Huawei espace Contact Center Solution

Transcription

1 Huawei espace Contact Center Solution

2 Communication And Network Are Changing Millions Cloud service and application are available Wireless network bandwidth grows fast. 4.9G Movie = 3S in 4G Download 2M 3G 4G Download 100M Mobile phone user is more than 5.3 billion. Intelligent mobile phone grows fast. Download 171.2kpbs 2G Innovation of communication 1

3 Continuous innovation is the soul of the Huawei Began to research TDM ACD - C&C08-Q Guangdong Telecom The biggest contact center in China(7,000 agents, 21,000 IVRs) Shenzhen Mobile (1,166 agents) Workforce management Quality management Outbound contact center IP & SIP based contact center Network Contact Center Virtual Contact Center Web contact center Multimedia channels unified queuing and routing IP ACD UAP3300 (for SME) 3G/NGN based contact center IP ACD - UAP8100 (for large enterprise) Support VoiceXML IMS based contact center Video Contact Center Outsourced Contact Center Support CCXML Integrated with the 3rd CRM Cloud Contact Center Contact center as a service Green Agent IP ACD - U2990 (for large enterprise) All in one box solution IP ACD - U2980 (for SME) Presence-based contact routing Social Engagement Expert Advisor HD video (VTM) Unified Session Manager & Media Server (PC server based) Mobile Engagement

4 Market Share Change Market Share 2011 Market Share 2012 Avaya 776, , % 35.8% 30.5% Genesys , % 0.0% 17.2% Cisco 400, , % 18.5% 17.0% Huawei Technologies Co., Ltd 139, , % 6.4% 7.3% NEC 52, , % 2.4% 3.4% Mitel 48, , % 2.2% 2.9% Aspect Communications 95, , % 4.4% 2.7% Siemens 50, , % 2.3% 2.3% Enghouse Interactive 6, , % 0.3% 2.2% Altitude Software 42, , % 2.0% 2.1% Others 557, , % 25.7% 12.6% Total 2,170, ,057, % 100.0% 100.0% Source: Gartner (March 2013) Ranked NO.2 Contact Center market share in Asia/Pacific NO.1 Contact Center market share in China 80% Telecom industry market share in China From Gartner G : Magic Quadrant for Contact Center Infrastructure, Worldwide

5 Huawei espace Contact Center Solutions Application & Management Quality Control Agent Server Management Tool Outbound Campaign Uniform Report Video: High-definition (HD) video calls for delivering live face-to-face communication experience Intelligent Interaction platform Contacts Routing Server Automatic Experience Portal Collaboration: Seamless collaboration among all agents for increasing the FCR(first call resolution ) rate Multimedia Connection Gateway U2900 Series Gateway Internet Connection Gateway Social media: Integration with multiple social networking sites (SNS) for constructing a proactive marketing platform Terminal and interaction channel Voice Video Web Fax SNS High integration: reduce customer integration workload; increase solution reliability. 4

6 Contact Center Product Portfolio Performance Optimization Management Performance Optimization Management Business Intelligent Report Intelligent Interaction platform Contacts Routing Server Internet Contact Service Proactive Outbound Platform Automated Experience Portal Session Control &Media Platform Recommendation U2980 Terminal 7900 series IP Phone Agent Soft phone 5

7 Worldwide of Huawei espace Contact Center Brazil Claro Tivit Sercom Credigy Vivo Bank of Northeast of Brazil Vodafone Italy TLF Spain Lebra England KPN Netherland Telefonica Spain Nigeria Command Center Tunisiana Tunisia Vodafone Egypt Etisalat Nigeria Vodafone Nigeria MTN Ketediwa Ghana e-government Saudi Aramo CMPak Expansion STC Kuwait STC Saudi Arabia Iran Tamin CMPAK Pakistan LRA Pacific, Philippine(Cloud CC) Teletalk Bangladesh Camshin Cambodia SLT Sri Lanka MPT Mobile Myanmar Babilon Tajikistan China Mobile China Unicom China Ping an insurance China Telecom Bank of China Tao Bao B2C Baidu Latin America Europe Africa Middle East Asia (not including China) China 6

8 Case Study: Guangdong Mobile In China Customer Challenges More than 96 million subscribers, 13,900 agents, and 43,000 IVR channels. Need a reliable system. Deployment on 6 branches to ensure reliability. Integration with existed BSS system. Multimedia channels. Huawei Solution Benefits As the leading mobile services provider in Mainland China, the Group boasts the world's largest mobile network and the world's largest mobile customer base. The Group has a total staff of 182,487, and maintains a leading position in Mainland China. Customer base has reached 710 million. Guangdong is the largest branches in group. Maximum 20K agents, % reliability. Network contact center for 6 sites. Load balance with each other. API for BSS system integration. Onsite customization support. Unified routing for voice, , and web channels. Agent with multiple skills. Based on customer survey, using Huawei solution, customer satisfaction is improved from 92.3% to 93.1%, Opex is saving 15% per year. 7

9 Virtual Mini Branch Help BOC to Expand Branches Rapidly Customer Challenges Difficult to deploy the branches. High costs including the rent cost, manpower cost and operating cost. Low resource utilization such as limited service time (5*8 hours), Financial Planner cannot serve every branch, etc. Low customer satisfaction like big transaction volume on counters, long waiting time, etc.. Huawei Solution Benefits Improve the efficiency of E-channel and reduce channel cost. Innovative channel as the extension of counter service, provide 7*24 hours services. Gradual transition easy things first from the simple business to provide financial service and value-added services. To get more customers by issuing new card rapidly. BOC has deployed 30 branches; Plan up to 200 branches in Customer Background : Bank of China is the 4 th biggest bank of China and ranked 93th in Fortune 500, which founded in In the end of 2011, Bank of China has a total of 10,951 domestic and foreign institutions all over the world. In the commercial bank part of China mainland, BOC has 37 primal branches,296 secondary branches and 9,891 grassroots branches. 8

10 Getin Holding Bank In Poland Customer Challenges Need local customization service Need a total solution to replace existed combination system. Lower investment with Full functions. Huawei Solution Benefits Cooperation with the Huawei channel partner. Provide local Getin Holding S.A., a capital group founded by Leszek Czarnecki, Ph.D., is the fastest growing Polish financial group. Getin Holding is one of the biggest companies listed on the Warsaw Stock Exchange WIG 40 index after-sale service and customization service. End to end solution, including ACD, CTI, Inbound, Outbound, Report, etc.. Voice from IT director of Getin Holding, The Integration capability of Huawei is much better than other suppliers. 9

11 HUAWEI ENTERPRISE ICT SOLUTIONS A BETTER WAY Copyright 2014 Huawei Technologies Co., Ltd. All Rights Reserved. The information in this document may contain predictive statements including, without limitation, statements regarding the future financial and operating results, future product portfolio, new technology, etc. There are a number of factors that could cause actual results and developments to differ materially from those expressed or implied in the predictive statements. Therefore, such information is provided for reference purpose only and constitutes neither an offer nor an acceptance. Huawei may change the information at any time without notice.