Huawei Contact Center Solution

Transcription

1 Huawei Contact Center Solution Copyright Huawei Technologies Co., Ltd 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. General Disclaimer 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. HUAWEI TECHNOLOGIES CO., LTD. Huawei Industrial Base Bantian Longgang Shenzhen , P.R. China Tel: Version No.: M C-3.0 e.huawei.com

2 1 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, fax, , and web. 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. 1.1 U2980: Unified Gateway 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 Intelligent Interaction Platform Session Control & Media Platform Contacts Routing Server U2980 Internet Contact Service Performance Optimization Management USM (Unified Session Manager) Proactive Outbound Platform Recommendation Automated Experience Portal Multimedia server U2980 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, fax, Text to Speech (TTS), Automatic Speech Recognition (ASR), and outbound call detection. USM: software-based call control and media resources platform. Software-based Design: virtualized deployment of server components on third-party server, provide high integration, high performance and high reliability service. Incorporated capability of unified gateway: support call accessing, agent and media processing, including announcement playing, call recording, fax,tts,asr, and outbound call detection. Terminal 7900 series IP Phone USM (Unified Session Manager) 1 e.huawei.com e.huawei.com 2

3 1.2 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. 1.3 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 AEP has the following features: 1.4 ICS: Internet-based Contact Center With the network bandwidth increase and network application popularity, more and more Internet-based communication channels emerge, for example, , and web. 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 ISV use Huawei ICS interface to 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 ISV development app with Huawei ICS interface, which 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. Rich functions and flexible application: The AEP provides voice IVR flows, call transfer between agent services and IVR flows, and TTS and ASR capabilities. Internet 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. Web Internet ICS Internet Access Gateway Contacts Routing Server ACD & IVR Script Fax 3 e.huawei.com e.huawei.com 4

4 1.5 Video and multimedia collaboration Videoconferencing and multimedia collaboration system enables the interaction between the user and the agents through a new platform. Video applications greatly improve the effectiveness of information transmission and interactive capabilities of contact center, thus enhancing customer service experience and customer loyalty. Huawei contact center provides rich video and multimedia collaboration interfaces, which are convenient for integrators to develop more video-based software. This feature also helps the enterprises to construct a contact center, combining audio and video, and multimedia capabilities. It employs soft video solution, which supports H.264 encoding, up to 720P 30fps HD videos and also features abundant video agent functions such as video retention, video transfer, three-party video calls, delivering users richer service experiences. Multimedia collaboration (desktop sharing, remote control, document pushing and others)provides more available service bearings for enterprises. 1.6 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 Outbound Campaign Management 3 rd party outbound campaign management system 5 e.huawei.com e.huawei.com 6

5 1.7 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. 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 basic report system. 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 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. Basic Report System: The B/S-structure report system developed by Huawei, provides 20 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 enable enterprise staff to learn about the historical system operating status from multiple aspects. The report system help enterprises improve the service quality and operation efficiency and enhance the corporate competitiveness in target customers. The report system has the following features. Supports dynamic filtering to focus on key indexes and improves the data analysis efficiency. The report system 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. 2 Huawei Solution Highlights Summa All-In-One Platform Solution: Huawei can provide a End-To-End platform, including ACD, CTI, IVR, Voice 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. Open Platform Open API: Huawei CTI provides, 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 box. These supports can help ISV doing software development rapidly and easily. 7 e.huawei.com e.huawei.com 8

6 3 Successful cases 3.1 CHINA CITIC BANK Customer Challenge Due to aged hardware equipment and obsolete hardware and software technologies, the previous contact center is difficult to improve the application services. To build up a new platform is in urgent need to deliver better customer services. The capacity of the previous contact center fails to satisfy the scale of service development, and lacks of redundancy system. Flexible redundancy system is urgently required to improve the reliability and scalability. The new system needs to be interoperable with the approaching multi-media, full-channel applications. Huawei Solution End-to-end integrated solution: provides end-to-end solutions such as CTI, IVR, queuing, recording, fax, IP telephony, which facilitates integration, lowers operation and maintenance costs, thus improving operational efficiency; Powerful performance: Based on Huawei's patented devices, it combines broadband and narrowband integrated access, and high-density E1 access capabilities, and integrates rich media resources. These features significantly improve the IVR processing and recording performance, reducing operating costs. The latest carrier-class platform also supports up to % reliability. Easy extension: Supports for video customer service, multimedia collaboration, expert customer service, and crosschannel integration to enhance customer services. Customer Benefits An industry-leading cross-channel customer service platform is built up for service extension to multimedia customer service, video customer service and remote banking, adding more values to the contact centers. An integrated solution helps reduce the construction costs and OPEX. Rapid delivery of local service to improve customer service and boost business innovatio 3.2 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. 9 e.huawei.com e.huawei.com 10