NICE/IEX, …...
Voice & Video Portal
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Voice & Video Self Service: Provide self service by interactive voice & video response.
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SCE: The SCE is a graphic automatic service programming environment, user can design the service process easily
by themselves.
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MyIVR: Customer can define their individual IVR menu, to set their often used functions as the top menu.
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IVRMAP: Optimize the IVR process by analyzing the IVR track, thus to reduce the call duration.
HUAWEI IP
Contact Center
Huawei IP Contact Center Portfolio
eService
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SMS/USSD Self Service: Provide self service by SMS and USSD.
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WEB Contact Center: WEB Chat, Click-to-dial, Escorted browsing, Callback request, Form sharing, Page marker
synchronization.
TeleSales
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Outbound: Powerful predictive/preview/precontact outbound engine, improve outbound efficiency.
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TeleSales: Provide E2E campaign management, tele sales, tele marketing.
Workforce Optimization
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Workforce Management: Provide leverage flexible forecasting, scheduling and tracking tools to ensure you meet
customer interaction goals.
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Monitoring & Recording: Simulate the real agent room, all web based monitoring and SMS alarm, offers voice &
screen recording, quality monitoring and online help.
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Quality Control Management: Ensures contact center staffs focus on the key performance indicators (KPIs) that
will drive performance improvements.
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e-Learning: Provide electronic management of archives, training plans, trainings, exams, and result evaluation, help
contact center staffs to improve their work skills.
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HUAWEI IP
Contact Center
Huawei IP Contact Center Portfolio
Abundant Contact Center Application
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Agent Framework: Provide the universal agent processing function, such as call control, customer information
popup, Agent monitoring, Multimedia Agent, etc.
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Segment Service: Provide different level of service for the different customer groups. When a call comes, system
judges the customer class via the caller number, and provides differential services.
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Screen POP-UP: When a call comes, the customer’s basic information, history call track are popped up on the
agent’s desktop, helping the agent knowing the relative information quickly.
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Multimedia Agent: Integrate multimedia channel (voice, video, sms/MMS, email, web chat, sms chat) in one desktop, thus to improve agent efficiency and reduce the call duration.
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Workflow: Support whole course monitoring and management to guarantee the customer’s service request be
solved in time.
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KBS & Search Engine: Provide web-based knowledge base and search engine application to Improve agent work
efficiency, reduce repeat calls, response quickly, and provide consistent improvement.
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Bulletin & Memo: Provide internal communication between contact center staffs.
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Report: Provide abundant contact center system report and service report.
HUAWEI IP
Contact Center
Huawei IP Contact Center Application
-Transfer From Cost Center to Value Center
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Maximum return on operator’s investment
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It’s flexibility lets carrier rise not only the customer
Customer
Service
Outsourcing
service system, but also the outsourcing system or IVR
Contact Center
service system.
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IVR
Service
Marketing
Promotion
Deliver unique and innovative solutions for a winning
PSTN
competitive advantage.
Customer service:
PLMN
3G/NGN
Outsourcing:
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Consultation
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Service outsourcing
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Service Handling
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Agent outsourcing
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Complaint & Suggestion
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Temporary service
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customer detention
Huawei IP
Contact Center
Marketing Promotion:
Value Added Service
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Marketing Investigation
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Directory Service
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Multi-wave marketing
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Voice Mail, Video Mail
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Cross Sale, Up Sale
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Missed Call Notification
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customer detention
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Voice to SMS/MMS
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Recharging
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HUAWEI IP
Contact Center
Huawei IPCC Solution Unique Value
Footprint in contact center: more than 15 years experience
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Huawei entered the contact center field in 1993 and achieved No. 1 market share in China.
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Widely applied to various regions, such as China, Asian-Pacific, Africa, Middle East, Latin America and CIS.
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More than 1800 sets of systems with more than 80,000 agents are running online, serving more than 1 billion subscribers.
Improve Customer Satisfaction
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Increase Value
Excellent service is the key for cus-
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tomer retention
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tomer retention
Segment Service optimize each con-
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tact point of customer
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Cross-sell, up-sell, telesales and cusValue added service and outsourcing
service
Provide personalized service
Huawei IPCC
Solution
Workforce Optimization
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WFM, quality monitoring, perfor-
Reduce TCO
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With green design, core components
mance management, KBS and e-
can save 40% equipment room space
Learning for Workforce optimization
and 30% power consumption.
Abundant management package
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IP technology used to reduce the
such as workflow, bulletin & memo,
fixed agent costing and protect fu-
for business supporting to improve
ture investment
operation efficiency
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HUAWEI IP
Contact Center
Customer Service & Marketing Promotion
Solution Case Study -MTN Nigeria
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Multimedia IP Contact Center Solution, Distributed IP agent
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Phase I: 1000 Agents, 2300 IVR Channels
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Provide services to more than 26 million subscribers by May, 2009
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Support the three major Nigerian Languages - Igbo, Hausa, Yoruba, English, French, Spanish, German and Russian.
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NCC: Two centers provides load-balance, resources-sharing function
Internet Browser
Report
Project
System Configuration
Knowledge Base
Workflow
Bulletin and Memo
iWeb Report Designer
iWeb Report Designer
Security Sercer
IWeb Reports
WEB Monitor
Load-Balance
Site 1: Lagos
Site 2: Kaduna
ACD/CTI/IVR/NIRC
ACD/CTI/IVR/MSP
Resources-Sharing
IP Network
Agent Group
Site 1
Agent Group
Site 4
Agent Group
Site 2
Agent Group
Site 3
Data Provider
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HUAWEI IP
Contact Center
Outsourcing Solution Case Study
-China Telecom in GuangZhou
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One physical contact center supports 100 virtual contact centers (VCC).
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Each VCC has it’s own access number, manage, report, inspect, agents etc, and can operate independently.
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Three types of outsourcing CC: service outsourcing, agent outsourcing, temporary service.
logical contact center 1
Inspect, report, manage…
logical contact center 100
SCE
VXML
Inspect, report, manage…
SCE
VXML
OA
...
...
Agents
Agents
Bank
ACD
IVR
CTI/CCS Outbound Server
Billing
Physical contact center
Work Flow
Web / Email Database App Server
Server
Case Study - Outsourcing Contact Center of China Telecom in Guangzhou
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Customers: International Hotel Group, Bank of Guangdong Development, Wyeth Medicine, etc.
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Inbound Service: Consultation, Service Handling, Complaint, etc.
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Outbound Service: Telesales, Market Investigation, etc.
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Enterprises lower 50% cost by outsourcing the CC instead of setting up by themselves, get 15% increment at quality and operation efficiency.
HUAWEI IP
Contact Center
Value Added Service Solution Case Study -Vodafone Turkey
Old Platform
New unified platform
Migration
Old VMS Platform
Services:
Old MCN/Notify Me Platform
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uIVR Services
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VMS Service
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Voice to MMS Service
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Missed Call Service
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Notify Me Service
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Call Back When Busy Service
Old IVR Platform
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High OPEX of 3 platforms
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Old Features without updating
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No Video Function Support
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……
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Sharing the same platform to reduce OPEX 42%.
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Expansion on Huawei uIVR to reduce CAPEX 18%.
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Successful delivery within 6
weeks after PO issued by Vodafone.
“We did a great job together, fastest voicemail integration in the word!”
--Says Vodafone Turkey VAS Director
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HUAWEI TECHNOLOGIES CO., LTD.
Huawei Industrial Base
Bantian Longgang
Shenzhen 518129, P.R. China
Tel: +86-755-28780808
Version No.: M3-003041499-20090512-C-1.0
www.huawei.com