Huawei Multimedia Contact Center Solution

Huawei Multimedia Contact Center Solution

CONTENTS Overview 2 Unified Gateway Series: Application to Different Scales of Contact Centers 3 CRS: Intelligent Queuing and Routing 4 AEP: Around-the-Clock Self-Service 5 ICS: Internet-based Contact Center 6 POP: Telemarketing Platform 7 POM: Real-Time Monitoring and Inspection 8 BIR: Refined Report Management 9 Agent: Full-Featured Agent Desktop 10 Huawei Solution Highlights Summary 11 Successful cases 12 The best partners 15

Overview With the rapid development of 3G/4G network technologies, popularity of smart phones, and application spurt, people can communicate with each other through varied channels. Besides voice communication, the Microblog, WeChat, and Instant Messaging (IM) also become indispensable in daily lives. The customer contact center, an important bridge between enterprises and customers, needs to adapt to changes in communication channels to provide more convenient services. As a result, the contact center can change from a customer service center to a value and profit center that provides value-added and targeted marketing services. As a leading global Information and Communications Technology (ICT) solutions provider, Huawei adheres to the openness, cooperation, and win-win principles and is dedicated to providing the optimal multimedia contact center platform and more advanced, effective, and reliable solutions to create values for customers. With core contact center technologies at hand, Huawei provides end-to-end solutions to increase the system operation and maintenance (O&M) efficiency, reduce risks, and improve system reliability. The multimedia contact center solution launched by Huawei has the following features: Supports access from multiple media channels, including voice, video, fax, email, web, and social media. The Contacts Routing Server (CRS) routes requests from multiple media channels in a unified manner and allocates the requests to the most appropriate agent or Interactive Voice Response (IVR) flow. Provides a wide array of management components in Browser/Server (B/S) structure, including outbound calling system, realtime monitoring system, inspection system, and report system so that management personnel can monitor the running status of a contact center in real time. Provides an open platform that supports secondary development and service integration to deliver custom solutions through various interfaces. Panorama of the multimedia contact center solution Performance Optimization Management Performance Optimization Management Business Intelligent Report Intelligent Interaction Platform Contacts Routing Server Internet Contact Service Proactive Outbound Platform Automated Experience Portal Open Business Gateway Session Control & Media Platform Recommendation UAP3300 U2980 U2990 Terminal 7900 series IP Phone Agent Soft phone 2

Unified Gateway Series: Application to Different Scales of Contact Centers The multimedia contact center solution supports Huawei-patented narrowband and broadband unified gateways, that is, UAP3300, U2980 and U2990. The unified gateways use the industry-leading software and hardware architecture and are applicable to small-, medium-, and large-scale contact centers. U2990 UAP3300 0Agent 0IVR- 150Agent 150IVR U2980 150Agent 150IVR- 500Agent 500IVR More than 500Agent 500IVR Integrated device: A unified gateway provides call control, Public Switched Telephone Network (PSTN) access, and media resource functions. The full-featured unified gateway brings the following benefits: Improves system integration and reliability Reduces possible faulty points Requires less auxiliary devices Lowers construction and O&M costs Simplifies system maintenance Media resource platform: The unified gateway embeds rich media resources, including announcement playing, call recording, video, fax, Text to Speech (TTS), Automatic Speech Recognition (ASR), and outbound call detection. 3

CRS: Intelligent Queuing and Routing The CRS, core of the contact center system, routes calls from multiple media channels in a unified manner. The CRS enables customers to access contact centers anytime and anywhere and helps enterprises provide quality services. Additionally, agents use a unified agent desktop to provide all services without switching between terminals. This helps increase the agent service efficiency. The multimedia contact center solution supports virtual contact center (VCC) services. Multiple logical contact centers, known as VCCs, can be constructed on a physical contact center. Each VCC has independent access codes, agents, IVR flows, and operation management systems. When a small- or medium-size enterprise does not have sufficient investments to deploy its own contact center, the enterprise can rent a VCC from a physical contact center deployed by a large-size enterprise. This helps small- or medium-size enterprises lower costs. Traditional local contact centers work independently of each other. Local calls can be routed to only the local contact center. The lack of cooperation between contact centers results in low operating efficiency, low service quality, inefficient use of resources, and slow service growth. To address these problems, network-wide resource sharing and load balancing are required. In Huawei multimedia contact center solution, multiple local contact centers are connected to form a networked contact center. The networked contact center supports network-wide call distribution, resource sharing, and load balancing to deliver ideal "one-point access, network-wide service". For large-scale contact centers, a multi-site disaster recovery mechanism can ensure the reliable running of the contact center system. The multimedia contact center solution integrates all resources of multiple sites on a unified platform. If a single point of failure (SPOF) occurs, calls and agents at the faulty site can be seamlessly switched to another functioning site. This resource integration capability ensures service reliability. The administrator can query reports of all sites and performs unified inspection and configuration for all sites, which greatly improves the O&M efficiency. 4

AEP: Around-the-Clock Self-Service The Automated Experience Portal (AEP) provides around-the-clock self-services to migrate agent services to IVR flows and reduce service costs. The multimedia contact center solution provides the video IVR system. In a voice IVR flow, to select a service option, customers have to hear the instruction announcement. However, in a video IVR flow, customers can select any service option at any time. The video IVR system delivers superior customer experience. The AEP has the following features: Rich functions and flexible application: The AEP provides voice and video IVR flows, call transfer between agent services and IVR flows, and TTS and ASR capabilities. Advanced architecture, high reliability, and easy service expansion: The AEP uses the architecture where the control part is separated from the bearer part. Media resources are provided by the unified gateway, and media controls are performed by the AEP server. This architecture enhances system reliability, scalability and O&M efficiency. Drag-and-drop development tool that is easy to learn and use: The AEP provides the Service Creation Environment (SCE) and IVR Integrated Development Environment (IDE) development tools and supports standard Voice Extensible Mark-Up Language (VXML) and Call Control extensible Markup Language (CCXML) scripts. Using the drag-and-drop development tool, even elementary engineers can quickly learn how to develop IVR flows. 5

ICS: Internet-based Contact Center With the network bandwidth increase and network application popularity, more and more Internet-based communication channels emerge, for example, email, web, and social media. By integrating those communication channels, Huawei multimedia contact center solution helps enterprises construct multimedia contact centers and provide consistent service quality. The Internet Customer Services (ICS) has the following features: Quickly responds to incidents to protect the corporate image. The ICS connects to social media sites (for example, Twitter and Facebook) and actively searches for public opinions posted on the social media sites. When detecting emergencies or key information, enterprises can quickly assign agents to reply and prevent negative news from being broadcast to protect corporate images. Proactively posts or pushes enterprise information to customers. The ICS enables enterprises to proactively post new products or services to customers through social media sites so that customers can learn about latest products and services in real time. The ICS helps enterprises expand enterprise influence and explore potential customers. Integrates with the Unified Communications (UC) system to support desktop sharing. When only voice call and text chat services are available, agents usually need to repeatedly confirm with customers about their requests. In this situation, the service efficiency is so low. The ICS, integrated with the UC system, allows customers to share their desktops with agents so that agents can quickly locate problems. As a result, the service efficiency is greatly increased. Provides the text navigation function. The ICS categorizes services and enables customers to locate what they want at a glance. This function saves service time and enhances customer satisfaction. Provides the intelligent chat robot. The ICS provides the intelligent chat robot for automatically replying to customers. The intelligent chat robot relieves agent workload, lowers enterprise costs, reduces waiting time, and improves service quality. Internet Email Web Internet ICS Internet Access Gateway Contacts Routing Server Fax ACD & IVR Script 6

POP: Telemarketing Platform The Proactive Outbound Platform (POP) changes the contact center from a passive response call center to an interactive center. The POP allows enterprises to perform telemarketing and product review. Telemarketing enables agents to promote new products and services to customers. Product review enables agents to make a survey about products. These approaches help enterprises improve customer satisfaction and retention. The POP has the following features: Allows agents to provide both inbound and outbound calling services to reduce the operating expense (OPEX). An agent can answer inbound calls and make outbound calls. The outbound calling service takes priority over the inbound calling service. When there is no outbound campaign, the agent can answer inbound calls. The inbound and outbound integration mode maximizes the usage of agent resources. Provides multiple outbound call policies from which an enterprise can select an optimal one. The POP provides three outbound call modes, including predicted, previewed, and preempted, to meet diversified service requirements. Provides the B/S-structure outbound campaign management tool. The administrator can create outbound campaigns, import outbound data, and specify outbound call policies. The administrator can view statistics about outbound campaigns and adjust the outbound call time and agent count to improve the outbound service quality and win customers for enterprises. Provides open WebService interfaces to integrate with the third-party outbound management systems. Agent Agent IVR Support agent outbound and IVR outbound. Blend agent who can be used as inbound agent and outbound agent simultaneously. OBS Outbound Server- Core server User NGN/PSTN Outbound campaign manager ACD Intelligent Routing Platform HPS Outbound Campaign Management Web service interface 3 rd party outbound campaign management system 7

POM: Real-Time Monitoring and Inspection The Performance Optimization Management (POM) uses the B/S structure and consists of two subsystems: real-time monitoring and inspection. The real-time monitoring subsystem provides a full array of functions, such as multi-dimensional real-time data statistics, diversified data presentation, and refined alarm indexes. These functions help enterprises quickly learn about the operating status, reconfigure services and agent distribution in time, and improve the service quality. The inspection subsystem provides abundant inspection methods and professional scoring management to help enterprises inspect agent work, detect excellent employees, boost miracle, and enhance the service quality. The real-time monitoring subsystem has the following features: Provides diversified agent monitoring modes to facilitate monitoring and inspection. The real-time monitoring system clearly displays agent statuses, locations, organizations, and service statistics through monitoring graphs, thumbnails, and lists. This enables inspectors to view and perform operations on agents easily. Provides multi-dimensional monitoring indexes and supports standard and refined operation and management. The realtime monitoring system shows the system running status from multiple aspects, including VCCs, IVRs, skill queues, and agent groups. As a result, the real-time monitoring system provides solid data basis for inspectors to forecast service traffic and make appropriate adjustments. Provides the one-screen monitoring function. Monitoring graphs of different monitored objects are displayed on the same screen so that inspectors can clearly learn about the system running status at a glance. The inspection subsystem has the following features: Provides a variety of inspection methods to improve the inspection efficiency. Inspectors can perform real-time and postevent inspection on agent services. In real-time inspection, inspectors listen for or insert into ongoing calls between agents and customers and perform screen inspection on agents. In post-event inspection, inspectors can play back call and screen recordings or view text chat and email records to inspect agent services. With these inspection methods, inspectors can encourage agents to improve their service performance to increase customer satisfaction. Automatically allocates inspection tasks to inspectors. The inspection subsystem automatically extracts call recordings by agent, service type, time segment, and service duration, and allocates the extracted call recordings to inspectors. Inspectors no longer need to manually choose call recordings to inspect. This function relieves workload for inspectors and increases the inspection efficiency. Supports scoring calibration and scoring mode customization to implement fair scoring and improve agent satisfaction. By comparing scores given by inspectors and the standard score given by administrators, inspectors are required to make a fair scoring and motivate agents to work more efficiently. 8

BIR: Refined Report Management The Business Intelligent Report (BIR), a B/S-structure report system developed by Huawei, provides 40 types of baseline reports, including trunk reports, contact center reports, IVR reports, skill queue reports, agent reports, multimedia reports, outbound call reports, and inspection reports. Specific data statistics and various presentation modes (tables and charts) enable enterprise staff to learn about the historical system operating status from multiple aspects. The BIR help enterprises improve the service quality and operation efficiency and enhance the corporate competitiveness in target customers. The BIR has the following features: Supports dynamic filtering to focus on key indexes and improves the data analysis efficiency. The BIR filters out non-key indexes to shorten the data analysis time and improve the work efficiency. Displays data in multiple formats that can be specified based on the site requirements. Reports can be exported in multiple formats, including HTML, Excel, CSV, and PDF. Automatically exports reports at a scheduled time. The BIR supports periodic report tasks that can periodically export reports and automatically send the reports to a mailbox or upload the reports to an FTP server. This saves administrators from manually exporting reports and enables administrators to concentrate on potential customer analysis and O&M optimization. Provides the open data dictionary to integrate with the third-party report system. The third-party report system can use the open data dictionary developed by Huawei to integrate with the BIR and generate reports. usioncharts v3.2 Evaluation 64 56 59 54 58 55 53 48 42 42 36 31 31 28 27 22 20 20 20 14 6 6 16 14 14 10 9 15 0 2011-09-07 2011-09-08 2011-09-09 2011-09-13 Total calls Total connected calls Total automatic service calls Total connected automatic service calls Total manual service calls Total connected manual service calls. 9

Agent: Full-Featured Agent Desktop The Agent, a web-based lightweight agent desktop developed by Huawei, integrates with the built-in SoftPhone to provide a full lineup of functions, including voice call, web call, text chat, email, fax, and social media. After logging in to the Agent, agents can process calls placed by customers from any media channel, at any time, and in any place. The Agent has the following features: Provides the unified graphical user interface (GUI) that is easy to use and efficient. The Agent provides a full range of functions, including operation buttons, built-in mail and text editor, fax uploading and downloading, automatic reply, knowledge management, social media distribution and handling, bulletin and memo. These functions enable agents to process multimedia services and increase the work efficiency. Supports phone status synchronization and operation linkage to simplify agent operations and prevent call loss. When an agent is using his or her phone to answer an internal call or the phone is faulty or disconnected, the CRS automatically sets the agent status to busy. At this time, no call will be distributed to the agent, which prevents call loss. In addition, agents can use IP phones or Agent clients to answer and end calls and make outbound calls. Agent statuses are automatically synchronized between IP phones and Agent clients, avoiding call loss that may result from status inconsistency. Enables agents to log in using enterprise accounts conveniently and securely. The Agent can be integrated with the enterprise address book so that agents can easily log in to the Agent using internal domain accounts and passwords. This function saves agents from the trouble of remembering a large number of user accounts and passwords. Connects to the UC system and allocate expert agents to resolve problems posed by customers upon the first call. The Agent provides the expert group, presence status, and one-key transfer functions. When failing to resolve problems posed by customers in calls, agents can select appropriate experts and transfer calls to office or mobile phones of experts. This function enables enterprises to provide customers with more professional service, reduce complaints, and improve customer satisfaction and loyalty. 10

Huawei Solution Highlights Summary All-In-One Platform Solution: Huawei can provide a End-To-End platform, including ACD, CTI, IVR, Voice record, Video record, Screen record, Monitor, Report, Quality control, voice terminal, etc. ACD: Huawei ACD provides abundant functions: PSTN gateway; Media resource; and Call Manager. Especially, Huawei ACD supports abundant media resources: voice announcement; voice record; fax, predictive outbound detection. Inbound/outbound blended solution: Huawei contact center system can be used for inbound and outbound together. If system inbound call traffic is not busy, system can make outbound call. This mechanism can increase agent work efficiency. UC function integration: Huawei contact center provides UC service integration function. This can increase agent work efficiency with expert agent. Huawei ACD has media resource which can provide multiple party conference function. Open Platform Open API: Huawei CTI provides JTAPI, Web service, and ActiveX interfaces for customization and integration. Huawei also provides IVR script development tool. Engineers can develop IVR scripts using these tools. 3 rd Party Integration: Even though Huawei system can provide a total platform, Huawei platform is also open for 3 rd party CTI/ WFM/TTS/ASR/Record system integration. Simulative development environment, ISV support telephone hotline, and ISV support email box. These supports can help ISV doing software development rapidly and easily. Video Contact Center Video IVR and Video agent can provide a better service experience for customer. ALL-In-One solution supports 3G video connection. It does not need 3 rd party system integration. Supports video record and video quality control function. 11

Successful cases Telefonica in Spain Telefónica is a Spanish broadband and telecommunications provider with operations in Europe, the United States and Latin America. Operating globally, it is the fifth largest mobile network provider in the world. Customer Challenge Social media and web customer service are essential for tenants. Rapid and easily customization. IMS network connection. Big capacity requirement Huawei Solution 1700 agents and 1050 IVR. Deployed on IMS network. Working as an AS on IMS network. Web service and OCX interface for customization and integration. A flexible platform. Alcorce is ISV working for tenant requirements customization and integration. Multi-channels platform. Social media, video, web customer service, etc. Customer Benefits New service attracts new customers. Total solution reduces OPEX. 12

Brazil BNB Bank Customer Challenge New services cannot be running on old platform. Pay more attention on system reliability and security. Agent should have collaboration with bank colleges. Need professional services to reduce OPEX. Huawei Solution Provide UC and IPCC total solution (11575 UC users, 197 IPPBX, 450 Agents) Provide geographical disaster redundancy and local survival function. Adopts SRTP media encryption and TLS signal encryption Agent also can enjoy UC functions and multiple terminals. Agent can acquire professional agent s presence status, directory information. Customer Benefits Increase internal communication and collaboration efficiency. High security and reliability system ensure Bank business normal 13

Taotabo Contact Center Taobao Introduction Taobao is the largest B2C and C2C website in Asian and Pacific Region. In 2010, Taobao has 0.37 billion users, 0.8 billion goods in website. At the most busy time, 60 million users visit Taobao website one day, and an average of 48 thousand goods can be sold by Taobao every minutes. To provide best service for users, Taobao has these requirements. Unified Image: Taobao wants to use a unified telephone access number. This contact center telephone number will be the new customer interaction channel. High capacity, High reliability: Taobao has 40 thousand online shops. It will have about 80 thousand agents in future. So system should be high capacity and reliability. Openness: Taobao has many TP partner. TP partner provides IT services for online shop. So system should be integrated with TP easily. Customer Benefits SAAS cloud based on Web technology: Do not need customization, online shop can use contact center service immediately. High capacity and reliability platform: Huawei platform can meet Taobao capacity requirement. Agent amount will be 30000 as plan. Open platform: Huawei contact center ability can be integrated with existed Taobao TP partner easily. So TP can give rapid response for online shop requirement. Cooperation with powerful partners: Huawei, China Telecom, Taobao, and Taobao TP will cooperate with each other, and provides better service experience for Taobao users. 14

The best partners Huawei has built open labs and Industry Collaboration Labs. Huawei will consummate contact center solutions with partners. Open labs Industry Collaboration Labs Moscow, Russia Turkey UAE America Beijing, China Shanghai, China Hangzhou, China Sao Paulo, Brazil Shenzhen, China Open Labs Industry Collaboration Labs Develops open products and services with Develops solutions and services for independent software vendors (ISVs), systems government organizations and finance, integrators (SIs), and contact center solution transportation, electronics, energy, and partners, and performs interconnection test, ISP industries, and increase the number of training, and authentication. partners in various industries. Location: China (Hangzhou, Shenzhen, and Location: China (Hangzhou, Beijing, and Beijing), European countries, and America Shanghai) and the UAE 15

Huawei partners ISV/BP Call Log/CTI WFM TTS/ASR CRM Others Owners China's Best Provider of Contact Frost&Sullivan Award 2009 China (Asia Pacific) Best Customer Service Solution Center Technologies To Huawei Best Call Center Provider in China 2009 Indonesia Best Contact 2010 China (Asia Pacific) 2011 China Best Contact APCCAL Appreciation Award Center Solution Best Call Center Center Solution Technology Contribution 16

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