HUAWEI IP Contact Center

HUAWEI TECHNOLOGIES CO., LTD.

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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.
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Contact Center 2

Huawei IP Contact Center Architecture

Application Customer Service Marketing Promotion Outsourcing Service Value Added Service

Agent Framework Voice & Video Portal eService

Application
Telesales Workflow e-Learning
Platform

KBS & Search Engine Bulletin & Memo QC & Report

CTI IVR Outbound

Media
Platform
WFM Monitoring Recording

Media Access SoftACD Multimedia Service Platform

NGN/3G PSTN/PLMN Internet

Interactive
channel

■■ End2End Total Solution ■■ Unique Application Platform

■■ All IP Architecture ■■ Customer Oriented
■■ Broad-Narrow Band Integrated ■■ Rapid Service Deploy
■■ Green Design, Low TCO ■■ Operation Management Optimization
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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.
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Contact Center 4

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.
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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.
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Contact Center 6

Huawei IP Contact Center Application

-Transfer From Cost Center to Value Center
■■ Maximum return on operator’s investment
Customer IVR
■■ It’s flexibility lets carrier rise not only the customer Service Outsourcing
Marketing
Service
Promotion
service system, but also the outsourcing system or IVR
service system. Contact Center
■■ Deliver unique and innovative solutions for a winning
PSTN PLMN 3G/NGN
competitive advantage.

Customer service: Outsourcing:

■■ Consultation ■■ Service outsourcing
■■ Service Handling ■■ Agent outsourcing
■■ Complaint & Suggestion ■■ Temporary service
■■ customer detention

Huawei IP
Contact Center

Marketing Promotion: Value Added Service

■■ Marketing Investigation ■■ Directory Service
■■ Multi-wave marketing ■■ Voice Mail, Video Mail
■■ Cross Sale, Up Sale ■■ Missed Call Notification
■■ customer detention ■■ Voice to SMS/MMS
■■ Recharging
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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 Increase Value

■■ Excellent service is the key for cus- ■■ Cross-sell, up-sell, telesales and cus-
tomer retention tomer retention
■■ Segment Service optimize each con- ■■ Value added service and outsourcing
tact point of customer service
■■ Provide personalized service

Huawei IPCC
Solution

Workforce Optimization Reduce TCO

■■ WFM, quality monitoring, perfor- ■■ 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 ■■ 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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Contact Center 8

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 Bulletin and Memo

iWeb Report Designer iWeb Report Designer

Security Sercer Data Provider

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 Agent Group

Site 1 Site 4

Agent Group Agent Group

Site 2 Site 3
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Contact Center

Outsourcing Solution Case Study

-China Telecom in GuangZhou
■■ 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.

logical contact center 1 logical contact center 100

Inspect, report, manage… SCE Inspect, report, manage… SCE

VXML 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

■■ 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.
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Value Added Service Solution Case Study

-Vodafone Turkey

Old Platform New unified platform

Migration

Old VMS Platform

Services:
■■ uIVR Services
■■ VMS Service
Old MCN/Notify Me Platform
■■ Voice to MMS Service
■■ Missed Call Service
■■ Notify Me Service
■■ Call Back When Busy Service
Old IVR Platform

■■ 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 weeks after PO issued by Vodafone.

“We did a great job together, fastest voicemail integration in the word!”
--Says Vodafone Turkey VAS Director
Copyright © Huawei Technologies Co., Ltd. 2009. All rights reserved.
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