HUAWEI IP Contact Center

Transcription

1 HUAWEI IP HUAWEI TECHNOLOGIES CO., LTD.

2 1 HUAWEI IP 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, 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 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.

3 HUAWEI IP 2 Huawei IP Architecture Application Customer Service Marketing Promotion Outsourcing Service Value Added Service Agent Framework Voice & Video Portal eservice Application Platform Telesales Workflow e-learning KBS & Search Engine Bulletin & Memo QC & Report Media Platform CTI IVR Outbound WFM Monitoring Recording Media Access SoftACD Multimedia Service Platform Interactive channel NGN/3G PSTN/PLMN Internet 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

4 3 HUAWEI IP Huawei IP Portfolio Multimedia 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, , 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 %. 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,... Voice & Video Portal Voice & Video Self Service: Provide self service by interactive voice & video response. SCE: 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.

5 HUAWEI IP 4 Huawei IP Portfolio eservice SMS/USSD Self Service: Provide self service by SMS and USSD. WEB : 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.

6 5 HUAWEI IP Huawei IP Portfolio Abundant 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, , 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.

7 HUAWEI IP 6 Huawei IP Application -Transfer From Cost Center to Value Center 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. Customer Service Outsourcing Marketing Promotion IVR Service PSTN PLMN 3G/NGN Customer service: Consultation Service Handling Complaint & Suggestion customer detention Outsourcing: Service outsourcing Agent outsourcing Temporary service Huawei IP Marketing Promotion: Marketing Investigation Multi-wave marketing Cross Sale, Up Sale customer detention Value Added Service Directory Service Voice Mail, Video Mail Missed Call Notification Voice to SMS/MMS Recharging

8 7 HUAWEI IP 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 subscribers. Improve Customer Satisfaction Increase Value Excellent service is the key for customer retention Cross-sell, up-sell, telesales and customer 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, performance management, KBS and e- With green design, core components 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

9 HUAWEI IP 8 Customer Service & Marketing Promotion Solution Case Study -MTN Nigeria Multimedia IP 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 Load-Balance IWeb Reports 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

10 9 HUAWEI IP 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 VXML Inspect, report, manage SCE VXML OA... Agents... Agents Bank ACD IVR CTI/CCS Outbound Server Billing Physical contact center Work Flow Web / Server Database App Server Case Study - Outsourcing of China Telecom in Guangzhou Customers: Inbound Service: Outbound Service: Enterprises lower 50% cost by outsourcing the CC instead of setting up by themselves, get 15% increment at quality and operation efficiency.

11 HUAWEI IP 10 Value Added Service Solution Case Study -Vodafone Turkey Old Platform New unified platform Migration Old VMS Platform Old MCN/Notify Me Platform Old IVR Platform Services: uivr Services VMS Service Voice to MMS Service Missed Call Service Notify Me Service Call Back When Busy Service 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 voic integration in the word! --Says Vodafone Turkey VAS Director

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