Centros de contacto: las demandas y requerimientos del mercado

HUAWEI TECHNOLOGIES CO., LTD.

www.huawei.com

Huawei Confidential

Security Level:

47pt 30pt 反白

: FrutigerNext LT Medium

: Arial

47pt 黑体 28pt 反白

细黑体

2011/12/12

IPCC Platform Main Slides

Administrador

Stamp

HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential

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32pt

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Page 2

IPCC Architecture&Design

Agenda


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Huawei Enterprise Business Portfolio Enterprise Business Portfolio

Routers

Switches

Transmission

Access

Security

Platform & Common Components

Unified Comm.

IP PBX

Call Center

Video Conference

Video Phone

Telepresence

Video Surveillance

E-Government

GSM-R

E-Bank

Smart Grid

Smart Energy

…

Cloud Computing

Storage

Servers

Data Center

System Integration & Deployment

Network Design & Optimization

Customer Support & Maintenance

Training & Certification

IP CT IT Vertical Industry Services


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32pt

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Page 4

NGN/3G Internet PSTN/PLMN

Web chat Email SMS/MMS Video Voice

ACD MSP Media Access

layer

CTI layer CTI OBS

Application layer Knowledge Base Workflow

(TT) Monitor

OAP

Report

WFM

I2000

IVR server

ASR TTS

Management Suit

IVR Resource

Magent UCM

Huawei E2E IPCC Solution for XXX

SNS Fax

Recording Configuration

Agent front-end

IVR logic(VXML)

Customized CC Apps

EAI CRM Unipro Other IT system

IMS


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32pt

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Narrow band/broad

band access

Multi-language support

Announcem

ents playing

Digits

collecting

Recording,

TTS, ASR,

fax and

video

ACD (UAP)

Playing announcement

Personalized Greeting

Digits collection

Recording announcement

TTS&ASR

Conference

MyIVR

IVRMAP

IVR Analysis

Multi-language support

Video IVR

SMS, MMS support

IVR CTI

Multiple skill with different

level Intelligent

routing Reporting (real-time, historical)

Level-based service

Uniform configuration platform

Voice and screen

recording

Monitoring (data, agent)

Agent Applications

IP Agent (soft phone)

knowledge base

Workflow, Bulletin

and Memo

Multimedia agent (chat,

SMS)

Quality assurance

Template and standard process

based service

Satisfaction survey

SMS, WAP, MMS

supported

The entire call process is under

Huawei IPCC control after it

gets into the call center, smooth call transfer, no drop calls, good

voice quality

Uniform call trace, uniform

call reason from IVR and agent

wise

Subscriber

Functionalities of IPCC


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Network Position

Huawei IPCC

SIP/BICC

IP core Network

Soft Switch

PSTN/PLMN

E1

SMC MMSC Email WAPGW

Http/Https

Internet

Web

SMTP/POP3 SMPP MM7 PAP

CRM/ERP /Billing….

TCP/IP

ACD

IP Agent

MSP

SIP RTP CTI

IP backbone

IP backbone

Subscriber

Subscriber

IVR


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Page 7

Huawei Solution for XXXX

IP backbone Essen Area N

Potsdam

NIRC

Pop 1

MRP MGW

Pop 2

MRP MGW

Pop 3

MRP MGW

Core network

Customer

E1

IP

IP IP

E1 E1

Customer

IP Phone Agent PC ＋

Site


Site

MGC: SIP Proxy

MRP: Media server

MGC

Datacenter A

IVR report Storage MSP CTI MGC

Datacenter B

IVR report Storage MSP CTI


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Page 8

Huawei Solution for XXXX (Contd)

IP network

Data Center 1 Data Center 2

Pop 1

PSTN/PLMN

Pop 2 Pop 3 Pop 4

Phone Agent PC ＋

Site

Phone Agent PC ＋

Site

Phone Agent PC ＋

Site

Phone Agent PC ＋

Site

Phone Agent PC ＋

Site

Phone Agent PC ＋

Site

Phone Agent PC ＋

Site

Subscriber Subscriber

E1 E1

Access & Resource distributed; management & control centralized.

E1 E1


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Call Routing of IVR

IP backbone

PSTN/PLMN

Customer

Data Center Existing system

CRM/ERP/Billing….

MGC: SIP Proxy

MRP: Media server

Huawei

MRP

CTI

Pop

MGC

Region X

Signal flow Voice flow Data flow

E1

1 Subscriber call in

2 Report to CTI

3 Check sub info

6 Start IVR talk

MGW

IP

4

5 Control resources


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Call Routing of Agents

IP backbone

PSTN/PLMN

Customer

Data Center Existing system

CRM/ERP/Billing….

MGC: SIP Proxy

MRP: Media server

Huawei

MRP

CTI

Pop

MGC

Region X

Signal flow Voice flow Data flow

E1

1 Subscriber call in

2 Report to CTI

3 Check sub info

MGW

4

5 Transfer to agent


Site

IP IP


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Page 12

ALMRUN

0 1 SC-MCU-C

BUZZ OFF ETHERNET COM100/1000BASE-TX

ACT

2

ALMRUN

0 1 SC-MCU-C

BUZZ OFF ETHERNET COM100/1000BASE-TX

ACT

2

MCU MCU

MRP card

Internal switch chip of the UAP6600

Internal structure of the UAP6600

ACD Board : load sharing

IVR

APLogic

DB

App SERVE

R

CTI SERVER

IVR

APLogic

DB

App SERVE

R

CTI SERVER

UAP

CTI

Application

Load balance

Active/

Standby

CTI reliability design

Reliability design

Load sharing

Resource sharing

NIRC

Network contact center share

Datacenter 1 Datacenter 2


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Page 13

Queue1

Queue2

Queue3

Queue1

Queue2

Queue3

NIRC

Datacenter1

Net Queue2

Net Queue3

Agents Agents

Shared Agents

Shared Agents

CTI CTI

1 Call to CC2

Queue Busy

Data report

2 Transfer to shared queue

3 call answered

Resource sharing design Queue sharing between two datacenters

Datacenter2


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Page 14

Data Distribution Which Ensures High QoS

Network port 1 Network port 2

Network port 3

CTI platform Agent phone File server

CTI data flow SIP/RTP flow NFS/TTS/ASR

Connecting network ports to different VLANs

Preventing the broadcast storm

Ensuring the QoS

Voice Qos design


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Page 15

Intelligent Routing design --VIP customer get VIP service

Distinguish

Subscriber’s class

Define IVR

Procedure

Different

Class CSR Different

Background handle

Prepaid customer

Students

VIP Customer

Flow 1 for

VIP customer

Flow 2 for Prepaid customer

Billing

100

80

60

40

20

VIP ACCESS RATE

TRAFFIC

Class2

Class3

Class4

VIP manager

Senior Agent

Spanish agent

Different SLA for background service processing flow


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Access Platform

CTI Platform-Routing based on preset skill

IMS/NGN/PSTN

Telephone Number A

Telephone Number B

Telephone Number C

Skill 1 Number A

Number B

Number C

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.

Skill 2

Skill 3

Agent 1

Agent 2


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Page 17

Network Security Design

Firewall

SBC

Data Center

Pop

IP Phone Agent PC

＋

Site

Firewall

Oi IP Network

NGN


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Page 18

Agent

Customer

IVR

Self Service Manual Service

Email

SMS

WAP

Web

Distribute manual call traffic

Reduce call length

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.

•Manual --> IVR: 20%, additional SMS/MMS: 50%.

•Shorten call length from 93 sec to 77 sec.

China Mobile Case

Multimedia Capability design

MSP


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Virtual Contact Center design

Value Transfer： From Cost Center to Value Center

•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)

Billing

Work Flow

OA

Bank Agents

Inspect, report, manage… SCE VXML

Physical contact center

Agents

Inspect, report, manage… SCE VXML

logical contact center 1 logical contact center 100

IVR CTI/CCS

Database Web / Email Server

App Server

Outbound Server

ACD


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Page 20

Multimedia Call back, improve satisfaction

dial

Online Queue

Press 0 to ask

agent service

Normal wait

Press 9 to be called back

System automatically multimedia outbound

Agent Service

Customer is convenient to receive call

Waiting Timeout

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.

Customer Satisfaction Agent is free

Hang up


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CTI Platform -Multiple Service Development Tool

SCE Tool VXML Tool

OPEN API

JTAPI

COM/DCOM

CCCBAR

ActiveX/DLL

Abundant interfaces

Abundant Development Tool

C/JAVE development environment.

Development Supporting Team


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CTI Platform- Intelligent Report Functions

Traffic report System inbound report IVR traffic report IVR traffic report (By service type) Manual inbound call report Manual inbound call report (By

service type) Call waiting time report Trunk usability report Online agent amount report

Agent report Agent basic information report

Agent login/logout detail report

Agent rest brief report

Agent operation brief report

Inspection operation brief report

Agent operation detail report

Agent outbound call brief 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.


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随着呼叫中心技术的成熟，传统的PBX，IVR已经

Thank you

Technology

Centros de contacto: las demandas y requerimientos del mercado