huawei ip contact center€¦ · it seamlessly integrate different service flows inside...

HUAWEI TECHNOLOGIES CO., LTD.

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.

1 HUAWEI IP Contact Center

2HUAWEI IP Contact Center

Huawei IP Contact Center Architecture

End2End Total Solution ■

All IP Architecture ■

Broad-Narrow Band Integrated ■

Green Design, Low TCO ■

Unique Application Platform ■

Customer Oriented ■

Rapid Service Deploy ■

Operation Management Optimization ■

Application

Application

Platform

Media

Platform

Media Access

Interactive

channel

Customer Service

Agent Framework Voice & Video Portal eService

Telesales Workflow e-Learning

KBS & Search Engine Bulletin & Memo QC & Report

CTI IVR Outbound

WFM

SoftACD

NGN/3G PSTN/PLMN Internet

Multimedia Service Platform

Monitoring Recording

Marketing Promotion Outsourcing Service Value Added Service


Huawei IP Contact Center Portfolio

Multimedia Contact Center Platform (ACD/CTI)

Universal Access Platform: ■ Support integrated access for narrowband and broadband communication; Support

PSTN, PLMN, NGN, 3G Network.

Multi-media Access Channel: ■ Support Video, Voice, SMS, Email, Fax, Web, etc.

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.

Flexible Networking: ■ Support multi-mode agent mode, such as IP agent, SOHO agent, PC+Phone. The network con-

tact center (NCC) supports multi-site contact center sharing resource, load-balance, and geographic redundancy.

Carrier-Class Equipment: ■ High capability, high reliability carrier-class solution. The maximum BHCA reaches 8,000k,

have the usability of 99.999%.

Open for third-party: ■ Support SCE, JTAPI, VXML, ActiveX control, service development kit, and simulate develop-

ment environment.

CRM: Oracle/Siebel, SAP, SAGE, …...

CTI & WFO: Genesys, VERINT/Witness, NICE/IEX, …...

Voice & Video Portal

Voice & Video Self Service: ■ Provide self service by interactive voice & video response.

SCE: ■ The SCE is a graphic automatic service programming environment, user can design the service process easily

by themselves.

MyIVR: ■ Customer can define their individual IVR menu, to set their often used functions as the top menu.

IVRMAP: ■ Optimize the IVR process by analyzing the IVR track, thus to reduce the call duration.



eService

SMS/USSD Self Service: ■ Provide self service by SMS and USSD.

WEB Contact Center: ■ WEB Chat, Click-to-dial, Escorted browsing, Callback request, Form sharing, Page marker

synchronization.

TeleSales

Outbound: ■ Powerful predictive/preview/precontact outbound engine, improve outbound efficiency.

TeleSales: ■ Provide E2E campaign management, tele sales, tele marketing.

Workforce Optimization

Workforce Management: ■ Provide leverage flexible forecasting, scheduling and tracking tools to ensure you meet

customer interaction goals.

Monitoring & Recording: ■ Simulate the real agent room, all web based monitoring and SMS alarm, offers voice &

screen recording, quality monitoring and online help.

Quality Control Management: ■ Ensures contact center staffs focus on the key performance indicators (KPIs) that

will drive performance improvements.

e-Learning: ■ Provide electronic management of archives, training plans, trainings, exams, and result evaluation, help

contact center staffs to improve their work skills.



Abundant Contact Center Application

Agent Framework: ■ Provide the universal agent processing function, such as call control, customer information

popup, Agent monitoring, Multimedia Agent, etc.

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.

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.

Multimedia Agent: ■ Integrate multimedia channel (voice, video, sms/MMS, email, web chat, sms chat) in one desk-

top, thus to improve agent efficiency and reduce the call duration.

Workflow: ■ Support whole course monitoring and management to guarantee the customer’s service request be

solved in time.

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.

Bulletin & Memo: ■ Provide internal communication between contact center staffs.

Report: ■ Provide abundant contact center system report and service report.


Huawei IP Contact Center Application-Transfer From Cost Center to Value Center

Maximum return on operator’s investment ■

It’s flexibility lets carrier rise not only the customer ■

service system, but also the outsourcing system or IVR

service system.

Deliver unique and innovative solutions for a winning ■

competitive advantage.

CustomerService Outsourcing

MarketingPromotion

IVRService

Contact Center

PSTN PLMN 3G/NGN

Customer service:

Consultation ■

Service Handling ■

Complaint & Suggestion ■

customer detention ■

Marketing Promotion:

Marketing Investigation ■

Multi-wave marketing ■

Cross Sale, Up Sale ■

customer detention ■

Outsourcing:

Service outsourcing ■

Agent outsourcing ■

Temporary service ■

Value Added Service

Directory Service ■

Voice Mail, Video Mail ■

Missed Call Notification ■

Voice to SMS/MMS ■

Recharging ■

Huawei IPContact Center


Huawei IPCC Solution Unique Value

Footprint in contact center: more than 15 years experience

Huawei entered the contact center field in 1993 and achieved No. 1 market share in China. ■

Widely applied to various regions, such as China, Asian-Pacific, Africa, Middle East, Latin America and CIS. ■

More than 1800 sets of systems with more than 80,000 agents are running online, serving more than 1 billion sub- ■

scribers.

Improve Customer Satisfaction

Workforce Optimization

Increase Value

Reduce TCO

Excellent service is the key for cus- ■

tomer retention

Segment Service optimize each con- ■

tact point of customer

Provide personalized service ■

WFM, quality monitoring, perfor- ■

mance management, KBS and e-

Learning for Workforce optimization

Abundant management package ■

such as workflow, bulletin & memo,

for business supporting to improve

operation efficiency

Cross-sell, up-sell, telesales and cus- ■

tomer retention

Value added service and outsourcing ■

service

With green design, core components ■

can save 40% equipment room space

and 30% power consumption.

IP technology used to reduce the ■

fixed agent costing and protect fu-

ture investment

Huawei IPCC

Solution


Site 1: Lagos

IP Network

ACD/CTI/IVR/NIRC

Site 2: Kaduna

ACD/CTI/IVR/MSP

Resources-Sharing

Load-Balance

Agent GroupSite 1

WEB Monitor

Knowledge Base Workflow Bulletin and MemoSystem Configuration

IWeb Reports

Agent GroupSite 2

Agent GroupSite 3

Agent GroupSite 4

Internet Browser

iWeb Report Designer

ReportProject

iWeb Report Designer

Security Sercer Data Provider

Customer Service & Marketing Promotion Solution Case Study -MTN Nigeria

Multimedia IP Contact Center Solution, Distributed IP agent ■

Phase I: ■ 1000 Agents, 2300 IVR Channels

Provide services to more than 26 million subscribers by May, 2009 ■

Support the three major Nigerian Languages - Igbo, Hausa, Yoruba, English, French, Spanish, German and Russian. ■

NCC: ■ Two centers provides load-balance, resources-sharing function


One physical contact center supports 100 virtual contact centers (VCC). ■

Each VCC has it’s own access number, manage, report, inspect, agents etc, and can operate independently. ■

Three types of outsourcing CC: ■ service outsourcing, agent outsourcing, temporary service.

Outsourcing Solution Case Study -China Telecom in GuangZhou

Case Study - Outsourcing Contact Center of China Telecom in Guangzhou

Customers: ■ International Hotel Group, Bank of Guangdong Development, Wyeth Medicine, etc.

Inbound Service: ■ Consultation, Service Handling, Complaint, etc.

Outbound Service: ■ Telesales, Market Investigation, etc.

Enterprises lower 50% cost by outsourcing the CC instead of setting up by themselves, get 15% increment at qual- ■

ity and operation efficiency.

Inspect, report, manage…

IVRACD CTI/CCS

Web / Email Server

Database App Server

Outbound Server

SCEVXML

logical contact center 1

Physical contact center

logical contact center 100

Agents...

Inspect, report, manage…

OA

Bank

SCEVXML

Agents...

Billing

Work Flow


Value Added Service Solution Case Study -Vodafone Turkey

Sharing the same platform to reduce OPEX ■ 42%.

Expansion on Huawei uIVR to reduce CAPEX ■ 18%.

Successful delivery within ■ 6 weeks after PO issued by Vodafone.

High OPEX of 3 platforms ■

Old Features without updating ■

No Video Function Support ■

…… ■

Services:uIVR Services ■

VMS Service ■

Voice to MMS Service ■

Missed Call Service ■

Notify Me Service ■

Call Back When Busy Service ■

“We did a great job together, fastest voicemail integration in the word!”

--Says Vodafone Turkey VAS Director

Old Platform New unified platform

Old VMS Platform

Old MCN/Notify Me Platform

Old IVR Platform

Migration

Copyright © Huawei Technologies Co., Ltd. 2009. All rights reserved.

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TECHNOLOGIES CO., LTD BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL

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ARISING OUT OF OR IN CONNECTION WITH ANY USE OF THIS DOCUMENT.

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, HUAWEI, and are trademarks or registered trademarks of Huawei Technologies Co., Ltd.

Other trademarks, product, service and company names mentioned are the property of their respective owners.

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

huawei ip contact center€¦ · it seamlessly integrate different service flows inside...

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