Huawei IPCC solution provides a stable, reliable, and integrated contact center platform to reduce OPEX for customers. The Huawei IPCC solution integrates multimedia, broadband, and 3G applications, and supports access via various media types, such as voice, fax, email, Web, video, SMS, WAP, and MMS. The solution also supports modern contact centers, such as distributed, multimedia, virtual, and network contact centers.

The open Huawei IPCC solution integrates with enterprise service systems (such as CRM and ERP) to form an integrated information service system. The system can support functions, such as graded services, value exploration, positive marketing, and knowledge sharing. Thus, the Huawei IPCC solution can increase enterprises’ overall competitiveness by providing quality, efficient, and full interactive services, helping enterprises broaden service channels, lowering sales and service costs, improving customer experience and satisfaction, and translating contact centers into service expansion and profit centers.

Geared to characteristics of different sectors, Huawei offers a customized professional IPCC solution for banking, government hotlines, emergency contact centers, outsourcing contact centers, railways, outgoing calls.

The Huawei IPCC solution can meet the following contact center requirements:

• Stable and reliable operation
• Low CAPEX and OPEX
• Rapid service launch
• Diversified customer contacts to expand service channels
• Focus on value customers, improve marketing capability, and explore customer value.
• Knowledge sharing, unified workflows, and high service quality

With more than ten years’ experience and strong expertise in the contact center field and with a focus on customer requirements, Huawei is devoted to offering a competitive IPCC solution for customers.

• World-class quality

• A series of unified, reliable carrier-class multimedia access platforms are integrated to ensure smooth service operation in contact centers.
• The industry’s highest-integration solution, which is environmentally-friendly and space and energy-efficient.
• NGN-oriented evolution and capacity expansion to protect long-term corporate investment.

• Integrated solution

• The end-to-end solution covers ACD, CTI, IVR, recording, and terminals, and supports unified network management, helping reduce CAPEX and facilitate maintenance.
• Diversified secondary development components and tools (graphic IVR process development interfaces and simulated testing environment) are provided to support rapid integrated delivery and corporate service launch.
• A variety of operation management tools (telephone marketing software, Web-based reporting and monitoring, shift scheduling software, and knowledge base) are provided to improve customers’ sophisticated operation abilities.
• Integrated with the CRM system into a unified overall service platform, the solution can explore and focus on value customers.

• Customized services

• Huawei offers customers differentiated industry-specific solutions and customized services, which cover outsourcing contact centers, banking, government hotlines, railways, and outgoing calls.
• Expert consultation and training are provided to improve service operations and maintenance management capabilities.
• Over 130 service branches and over 1,000 professional service engineers are distributed throughout the world to safeguard the long-term stable system operation in contact centers.

• Reduced CAPEX and OPEX

• The one-cabinet integrated solution supports system pre-installation, thus saving energy, reducing emissions, and improving the utilization of equipment rooms as well as rapid installation and delivery. The end-to-end integrated solution can help cut down CAPEX and OPEX. The operation capability suite includes management software, such as graphic management monitoring platforms, service creation environment, workflow, knowledge base, and shift scheduling software, which combine to improve operability and manageability.

• Stable and reliable system platforms ensuring normal service operation

• Contact centers are playing an important role in improving service quality and increasing profits. Therefore, stable and reliable system operations in contact centers may adversely affect service quality and business volume. The reliable carrier-class solution covers active and standby main control boards, active and standby CTI, and media resource load balance, which can help resist solidly against traffic surge and single point of failure.

• Rapid service launch

• The solution provides graphic service creation and simulated testing environment, customized service templates geared to industries, and online uploading of service processes. These features combine to improve customers’ service launch capability, support the service updating in contact centers, and improve market responsiveness.

• Extensive service channels

• The Huawei IPCC solution supports access via various media, such as voice, fax, email, Web, video, SMS, WAP, and MMS. This enables users to access contact centers and request services through multiple channels anytime anywhere. Additionally, the solution expands sales and marketing channels for enterprises.

• Improving marketing capability and exploiting customer value, with a focus on value customers

• The solution integrates with the CRM system to explore potential customers, focus on target value customers through multi-turn marketing, and offer high-quality services for value customers.