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——China Telecom (Shanghai) sees its services significantly improved using Huawei’s IPCC access system .

Shanghai Telecom Co., Ltd. ("Shanghai Telecom" for short) is a wholly-owned subsidiary of China Telecom Corp. Ltd. ("China Telecom" for short) also one of the subsidiaries boasting the largest operating site. Shanghai Telecom is engaged in communication and information services related system integration, technology development, technical service, information consulting, and equipment production, design and construction.

IP-Based platform to address the needs for transformation

The BEST TONE system provided by Shanghai Telecom is a comprehensive information service platform serving the city of Shanghai, which is China’s financial center and has a population larger than 10 million. This system features large traffic volumes, high requirements for service quality, sufficient access channels, etc.

The traditional contact center, with small capacity of technology processing, low integration, and high cost, cannot support the new features of IP-based services and thus can no longer satisfy customers’ service requirements.

Through several rounds of technical feasibility evaluations and tests, Shanghai Telecom eventually chose the IPCC system as the BEST TONE access platform. The IPCC system supports access of NGN/3G services, capable of providing large-capacity and highly reliable carrier class solutions, thus is quite applicable to Shanghai Telecom.

IPCC provides integrated narrowband and broadband access capabilities, which features abundant functions as well as high reliability in terms of prevention of IP related risks. Therefore, it will become the development trend of call centers.

The actual operation proves Shanghai Telecom has made an absolutely right judgment. The successful deployment of the BEST TONE IPCC platform for Shanghai Telecom has brought China Telecom to such a decision: all of its nationwide business travel services will be carried over this platform.

Abundant services to promote customer satisfaction

IPCC has greatly improved the satisfaction of both its "internal customers" and "external customers".

"Internal customers" refer to the attendants who use this system. These attendants are provided with all-IP¬based working modes and user-friendly operation & maintenance tools, which help to improve the quality of voice and make operations more convenient.

In the meantime, this system also provides "external customers" (i.e. public customers) with abundant information service functions through automatic voice processing and attendant representatives, by fax, by web, etc, which is very convenient for customers to query daily information for ticket booking, direction guidance, etc. All these services are well received by citizens in Shanghai.

Milestones

• On August, 2006: Huawei won the bid to build the NGCC-based IPCC platform for BEST TONE.
• On December, 2006: Shanghai Telecom successfully migrated its BEST TONE attendants to the new NGCC-based platform.
• On March, 2003: Shanghai Telecom migrated 35% of its traffic from the narrowband platform to Huawei’s new platform with as many as 150 attendants; it also planned to migrate 50% of its traffic to the NGCC-based platform.
• On May, 2007: Shanghai Telecom provided nationwide business travel services on its BEST TONE platform.