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

7

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.

8

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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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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