HUAWEI TECHNOLOGIES CO., LTD.

HUAWEI IP Contact Center

Contact Centers Challenge
Competition Challenge: improve customer satisfaction and loyalty
Facing the increasingly ferce 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 fows 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 operators opinion, contact
center should not only bring perfect brand experience to customer, but also generate value from this business.
Operation Challenge: high effciency and low TCO
About 70% of contact center cost is employee cost, How to improve employee effciency to reduce the cost? How to
increase employee productivity? How to improve employees satisfaction and loyalty? More and more enterprise come
to realize the importance of workforce optimization.
1
HUAWEI IP
Contact Center
2
HUAWEI 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 defne 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.
4
HUAWEI 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 effciency.

TeleSales:

Provide E2E campaign management, tele sales, tele marketing.

Workforce Optimization
Workforce Management:

Provide leverage fexible 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 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 desk-
top, thus to improve agent effciency and reduce the call duration.
Workfow:

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
effciency, 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.

6
HUAWEI IP
Contact Center
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.
Customer
Service Outsourcing
Marketing
Promotion
IVR
Service
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 Notifcation

Voice to SMS/MMS

Recharging

Huawei IP
Contact 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 feld in 1993 and achieved No. 1 market share in China.

Widely applied to various regions, such as China, Asian-Pacifc, 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 workfow, bulletin & memo,

for business supporting to improve
operation effciency
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

fxed agent costing and protect fu-

ture investment
Huawei IPCC
Solution
8
HUAWEI IP
Contact Center
Site 1: Lagos
IP Network
ACD/CTI/IVR/NIRC
Site 2: Kaduna
ACD/CTI/IVR/MSP
Resources-Sharing
Load-Balance
Agent Group
Site 1
WEB Monitor
Knowledge Base Workflow Bulletin and Memo System Configuration
IWeb Reports
Agent Group
Site 2
Agent Group
Site 3
Agent Group
Site 4
Internet Browser
iWeb Report Designer
Report
Project
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 its 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 effciency.

Inspect, report, manage
IVR ACD CTI/CCS
Web / Email
Server
Database
App Server
Outbound Server
SCE
VXML
logical contact center 1
Physical contact center
logical contact center 100
Agents
...
Inspect, report, manage
OA
Bank
SCE
VXML
Agents
...
Billing
Work Flow
10
HUAWEI 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 unifed 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