Huawei All-in-one Box IPCC Solution

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Conferencia impartida durante el Congreso CRM + Social Media + Centros de Contato México 2011 organizado por Mundo Contact a cargo de Pedro Gomez, Senior Solution Manager de Huawei

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Huawei All-in-one Box IPCC Solution

  1. 1. 2011/12/12 Security Level:Huawei All-in-one BoxIPCC SolutionHuawei IPCC Department www.huawei.com HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  2. 2. Regional Leadership as World-class Players Huawei continuously Zeacom, 2% Others invest in the field of call Mitel, 2% 10% centers, total 35,000 NEC, 2% Altitude Software seats in 2011 2% Siemens Enterprise Avaya 。 2% Huawei 38% 4% Aspect First in Chinese Market 5% Fifth in Global Market Cisco 16% Alcatel-Lucent 17% Gartner 2010 HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2
  3. 3. Content  ALL-IN-One Solution Highlights  ALL-IN-One Solution Functions  ALL-IN-One User CasesHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 3
  4. 4. ALL-IN-One Solutions Help SMB Successfully Unified configuration management tool, Reducing CAPEXAll-in-onesolutions,Reducing CAPEX Perfect after- Mature solution sales services CAPEX OPEX system HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4
  5. 5. Simplify installation and configuration, Reduce system maintenance Pre-installing software, Building a complete contact center platform only need 2 Pre-installed software hours Pre-producing configuration script, Speeding up the ​ Simplify installation configuration and reducing the difficulty of configuration Reduce Configured script difficulty of Reducing configuration ALL-IN-One and Solution OPEX maintenance GUI interface,Graphic designing and only sixCentral Simplify configurationConfiguration steps to complete theSets configuration B / S architecture, graphic WAS designing for configuration, Server monitoring and quality control HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 5
  6. 6. More opening, More flexible Standard TSAPI interface, easy to integrate with business New business platform Existing business system system Compatible with existing business system, Protecting customer’s investment TSAPI Interface Easy to integrate with their own business system, providing a richer solutionTSAPI InterfaceServerUAP3300 HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 6
  7. 7. Abundant Function — Meet therequirements of SMB Monitor Report Completely function, meeting the A cabinet- requirements of SMB CTI,IVR based Record Routing solutions Intelligently Inspect Huawei’s ALL-IN-One solution; reducing ACD,PBX integration work, improving system reliabilityHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7
  8. 8. Voice Conference Record Highlights High capability Record real time Record reliability Record successful rate Easy implementation Conference Low network requirement room Distributed voice record Reduce network bandwidth consumption High voice quality  Support multiple record format Multiple voice record format  Support agent voice record Multiple voice process capabilityHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8
  9. 9. Content  ALL-IN-One Solution Highlights  ALL-IN-One Solution Functions  ALL-IN-One User CasesHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 9
  10. 10. For Better Understanding 60 IVR and 60 Agents with full record and 99.999% reliability MCU: 99.999% reliability Call ... Distribution S8700 * 2 ACD + Media Server (IVR, E1 Trunk: PSTN Recording) MGW with 12 E1 G650 IVR & Recording UAP3300 Resource AIR+NICE Recording/… CTI+IVR Logic CTI/Smart CTI AIC+AIR Support Applications WFM: IEX WFM/Work Flow/KBS Work Flow: Remedy/… ... KBS:… All the Software License is sold by Software version, not by time. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 10 Page 10
  11. 11. Specification(20 Agents) UAP3300 • PSTN/NGN connection • Media resources PC Server, IBM X3650M2, • ACD function 2*Xeon quad-core5504 2.0GHz 8G(4*2G) Specification 1. One PC Server is used for 1. 20 Agents with voice CTI/IVR//Monitor/Quality record inspection/Jcccbar 2. 40 IVR 2. One PC Server is used for File 3. 60 Trunk Voice record file storage Server DB/report =20Agent * 8 Hour * 30 Day * 3 Month/ 97 hour=150GHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 11
  12. 12. Specification(50 Agents) UAP3300 • PSTN/NGN connection PC Server, IBM X3650M2, • Media resources 2*Xeon quad-core5504 2.0GHz • ACD function 8G(4*2G)Specification 1. One PC Server is used for1. 50 Agents with voice CTI/IVR//Monitor/Quality record inspection/Jcccbar2. 70 IVR 2. One PC Server is used for File3. 120 Trunk Server DB/Voice record file storage=50Agent * 8 Hour * 30 Day * 3 3. One PC Server is used for reportMonth/ 97 hour=375GHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12
  13. 13. ALL-IN-ONE Box FunctionsBasic ability: UAP Function: PSTN connection, voice announcement, voice record resources. Routing based on preset skills. Queue function. Monitor function. Quality inspection function. Agent JCCCbar function. IVR function Voice record function. iWeb report functions Integration and customization interfacesCustomization: IVR Flow customization Routing flow customizationHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13
  14. 14. Huawei UAP3300 ACD Function Specification Narrowband and Smaller Dimension. Powerful Capability 6U,250Wbroadband integration All In One Box 2 MCU board slotsequipment 8 service board slots Abundant media Simple configurationresource function. 3 type service boards Flexible network structure. Flexible network Smooth expansionstructure Telecom Level Reliability ACD IVR Outbound FAX TTS Record PBX ASR Conference HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14
  15. 15. UAP3300-MRS board function It is controlled by CTI platform and MCU Call Center Network File Server TTS/ASR Platform Management Server It connects to outside network through MCU. MRS UAP internal network is double plane. This can ensure the reliability. One UAP3300 supports 6 MRS boards maximum. MRS boards are load balance relationship. MCU MCU UAP3300 Internal IP Network MRS Board Function • Voice announcement MRS Board • Digital receiving • Voice record UAP3300 Internal • Fax ability(T30.T38) Structure • TTS/ASR integration ability • Outbound detection ability HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15
  16. 16. CTI Platform-Routing based on preset skill Number A Agent 1 Telephone Number A Skill 1 Telephone Number B Access Number BIMS/NGN Skill 2/PSTN Platform Telephone Number C Number C Skill 3 Agent 2 Each agent has multiple skill abilities. This can increase agent utilization ratio. If agent has multiple skills, each agent’s skill has different level. Supports several agent distribution modes, such as optimal skill matching, average distribution, most skill first, and highest skill level first. Each call can be distributed to the proper agent. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 16
  17. 17. CTI Platform-CTI System Management Tool The features of the configuration console are as follows: Providing a wizard configuration mode Managing scheduled tasks Adding or deleting configurations in batches Providing the powerful function of querying configuration items HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17
  18. 18. CTI Platform-Monitoring Console with PowerfulFunctions The features of the monitoring console are as follows: Monitoring data items and supporting the function of customizing to-be-displayed diagrams Supporting the customization of the function that key indexes are displayed on the scroll bar. Managing agent seat diagrams online Providing the detailed indexes of the running of components HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18
  19. 19. CTI Platform-Quality Control Service 1 2 3 4 QC QC Quality Other Preparation Appraisal Analysis Functions QC relationship Media recording QC result analysis General query management management Analysis of Case management Appraisal item Extraction policy appraisal item … management management results Appraisal template QC plan QC volume management management analysis … Playback and scoring Analysis of the of media records number of special Real-time SNs supervision … … HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 19
  20. 20. CTI Platform- Intelligent Report FunctionsTraffic report Agent report System inbound report  Agent basic information report IVR traffic report  Agent login/logout detail report IVR traffic report (By service type) Agent rest brief report  Manual inbound call report  Agent operation brief report Manual inbound call report (By  Inspection operation brief report service type) Call waiting time report  Agent operation detail report Trunk usability report  Agent outbound call brief report Online agent amount report  Agent call traffic report  Agent call traffic report (based on skill  Provides 17 basic reports. group)  C/S architecture. Report does not support customization.HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20
  21. 21. CTI Platform-Multiple Service Development Tool OPEN API JTAPI CCCBAR COM/DCOM ActiveX/DLL SCE Tool VXML Tool Abundant interfaces C/JAVE development environment. Abundant Development Tool Development Supporting TeamHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 21
  22. 22. Voice Conference Record Solution File Server E1 Trunk Core LAN File Server Switch UAP3300 Agent Access LAN Switch Media stream File transfer stream Agent phone HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 22
  23. 23. Agent framework interface  System provides abundant interfaces for Agent Workplace Development. › API. ActiveX, CCCBAR, JCCCBAR, JTAPI SN Area Function 1 Status switch area Show and switch the agent status, such as idle ,connected ,wrap up, busy,etc. 2 Call connection area Hold Call ,Mute Call, Transfer Call and Initial Call 3 Call information area Show the calling party information and call type 4 Operation result area Show the result of an operation performed and display new notes 5 Bulletin and email Handle the bulletin and e-mail message information area 6 Floating work area After an agent answers a call, the system displays the floating work area according to the call type. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 23
  24. 24. Multiple Service Development Tools OPEN API JTAPI CCCBAR COM/DCOM ActiveX/DLL SCE Tool VXML Tool Abundant interfaces C/JAVE development environment. Abundant Development Tool Development Supporting TeamHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 24
  25. 25. Content  ALL-IN-One Solution Highlights  ALL-IN-One Solution Functions  ALL-IN-One User CasesHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 25
  26. 26. Worldwide Applications for SMEs Mauritania Mobile HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 26
  27. 27. Helping Vodafone Add Real Value to SMEsChallenges:  Full-service operation: from GSM to 3G, FMC & Internet  Vodafone has more than 85% of SMEs in the enterprise market.  The churn rate is greater than 30%.  The partner control capability is weak. Huawei Solution:  Business place for developers and partners  Enterprise gateway: office-in-a-box for SMEs to provide connectivity, security, and services Benefits to Customers:  Service revenue in addition traffic revenue: increased by 30%  Better partner management, service innovation, and service creation HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 27
  28. 28. Nigeria MTN Case Number of Subs grows fast Fast implementation Smooth expanding to large scale Nigeria MTN CASE: •50 seats for first phase. •Geographic Redundancy.HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 28
  29. 29. Ordering secretary in Shanghai 021-57575777Customer Challenges People has generally accepted the way to order in restaurant by telephone. Contact center made by board often overload, even down when ordering in peak time.Huawei Solutions Keep the original brand - access number 021-57575777 Compatible with the original carrier access Huawei integrated solutions, including carrier-class reliability ACD, proven anti-surge capabilityCustomer Value Protecting the original customer resources by keeping original access number, original habit of using. Huawei‘s ALL-IN-One solutions eliminate the customer’s worries, customers no longer have to worry about the peak traffic impact for ordering. Number of customers’ ordering is rising for the following months HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 29
  30. 30. Thank youwww.huawei.com

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