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
3 HUAWEI IP Contact Center
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.
4HUAWEI IP Contact Center
Huawei IP Contact Center Portfolio
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.
5 HUAWEI IP Contact Center
Huawei IP Contact Center Portfolio
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.
6HUAWEI IP Contact Center
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
7 HUAWEI IP Contact 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
8HUAWEI IP Contact Center
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
9 HUAWEI IP Contact Center
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
10HUAWEI IP Contact Center
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.
No part of this document may be reproduced or transmitted in any form or by any means without prior written consent of Huawei Technologies Co., Ltd.
NO WARRANTY
THE CONTENTS OF THIS DOCUMENT ARE FOR INFORMATION PURPOSE ONLY, AND PROVIDED “AS IS”.
EXCEPT AS REQUIRED BY APPLICABLE LAWS, NO WARRANTIES OF ANY KIND, EITHER EXPRESS OR
IMPLIED, INCLUDING BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND
FITNESS FOR A PARTICULAR PURPOSE, ARE MADE IN RELATION TO CONTENTS OF THIS DOCUMENT.
TO THE MAXIMUM EXTENT PERMITTED BY APPLICABLE LAW, IN NO CASE SHALL HUAWEI
TECHNOLOGIES CO., LTD BE LIABLE FOR ANY SPECIAL, INCIDENTAL, INDIRECT, OR CONSEQUENTIAL
DAMAGES, OR LOST PROFITS, BUSINESS, REVENUE, DATA, GOODWILL OR ANTICIPATED SAVINGS
ARISING OUT OF OR IN CONNECTION WITH ANY USE OF THIS DOCUMENT.
Trademark Notice
, 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