Contact centers are functioning as the second window for banks to offer quick and quality financing services. Amid the deepening IT construction and IP-based convergence driven by broadband, Internet, and 3G, contact centers have fueled a broader range of financial service innovations. Future banking contact centers will offer increasingly all-powerful financial services to customers. As centers that support self-service, investment and financings, marketing promotion, and information service, banking contact centers can interact closely with banks and customers through various media anytime anywhere, thus improving customer satisfaction and service efficiency.

The banks’ contact center service system delivers online banks, IVR self-service, and agent service that have varied quality levels. Online banks and IVR self-service undertake over 95% of non-site services through agents. Costs of services handled by contact centers account for less than one-tenth of those by counters. The service system helps balance service efficiency, level, and cost. As the banking industry matures, a variety of professional banks boom, which will in turn increase competition. As a leading service channel of banks, contact centers are facing more challenges. The banking industry has realized the importance of customer orientation, which necessities customer satisfaction improvement, cost reduction, financing service customization, customer value exploration, and transaction security. This will create both challenges and opportunities for banking contact centers.

With a profound understanding of banking contact centers and over 10 years’ experience in carrier-class applications, Huawei has customized a solution for the banking industry.

Huawei offers a carrier-class integrated banking contact center solution for the banking industry. This solution adapts fully to the requirements of banking contact centers for reliable, stable, secure, and innovative services and refined operations.

• Carrier-class reliability, supporting 7 x 24 hours uninterrupted stable running

• Strong processing capability: The system can support up to 20,000 agents, 26,000 IVR channels, 26,000 trunks, and 8,000 BHCAs, to readily handle surge calls and huge traffic directed to centralized contact centers.
• Active/Standby backup, load sharing, and redundancy configuration of servers and important components; improved system maintainability through optimized systematic fault detection and separation technologies.
• Software design: A modular structure is used. The software design features capabilities such as protection capability, error tolerance, and fault monitoring.
• System overload control: Multiple overload control mechanisms are used, such as level-4 overload control, dynamical encoding, and traffic control. Thus, the reliability of the system can be ensured.
• A backup and recovery mechanism is used for key databases.

• Security mechanism, ensuring the safety and reliability of system transaction data

The Huawei banking contact center solution is designed to prevent unauthorized use and change of transaction data, thus ensuring the security of user ID authentication and transaction data, and offering a safe and reliable telephone transaction platform.

• The three-level security mechanism can protect system data from theft and attack.
  Identification authentication
  Access control
  Data encryption
  
• IVR characterized by enhanced security
  End-to-end signaling flow and media flow encryption
  ID authentication based on voiceprint identification

• Carrier-class integrated solution, realizing smooth upgrading and cutting down OPEX

• Broadband and narrowband integration to deliver strong network adaptability
• Integration of end-to-end equipment and components such as access equipment, CTI systems, IVR systems, recording systems, and agent terminals
• Based on the NGN architecture, supporting smooth evolution to advanced technologies
• High integration and built-in media processing capability
• Built-in SS7 capability and call success rate as high as 99.999%

• Diversified operation management tools and focused operation supporting capability

• The telemarketing software can improve the marketing capability. The outgoing call platform with the functions such as preview, forecast, and reservation can improve the efficiency of outgoing call services.
• Based on the knowledge base and workflow, the platform provides unified and efficient agent services.

• Integration with the Internet and 3G to provide a sustainable service innovation platform

• The Web and IP technologies boost e-commerce by diversifying user interaction channels, such as written communication on Internet, escorted browsing, and whiteboard sharing.
• The highly reliable IVR system can easily support telegraphic transfer (T/T) and foreign exchange transactions that require manual interaction, extending the reach of counter services to anytime anywhere.
• The customized IVR service process enables users to set frequently used services anytime anywhere, thus improving service efficiency and cost.
• The video interaction capability paves the way for contact center service innovation as well as the launch and experience of new services. Through simple video interaction, virtual counter services provide financial consultation oriented to users.

• Open system platform

• Based on the platform, any vendors (integrators) can carry out secondary service development and integration, and integrate transaction systems, contact centers, the CRM system, and the OA system to centralize resources.
• Through integration with the CRM system, the platform can explore customer value and launch multi-turn marketing to generate more profits.
• Professional teams can offer rapid service customization for customers and ISVs to meet service interface and report customization requirements.

• Stable and reliable system platforms, supporting uninterrupted service operation
• • The carrier-class solution based on highly reliable designs in terms of hardware, software, and service safeguards stable and reliable operations of contact center services.
  • The highly reliable designs can protect transaction data and customer information from leakage and thus lower risks of telephone-based transactions.
  • Carrier-class equipment with large capacity and reliable designs can help you survive call peaks easily.
• Low service cost and high service efficiency
• • Cost-effective telephone transaction systems can provide remote financing services anytime anywhere, thus easing the burden of bank outlets.
  • The pre-installed one-cabinet integrated solution can accelerate installation and delivery.
  • The end-to-end integrated solution can deliver compatibility between products from different vendors, thus reducing CAPEX and OPEX.
  • The focused operation tool suite features knowledge sharing, unified service standards, and intelligent shift scheduling and monitoring and can improve service quality and efficiency, and optimize management.
• The Huawei banking contact center solution has taken a lead with its strong service innovation supporting capability.
• • Due to unrestricted switches between customized IVR, video IVR, attendant service, and self-service, virtual counters are expected to gain popularity.
  • Graphic service creation, simulated development and testing environment can facilitate self-service process customization.
  • Online loading of service processes support 24/7 service.
• Building a Strong Competitive Edge