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.
HUAWEI IP Contact Center
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Huawei IP Contact Center Architecture
Application
Customer Service Marketing Promotion Outsourcing Service Value Added Service
Agent Framework
Voice & Video Portal Workflow Bulletin & Memo
eService e-Learning QC & Report
Application Platform
Telesales KBS & Search Engine
Media Platform
CTI WFM
IVR Monitoring
Outbound Recording
Media Access
SoftACD
Multimedia Service Platform
NGN/3G
PSTN/PLMN
Internet
Interactive channel
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End2End Total Solution All IP Architecture Broad-Narrow Band Integrated Green Design, Low TCO
Huawei IP Contact Center Portfolio
Multimedia Contact Center Platform (ACD/CTI)
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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, …...
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Voice & Video Portal
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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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HUAWEI IP Contact Center
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Huawei IP Contact Center Portfolio
eService
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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.
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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HUAWEI IP Contact Center
Huawei IP Contact Center Portfolio
Abundant Contact Center Application
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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 desktop, 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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HUAWEI IP Contact Center
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Huawei IP Contact Center Application -Transfer From Cost Center to Value Center
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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.
PSTN PLMN 3G/NGN Customer Service Outsourcing Marketing Promotion IVR Service
Contact Center
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Customer service:
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Outsourcing:
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Consultation Service Handling Complaint & Suggestion customer detention
Service outsourcing Agent outsourcing Temporary service
Huawei IP Contact Center
Marketing Promotion:
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Value Added Service
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Marketing Investigation Multi-wave marketing Cross Sale, Up Sale customer detention
Directory Service Voice Mail, Video Mail Missed Call Notification Voice to SMS/MMS Recharging
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HUAWEI IP Contact Center
Huawei IPCC Solution Unique Value
Footprint in contact center: more than 15 years experience
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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.
Improve Customer Satisfaction
Increase Value
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Excellent service is the key for customer retention Segment Service optimize each contact point of customer Provide personalized service Huawei IPCC Solution Workforce Optimization
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Cross-sell, up-sell, telesales and customer retention Value added service and outsourcing service
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Reduce TCO
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WFM, quality monitoring, performance management, KBS and eLearning for Workforce optimization
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With green design, core components can save 40% equipment room space and 30% power consumption.
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Abundant management package such as workflow, bulletin & memo, for business supporting to improve operation efficiency
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IP technology used to reduce the fixed agent costing and protect future investment
HUAWEI IP Contact Center
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Customer Service & Marketing Promotion Solution Case Study -MTN Nigeria
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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
WEB Monitor
IWeb Reports
Load-Balance
Site 1: Lagos
Site 2: Kaduna
ACD/CTI/IVR/NIRC Resources-Sharing
ACD/CTI/IVR/MSP
IP Network
Agent Group Site 1
Agent Group Site 4
Agent Group Site 2
Agent Group Site 3
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HUAWEI IP Contact Center
Outsourcing Solution Case Study -China Telecom in GuangZhou
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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 Inspect, report, manage… SCE VXML
logical contact center 100 Inspect, report, manage… SCE VXML OA
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Agents
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Agents Bank
ACD Physical contact center
IVR
CTI/CCS Outbound Server
Billing
Work Flow Web / Email Database App Server Server
Case Study - Outsourcing Contact Center of China Telecom in Guangzhou
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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.
HUAWEI IP Contact Center
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Value Added Service Solution Case Study -Vodafone Turkey
Old Platform New unified platform
Migration
Old VMS Platform
Services:
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uIVR Services VMS Service Voice to MMS Service Missed Call Service Notify Me Service Call Back When Busy Service
Old MCN/Notify Me Platform
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Old IVR Platform
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High OPEX of 3 platforms Old Features without updating No Video Function Support ……
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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
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