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
Download
171.2
kpbs
Download
2M
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100M
Continuous innovation is the soul of the Huawei
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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
W orkforce management Quality management Outbound contact center2006
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 CRMAll in one box solution
IP ACD - U2980 (for SME)
IP & SIP based contact center Network Contact Center Virtual Contact Center W eb 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
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%
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 EmailContact 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
Internet Contact Service
Automated Experience Portal
7900 series IP Phone
U2980
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-GovernmentAfrica
Vodafone Italy TLF Spain Lebra England KPN Netherland Telefonica SpainEurope
Brazil Claro Tivit Sercom Credigy Vivo Bank of Northeast of BrazilLatin America
China Mobile China Unicom China Ping’an insurance China Telecom Bank of China Tao Bao B2C BaiduCase 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.
Virtual Mini Branch – Help BOC to Expand Branches Rapidly
Customer Background :
Bank of China is the 4
thbiggest 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..
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
