Amid national economy development, securities have become a popular source of investment and financing. The China’s securities market is still falling far behind developed markets. As the financial policies are becoming increasingly mature, a series of new investment and financing products emerge, such as index futures, financing securities, and integrated financing. This will create more opportunities that facilitate the long-term development of the securities market. Securities companies are feeling compelled to improve their service capabilities and customer satisfaction through the following service and transaction models: telephone broker service, videophone broker services online transactions, voice services, brokerage, and personalized services. Modern contact centers provide effective solutions for securities companies.

As contact centers have been widely used in the securities industry, contact centers are facing more challenges due to centralized securities transactions, distributed transaction outlets, and huge automatic voice traffic.

• Withstanding huge traffic during traffic peaks and ensuring stable and reliable operation
• Ensuring the security of brokered telephone transactions
• Cutting down the CAPEX and OPEX of distributed contact centers through the flexible networking capability
• Capabilities of rapid service customization and launch

Huawei has developed the securities contact center solution geared to the securities industry.

• Customized integrated solution

• • Broadband and narrowband integration, and robust network adaptability
  • Solution that integrates ACD, IVR, and CTI
  • High integration and strong bearer capability
  • Open system structure, and rapid and flexible service development

• Protecting customers’ long-term investment and cutting down long-term OPEX

• • Supporting multiple networking models and cutting down OPEX for customers
  • Supporting smooth network evolution and protecting customers’ long-term investment
  • Supporting the full-ACD solution as well as the coexistence of ACD and boards, with a strong processing capability of surge calls

• 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.

• Reliable design

• • 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.
  • The backup and recovery mechanism is used for key databases.
  • The system supports self-recovery.

• Safe design

The three-level security mechanism can protect system data from theft and attack.
• • Identification authentication
  • Access control
  • Data encryption

• Flexible networking

• • Distributed and centralized networking capabilities can be combined flexibly to realize the distributed deployment of access, agents, and media resources.
  • Independent IVR solution

• Customer investment protection, thus reducing CAPEX and OPEX

• • The preinstalled one-cabinet integrated solution can accelerate installation and delivery.
  • The end-to-end integrated solution can provide compatibility between products from different vendors, and reduce CAPEX and OPEX.
  • The lightweight, independent IVR solution delivers automatic voice services for distributed outlets, helping reduce CAPEX.

• Stable and reliable system platforms, supporting uninterrupted service operation

• • The overall solution based on highly reliable design in terms of hardware, software, and service safeguards stable and reliable operation of securities services.
  • The safe design can protect transaction data and customer information from being disclosed.
  • Carrier-class equipment based on large capacity and reliable designs can help you respond to securities trading peaks easily.

• Rapid service launch

• • Graphic service creation, simulated development and testing environment combine to facilitate service process development and increase productivity.
  • Online loading of service processes can prevent services from interruption.
  • Rapid service process customization and launch can increase responsiveness to the market.