Huawei eSpace Contact Center Solution
1
Communication And Network Are Changing…
Millions Cloud service and
application are available
Wireless network bandwidth
grows fast.
4.9G Movie = 3S in 4G
Mobile phone user is more than 5.3 billion.
Intelligent mobile phone grows fast.
Innovation of communication
2G
3G
4G
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2
Continuous innovation is the soul of the Huawei
1993 2001 2008 2009 2010 2011 2012 2013 1999
Presence-based
contact routing
Social
Engagement
Expert Advisor
HD video (VTM)
Cloud Contact
Center
Contact center
as a service
Green Agent
IP ACD - U2990
(for large
enterprise)
2003
Workforce
management
Quality
management
Outbound
contact
center
2006
Guangdong
Telecom – The
biggest contact
center in
China(7,000
agents, 21,000
IVRs)
Shenzhen
Mobile (1,166
agents)
Began to
research
TDM ACD -
C&C08-Q
Unified
Session
Manager &
Media Server
(PC server
based)
Mobile
Engagement
IMS based
contact center
Video Contact
Center
Outsourced
Contact
Center
Support
CCXML
Integrated with
the 3rd CRM
All in one box
solution
IP ACD - U2980
(for SME)
IP & SIP based
contact center
Network
Contact Center
Virtual Contact
Center
Web contact
center
Multimedia
channels
unified queuing
and routing
IP ACD –
UAP3300 (for
SME)
3G/NGN based
contact center
IP ACD -
UAP8100 (for
large enterprise)
Support
VoiceXML
3
Market Share
From Gartner G00231173: “Magic Quadrant for
Contact Center Infrastructure, Worldwide 2012”
Ranked NO.2 Contact Center market share in Asia/Pacific
NO.1 Contact Center market share in China
80% Telecom industry market share in China
2011 2012 Change
2011-2012
Market
Share 2011
Market
Share 2012
Avaya 776,602.6 627,463.5 -19.2% 35.8% 30.5%
Genesys 0.0 352,877.7 0.0% 0.0% 17.2%
Cisco 400,964.0 349,130.1 -12.9% 18.5% 17.0%
Huawei Technologies Co., Ltd 139,214.1 149,293.6 7.2% 6.4% 7.3%
NEC 52,710.1 69,581.3 32.0% 2.4% 3.4%
Mitel 48,060.2 59,555.4 23.9% 2.2% 2.9%
Aspect Communications 95,772.9 54,868.3 -42.7% 4.4% 2.7%
Siemens 50,063.2 47,072.6 -6.0% 2.3% 2.3%
Enghouse Interactive 6,053.3 45,268.9 647.8% 0.3% 2.2%
Altitude Software 42,887.1 43,971.2 2.5% 2.0% 2.1%
Others 557,982.0 258,501.5 -53.7% 25.7% 12.6%
Total 2,170,309.7 2,057,584.0 -5.2% 100.0% 100.0%
Source: Gartner (March 2013)
4
Huawei eSpace Contact Center Solutions
High integration: reduce customer integration workload;
increase solution reliability.
Collaboration: Seamless collaboration among all agents
for increasing the FCR(first call resolution ) rate Contacts Routing Server Automatic Experience Portal
Intelligent
Interaction
platform
Social media: Integration with multiple social networking
sites (SNS) for constructing a proactive marketing platform U2900 Series Gateway Internet Connection Gateway
Multimedia
Connection
Gateway
Terminal and
interaction
channel
Video: High-definition (HD) video calls for delivering live
face-to-face communication experience
Application &
Management Outbound
Campaign
Uniform
Report Quality
Control
Agent
Server
Management
Tool
Web Email Voice Video Fax SNS
5
Contact Center Product Portfolio
Performance
Optimization
Management
Intelligent
Interaction
platform
Session Control
&Media Platform
Terminal
Performance
Optimization Management Business Intelligent Report
Agent Soft phone
Proactive Outbound Platform Contacts Routing Server Automated Experience Portal Internet Contact Service
7900 series IP Phone
U2980
Recommendation
6
Worldwide of Huawei eSpace Contact Center
China
LRA Pacific, Philippine(Cloud CC)
Teletalk Bangladesh
Camshin Cambodia
SLT Sri Lanka
MPT Mobile Myanmar
Babilon Tajikistan
Asia (not including China)
Saudi Aramo
CMPak Expansion
STC Kuwait
STC Saudi Arabia
Iran Tamin
CMPAK Pakistan
Middle East
Nigeria Command
Center
Tunisiana Tunisia
Vodafone Egypt
Etisalat Nigeria
Vodafone Nigeria
MTN Ketediwa
Ghana e-Government
Africa
Vodafone Italy
TLF Spain
Lebra England
KPN Netherland
Telefonica Spain
Europe
Brazil Claro
Tivit
Sercom
Credigy
Vivo
Bank of Northeast of
Brazil
Latin America
China Mobile
China Unicom
China Ping’an insurance
China Telecom
Bank of China
Tao Bao B2C
Baidu
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Case Study: Guangdong Mobile In China
As the leading mobile services provider in Mainland China, the
Group boasts the world's largest mobile network and the world's
largest mobile customer base.
The Group has a total staff of 182,487, and maintains a leading
position in Mainland China. Customer base has reached 710
million.
Guangdong is the largest branches in group.
Based on customer survey, using Huawei solution,
customer satisfaction is improved from 92.3% to 93.1%, Opex is saving 15% per year.
Customer Challenges
Huawei Solution Benefits
Maximum 20K agents, 999.99% reliability.
Network contact center for 6 sites. Load balance with each other.
API for BSS system integration. Onsite customization support.
Unified routing for voice, email, and web channels. Agent with
multiple skills.
More than 96 million subscribers, 13,900 agents, and 43,000 IVR
channels. Need a reliable system.
Deployment on 6 branches to ensure reliability.
Integration with existed BSS system.
Multimedia channels.
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Virtual Mini Branch – Help BOC to Expand Branches Rapidly
Customer Background : Bank of China is the 4th biggest bank of China and ranked 93th in Fortune 500, which founded in 1912. In the end of 2011, Bank of China has a
total of 10,951 domestic and foreign institutions all over the world. In the commercial bank part of China mainland, BOC has 37 primal
branches,296 secondary branches and 9,891 grassroots branches.
Customer Challenges
Huawei Solution Benefits
Improve the efficiency of E-channel and reduce channel cost.
Innovative channel as the extension of counter service, provide 7*24
hours services.
Gradual transition easy things first from the simple business to provide
financial service and value-added services.
To get more customers by issuing new card rapidly.
BOC has deployed 30 branches; Plan up to 200 branches in 2013.
Difficult to deploy the branches.
High costs including the rent cost, manpower cost and operating cost.
Low resource utilization such as limited service time (5*8 hours),
Financial Planner cannot serve every branch, etc.
Low customer satisfaction like big transaction volume on counters, long
waiting time, etc..
9
Getin Holding Bank In Poland
Customer Challenges
Huawei Solution Benefits
Cooperation with the Huawei channel partner. Provide local
after-sale service and customization service.
End to end solution, including ACD, CTI, Inbound, Outbound,
Report, etc..
Voice from IT director of Getin Holding, “The Integration
capability of Huawei is much better than other suppliers.”
Getin Holding S.A., a capital group founded by
Leszek Czarnecki, Ph.D., is the fastest growing
Polish financial group. Getin Holding is one of the
biggest companies listed on the Warsaw Stock
Exchange WIG 40 index
Need local customization service
Need a total solution to replace existed combination system.
Lower investment with Full functions.
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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
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