huawei all-in-one box ipcc solution
DESCRIPTION
Conferencia impartida durante el Congreso CRM + Social Media + Centros de Contato México 2011 organizado por Mundo Contact a cargo de Pedro Gomez, Senior Solution Manager de HuaweiTRANSCRIPT
HUAWEI TECHNOLOGIES CO., LTD.
www.huawei.com
Huawei Confidential
Security Level:
47pt 30pt 反白
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Huawei All-in-one Box IPCC Solution
2011/12/12
Huawei IPCC Department
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
35pt
32pt
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Regional Leadership as World-class Players
Page 2
Huawei continuously invest in the field of call centers, total 35,000 seats in 2011 。 First in Chinese Market Fifth in Global Market
Avaya 38%
Alcatel-Lucent 17%
Cisco 16%
Aspect 5%
Huawei 4%
Siemens Enterprise 2%
Altitude Software 2%
NEC, 2%
Mitel, 2%
Zeacom, 2% Others 10%
Gartner 2010
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 3
ALL-IN-One Solution Highlights
ALL-IN-One Solution Functions
ALL-IN-One User Cases
Content
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
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ALL-IN-One Solutions Help SMB Successfully
All-in-one solutions, Reducing CAPEX
Unified configuration management tool, Reducing CAPEX
Mature solution Perfect after-sales services system
CAPEX OPEX
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
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Simplify installation and configuration, Reduce system maintenance
Pre-installed software
Configured script
Pre-producing configuration script, Speeding up the configuration and reducing the difficulty of configuration
Pre-installing software, Building a complete contact center platform only need 2 hours
Central Configuration Sets
WAS Server
B / S architecture, graphic designing for configuration, monitoring and quality control
GUI interface,Graphic designing and only six steps to complete the configuration
Simplify configuration
Simplify installation
Reduce difficulty of configuration and maintenance
Reducing OPEX
ALL-IN-One Solution
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
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More opening, More flexible
UAP3300
TSAPI Interface Server
TSAPI Interface
New business system
Standard TSAPI interface, easy to integrate with business platform Compatible with existing business system, Protecting customer’s investment Easy to integrate with their own business system, providing a richer solution
Existing business system
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
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Page 7
A cabinet-based solutions
Abundant Function — Meet the requirements of SMB
CTI,IVR Routing Intelligently
ACD,PBX
Monitor Report
Inspect
Record
Completely function, meeting the requirements of SMB
Huawei’s ALL-IN-One solution; reducing integration work, improving system reliability
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
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Support multiple record format
Support agent voice record
Conference room
Voice Conference Record Highlights
High capability
Record real time
Record reliability
Record successful rate
Easy implementation Low network requirement
Distributed voice record
Reduce network bandwidth consumption
High voice quality
Multiple voice record format
Multiple voice process capability
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 9
ALL-IN-One Solution Highlights
ALL-IN-One Solution Functions
ALL-IN-One User Cases
Content
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 10 Page 10
For Better Understanding
...
ACD + Media (IVR,
Recording)
CTI+IVR Logic
...
Support Applications
All the Software License is sold by Software version, not by time.
60 IVR and 60 Agents with full record and 99.999% reliability
AIC+AIR
G650
S8700 * 2
MCU: 99.999% reliability Call Distribution Server E1 Trunk: PSTN MGW with 12 E1
IVR & Recording Resource
AIR+NICE Recording/…
CTI/Smart CTI
UAP3300
WFM/Work Flow/KBS WFM: IEX Work Flow: Remedy/… KBS:…
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 11
Specification(20 Agents)
UAP3300 • PSTN/NGN connection • Media resources • ACD function
PC Server, IBM X3650M2, 2*Xeon quad-core5504 2.0GHz 8G(4*2G)
Specification 1. 20 Agents with voice
record 2. 40 IVR 3. 60 Trunk
1. One PC Server is used for CTI/IVR//Monitor/Quality inspection/Jcccbar
2. One PC Server is used for File Server DB/report Voice record file storage
=20Agent * 8 Hour * 30 Day * 3 Month/ 97 hour=150G
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12
Specification(50 Agents)
UAP3300 • PSTN/NGN connection • Media resources • ACD function
PC Server, IBM X3650M2, 2*Xeon quad-core5504 2.0GHz 8G(4*2G)
Specification 1. 50 Agents with voice
record 2. 70 IVR 3. 120 Trunk
1. One PC Server is used for CTI/IVR//Monitor/Quality inspection/Jcccbar
2. One PC Server is used for File Server DB/
3. One PC Server is used for report Voice record file storage =50Agent * 8 Hour * 30 Day * 3 Month/ 97 hour=375G
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13
ALL-IN-ONE Box Functions
Basic ability: UAP Function: PSTN connection, voice announcement, voice record
resources.
Routing based on preset skills. Queue function.
Monitor function. Quality inspection function.
Agent JCCCbar function.
IVR function
Voice record function.
iWeb report functions
Integration and customization interfaces
Customization: IVR Flow customization
Routing flow customization
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14
Smaller Dimension. Powerful Capability
All In One Box
Simple configuration
Narrowband and
broadband integration
equipment
Abundant media
resource function.
Flexible network
structure
Function
6U,250W
2 MCU board slots
8 service board slots
3 type service boards
Specification
Flexible network structure. Smooth expansion
Telecom Level Reliability
ACD IVR
PBX
FAX TTS
ASR Conference
Record
Outbound
Huawei UAP3300 ACD
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15
UAP3300-MRS board function
Call Center Platform File Server
MCU MCU
MRS Board
UAP3300 Internal IP Network
UAP3300 Internal Structure
One UAP3300 supports 6 MRS boards maximum. MRS boards are load balance relationship.
UAP internal network is double plane. This can ensure the reliability.
It connects to outside network through MCU.
It is controlled by CTI platform and MCU
MRS
TTS/ASR Network Management Server
MRS Board Function • Voice announcement
• Digital receiving
• Voice record
• Fax ability(T30.T38)
• TTS/ASR integration ability
• Outbound detection ability
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 16
Access Platform
CTI Platform-Routing based on preset skill
IMS/NGN
/PSTN
Telephone Number A
Telephone Number B
Telephone Number C
Skill 1 Number A
Number B
Number C
Each agent has multiple skill abilities. This can increase agent utilization
ratio.
If agent has multiple skills, each agent’s skill has different level.
Supports several agent distribution modes, such as optimal skill matching,
average distribution, most skill first, and highest skill level first. Each call can
be distributed to the proper agent.
Skill 2
Skill 3
Agent 1
Agent 2
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17
CTI Platform-CTI System Management Tool
The features of the configuration console are as follows: Providing a wizard configuration mode Managing scheduled tasks Adding or deleting configurations in batches Providing the powerful function of querying configuration items
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18
The features of the monitoring console are as follows: Monitoring data items and supporting the function of customizing to-be-displayed diagrams Supporting the customization of the function that key indexes are displayed on the scroll bar. Managing agent seat diagrams online Providing the detailed indexes of the running of components
CTI Platform-Monitoring Console with Powerful Functions
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 19
1 QC
Preparation
QC relationship management Appraisal item management Appraisal template management …
Media recording management Extraction policy management QC plan management Playback and scoring of media records Real-time supervision …
3 Quality
Analysis
QC result analysis Analysis of appraisal item results QC volume analysis Analysis of the number of special SNs …
4 Other
Functions
General query Case management …
2 QC
Appraisal
CTI Platform-Quality Control Service
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20
CTI Platform- Intelligent Report Functions Traffic report System inbound report
IVR traffic report
IVR traffic report (By service type)
Manual inbound call report
Manual inbound call report (By
service type)
Call waiting time report
Trunk usability report
Online agent amount report
Agent report Agent basic information report
Agent login/logout detail report
Agent rest brief report
Agent operation brief report
Inspection operation brief report
Agent operation detail report
Agent outbound call brief report
Agent call traffic report
Agent call traffic report (based on skill
group)
Provides 17 basic reports.
C/S architecture. Report does not support customization.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 21
CTI Platform -Multiple Service Development Tool
SCE Tool VXML Tool
OPEN API
JTAPI
COM/DCOM
CCCBAR
ActiveX/DLL
Abundant interfaces
Abundant Development Tool
C/JAVE development environment.
Development Supporting Team
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 22
Voice Conference Record Solution
Core LAN Switch
File Server
File Server
Agent Access LAN Switch
UAP3300
E1 Trunk
Agent phone
Media stream
File transfer stream
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 23
Agent framework interface
SN Area Function
1 Status switch area Show and switch the agent status, such as idle ,connected ,wrap up, busy,etc.
2 Call connection area Hold Call ,Mute Call, Transfer Call and Initial Call
3 Call information area Show the calling party information and call type
4 Operation result area Show the result of an operation performed and display new notes
5 Bulletin and email
information area
Handle the bulletin and e-mail message
6 Floating work area After an agent answers a call, the system displays the floating work area according to the
call type.
System provides abundant interfaces for Agent Workplace Development.
› API. ActiveX, CCCBAR, JCCCBAR, JTAPI
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 24
Multiple Service Development Tools
SCE Tool VXML Tool
OPEN API
JTAPI
COM/DCOM
CCCBAR
ActiveX/DLL
Abundant interfaces
Abundant Development Tool
C/JAVE development environment.
Development Supporting Team
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 25
ALL-IN-One Solution Highlights
ALL-IN-One Solution Functions
ALL-IN-One User Cases
Content
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
35pt : R153 G0 B0
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32pt : R153 G0 B0
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Page 26
Worldwide Applications for SMEs
Mauritania Mobile
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 27
Helping Vodafone Add Real Value to SMEs
Service revenue in addition traffic revenue: increased by 30%
Better partner management, service innovation, and service
creation
Challenges:
Huawei Solution:
Benefits to Customers:
Full-service operation: from GSM to 3G, FMC & Internet
Vodafone has more than 85% of SMEs in the enterprise market.
The churn rate is greater than 30%.
The partner control capability is weak.
Business place for developers and partners
Enterprise gateway: office-in-a-box for SMEs to provide
connectivity, security, and services
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
35pt : R153 G0 B0
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Page 28
Nigeria MTN Case
Number of Subs grows fast
Fast implementation
Smooth expanding to large scale
Nigeria MTN CASE:
•50 seats for first phase.
•Geographic Redundancy.
HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
35pt : R153 G0 B0
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32pt : R153 G0 B0
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Page 29
Ordering secretary in Shanghai 021-57575777
Customer Challenges People has generally accepted the way to order in restaurant
by telephone.
Contact center made by board often overload, even down
when ordering in peak time.
Customer Value
Protecting the original customer resources by keeping original access number, original habit of using.
Huawei‘s ALL-IN-One solutions eliminate the customer’s worries, customers no longer have to worry about
the peak traffic impact for ordering.
Number of customers’ ordering is rising for the following months
Huawei Solutions
Keep the original brand - access number 021-57575777
Compatible with the original carrier access
Huawei integrated solutions, including carrier-class reliability
ACD, proven anti-surge capability
Thank you www.huawei.com