HUAWEI IP Contact Center

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HUAWEI IP Contact Center

HUAWEI TECHNOLOGIES CO., LTD.

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HUAWEI IP 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.

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

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Unique Application Platform Customer Oriented Rapid Service Deploy Operation Management Optimization

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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 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.

TeleSales
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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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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 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



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



Excellent service is the key for customer retention Segment Service optimize each contact point of customer Provide personalized service Huawei IPCC Solution Workforce Optimization



Cross-sell, up-sell, telesales and customer retention Value added service and outsourcing service







Reduce TCO



WFM, quality monitoring, performance management, KBS and eLearning for Workforce optimization



With green design, core components can save 40% equipment room space and 30% power consumption.



Abundant management package such as workflow, bulletin & memo, for business supporting to improve operation efficiency



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

...

Agents

...

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

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.

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.

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.

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

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