Академический Документы
Профессиональный Документы
Культура Документы
Agent Framework
Application Platform
Media Platform
CTI WFM
IVR Monitoring
Outbound Recording
Media Access
SoftACD
NGN/3G
PSTN/PLMN
Internet
Interactive channel
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
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 contact 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 development environment. CRM: Oracle/Siebel, SAP, SAGE, ... CTI & WFO: Genesys, VERINT/Witness, NICE/IEX, ...
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.
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.
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 customers basic information, history call track are popped up on the agents 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 desktop, thus to improve agent efficiency and reduce the call duration. Workflow: Support whole course monitoring and management to guarantee the customers 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 operators investment Its 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.
PSTN PLMN 3G/NGN Customer Service Outsourcing Marketing Promotion IVR Service
Contact Center
Customer service:
Outsourcing:
Marketing Promotion:
Directory Service Voice Mail, Video Mail Missed Call Notification Voice to SMS/MMS Recharging
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 subscribers.
Increase Value
Excellent service is the key for customer retention Segment Service optimize each contact point of customer Provide personalized service Huawei IPCC Solution Workforce Optimization
Cross-sell, up-sell, telesales and customer retention Value added service and outsourcing service
Reduce TCO
WFM, quality monitoring, performance management, KBS and eLearning for Workforce optimization
With green design, core components can save 40% equipment room space and 30% power consumption.
Abundant management package such as workflow, bulletin & memo, for business supporting to improve operation efficiency
IP technology used to reduce the fixed agent costing and protect future investment
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
Internet Browser
Report Project
System Configuration
Knowledge Base
Workflow
Security Sercer
Data Provider
WEB Monitor
IWeb Reports
Load-Balance
Site 1: Lagos
Site 2: Kaduna
ACD/CTI/IVR/NIRC Resources-Sharing
ACD/CTI/IVR/MSP
IP Network
One physical contact center supports 100 virtual contact centers (VCC). Each VCC has its own access number, manage, report, inspect, agents etc, and can operate independently. Three types of outsourcing CC: service outsourcing, agent outsourcing, temporary service.
...
Agents
...
Agents Bank
IVR
Billing
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 quality and operation efficiency.
10
Migration
Old VMS Platform
Services:
uIVR Services VMS Service Voice to MMS Service Missed Call Service Notify Me Service Call Back When Busy Service
High OPEX of 3 platforms Old Features without updating No Video Function Support
Sharing the same platform to reduce OPEX 42%. Expansion on Huawei uIVR to reduce CAPEX 18%. Successful delivery within 6
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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