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2011/12/12                                            Security Level:IPCC Platform MainSlides                             ...
Agenda                                     IPCC Architecture&Design  HUAWEI TECHNOLOGIES CO., LTD.       Huawei Confident...
Huawei Enterprise Business Portfolio                                Enterprise Business Portfolio        IP               ...
Huawei E2E IPCC Solution for XXX                                                                                          ...
Functionalities of IPCC             ACD (UAP)               CTI                  IVR            Agent Applications        ...
Network Position                  Huawei IPCC                                                                             ...
Huawei Solution for XXXX        Datacenter A                                                NIRC      Datacenter B        ...
Huawei Solution for XXXX (Contd)                                                                  PSTN/PLMN            Sub...
Call Routing of IVRData Center Huawei                                                                 Existing system     ...
Call Routing of AgentsData Center Huawei                                                               Existing system    ...
Reliability design          CTI reliability design                                                  ACD Board : load shari...
Resource sharing design Queue sharing between two datacenters                 Datacenter1                                 ...
Voice Qos design      Data Distribution Which Ensures High QoS                                                            ...
Intelligent Routing design--VIP customer get VIP service                           Billing   VIP Customer                 ...
CTI Platform-Routing based on presetskill                                                      Number A                   ...
Network Security Design                              Oi IP Network            Data Center                                 ...
Multimedia Capability design   Multimedia access and sending.   Use multimedia to distribute traffic and reduce call len...
Virtual Contact Center design •One physical contact center supports many virtual contact centers (VCC) •Each VCC has it’s ...
Multimedia Call back, improve satisfaction When customer ask agent service and system is busy, customer can select offline...
CTI Platform-Multiple Service Development Tool                                                                    OPEN API...
CTI Platform- Intelligent Report    FunctionsTraffic report                               Agent report    System inbound ...
随着呼叫中心技术的成熟,传统的PBX,IVR已经                          Thank youHUAWEI TECHNOLOGIES CO., LTD.   Huawei Confidential
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Centros de contacto: las demandas y requerimientos del mercado

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Conferencia impartida durante el Congreso CRM + Social Media + Centros de Contato México 2011 organizado por Mundo Contact a cargo de Rafael Chaparro, Account Manager de Huawei

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Transcript of "Centros de contacto: las demandas y requerimientos del mercado"

  1. 1. 2011/12/12 Security Level:IPCC Platform MainSlides www.huawei.comHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  2. 2. Agenda  IPCC Architecture&Design HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2
  3. 3. Huawei Enterprise Business Portfolio Enterprise Business Portfolio IP CT IT Vertical Industry Services Unified  E- Routers   Cloud Government  System Comm. Computing Integration & Switches GSM-R Deployment  IP PBX  Storage  Transmissi E-Bank Network on  Call Center  Servers   Smart Grid Design & Access  Video  Data Center  Optimization Conference  Smart Security Energy  Customer  Video Phone Support &  Telepresence  … Maintenance  Video  Training & Surveillance Certification Platform & Common ComponentsHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  4. 4. Huawei E2E IPCC Solution for XXX Management CRM EAI Unipro Other IT system Suit I2000 Agent front- IVR Customized OAP Application end logic(VXML) CC Apps Report layer Workflow Magent UCM Knowledge Base (TT) Monitor CTI layer CTI IVR server OBS Recording Configuration Media Access IVR Resource ASR TTS MSP WFM layer ACD PSTN/PLMN Internet IMS NGN/3G Voice Video SMS/MMS Fax Web chat Email SNS HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4
  5. 5. Functionalities of IPCC ACD (UAP) CTI IVR Agent Applications Narrow Multiple skill Playing IP Agent (soft band/broad with different phone) announcement band access level knowledge Personalized base Intelligent Multi- Greeting The entire call routing Workflow, language Bulletin process is under support Reporting DigitsSubscriber (real-time, and Memo Huawei IPCC collection Announcem historical) Multimedia control after it ents playing Recording agent (chat, Level-bas gets into the call announcement SMS) ed service center, smooth Digits TTS&ASR Quality call transfer, no collecting assurance Uniform Conference drop calls, good Recording, configurati SMS, WAP, voice quality MyIVR MMS TTS, ASR, on platform supported Uniform call fax and IVRMAP Voice and Template and trace, uniform video screen IVR Analysis standard call reason from recording Multi-language process IVR and agent support based service wise Monitoring (data, agent) Video IVR Satisfaction survey SMS, MMS support HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  6. 6. Network Position Huawei IPCC TCP/IP IP Agent CRM/ERP /Billing…. SIP RTP CTI IP backbone PSTN/PLMNSubscriber E1 Soft Switch ACD MSP SIP/BICC IVR IP backbone IP core Network Internet Http/Https SMTP/POP3 SMPP MM7 PAP Subscriber Email SMC MMSC WAPGW Web HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  7. 7. Huawei Solution for XXXX Datacenter A NIRC Datacenter B MGC: SIP Proxy MRP: Media server MGC CTI Storage report MSP MGC CTI Storage report MSP IVR IVR IP IP IP backboneEssen Area N IP PotsdamPop 1 Pop 3 Site Pop 2 Site + +MGW MRP IP Phone Agent PC MGW MRP IP Phone Agent PC MGW MRP E1 E1 E1 Core network Customer Customer HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7
  8. 8. Huawei Solution for XXXX (Contd) PSTN/PLMN Subscriber Subscriber E1 E1 E1 E1 Pop 1 Pop 2 Pop 3 Pop 4Data Center 1 Data Center 2 IP network Site Site Site Site Site Site Site + + + + + + + Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Access & Resource distributed; management & control centralized. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8
  9. 9. Call Routing of IVRData Center Huawei Existing system MGC: SIP Proxy 2 Report to CTI MRP: Media server CTI 4 3 Check sub info CRM/ERP/Billing…. MGC IP backboneRegion X Pop 5 Control resources IP Customer 1 Subscriber call in MRP MGW E1 PSTN/PLMN 6 Start IVR talk Signal flow Voice flow Data flow HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  10. 10. Call Routing of AgentsData Center Huawei Existing system MGC: SIP Proxy 2 Report to CTI MRP: Media server CTI 4 3 Check sub info CRM/ERP/Billing…. MGC 5 Transfer to agent IP backboneRegion X Pop IP IP Site Customer 1 Subscriber call in + MRP MGW IP Phone Agent PC E1 PSTN/PLMN Signal flow Voice flow Data flow HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  11. 11. Reliability design CTI reliability design ACD Board : load sharing 0 1 2 SC-MCU-C 0 1 2 SC-MCU-C RUN ALM ACT RUN ALM ACT BUZZ OFF 100/1000BASE-TX ETHERNET COM BUZZ OFF 100/1000BASE-TX ETHERNET COM MCU MCU UAP Internal switch chip of CTI the UAP6600 CTI CTI MRP card SERVER SERVER Internal structure of the UAP6600 IVR IVR APLogic APLogic Network contact center share Load balance DB DB Load sharing Active/ App App Standby NIRC SERVE SERVE Datacenter 1 Datacenter 2 R R Application Resource sharing HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12
  12. 12. Resource sharing design Queue sharing between two datacenters Datacenter1 Datacenter2 Queue1 Queue1 Queue2 Queue2 Agents Agents Queue3 Queue Busy Queue3 CTI Shared CTI Shared Agents Agents Data report 1 Call to CC2 NIRC Net Queue2 Net Queue3 2 Transfer to shared queue 3 call answered HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13
  13. 13. Voice Qos design Data Distribution Which Ensures High QoS Connecting network ports to different VLANs Preventing the broadcast storm Ensuring the QoS Network port 1 Network port Network port 3 2 CTI data flow SIP/RTP flow NFS/TTS/ASR CTI platform Agent phone File server HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14
  14. 14. Intelligent Routing design--VIP customer get VIP service Billing VIP Customer Flow 2 for Flow 1 for Prepaid VIP customer customer ACCESS RATE VIP Distinguish Define IVR Class2 100 Subscriber’s class Procedure Class3 Prepaid customer 80 60 Class4 Different Different Class CSR 40 Students Background handle 20 TRAFFIC Different SLA for background service processing flow VIP Senior Spanish manager Agent agent HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15
  15. 15. CTI Platform-Routing based on presetskill Number A Agent 1 Telephone Number A Skill 1 Telephone Number B Access Number B IMS/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
  16. 16. Network Security Design Oi IP Network Data Center Pop SBC Firewall Firewall NGN Site + IP Phone Agent PC HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17
  17. 17. Multimedia Capability design Multimedia access and sending. Use multimedia to distribute traffic and reduce call length Extend multimedia channels for customer self-service. Agents flexibly use e-channels as service assistant. Self Service Manual Service China Mobile Case IVR •Manual --> IVR: 20%, Agent additional SMS/MMS: Email 50%. Customer •Shorten call length SMS from 93 sec to 77 sec. Web MSP Distribute WAP Reduce call manual call traffic length HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18
  18. 18. Virtual Contact Center design •One physical contact center supports many virtual contact centers (VCC) •Each VCC has it’s own access number, manager, report, inspector, agents etc, and can operate independently •Several types of outsourcing: service outsourcing, agent outsourcing, IVR outsourcing, platform outsourcing •Inbound Service (Consultation, Complain, etc) & Outbound Service (Tele-sales, Marketing Investigation, etc) Inspect, report, manage… SCE Inspect, report, manage… SCE VXML VXML OA Agents Agents Bank logical contact center 1 logical contact center 100 Billing CTI/CCS Outbound IVR Server ACD Physical contact center Work Flow Web / Database App Email Server Server Value Transfer: From Cost Center to Value Center HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  19. 19. Multimedia Call back, improve satisfaction When customer ask agent service and system is busy, customer can select offline queue, system register the customer call on offline queue. When the agent is idle, system will call the customer automatically and provide agent service to the customer. Normal wait Waiting Timeout dial Press 0 to ask agent service Press 9 to be called back Hang up Online Queue Customer is System Agent Agent is free Customer Satisfaction convenient to automatically Service receive call multimedia outbound HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20
  20. 20. 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
  21. 21. 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 Manual inbound call report (By  Agent operation brief report service type)  Inspection operation brief report 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 group)  Provides 17 basic reports.  C/S architecture. Report does not support customization.HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
  22. 22. 随着呼叫中心技术的成熟,传统的PBX,IVR已经 Thank youHUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
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