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Huawei Certified Specialist Course IPC C Sales Huawei Technologies

Huawei Certified Specialist Course IPC C Sales Huawei Technologies. Agenda – Morning (Sales). Introduction Why Contact Center? Business Drivers & Trends Market Value Proposition. Agenda – Morning (Sales). Introduction Why Contact Center? Business Drivers & Trends Market

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Huawei Certified Specialist Course IPC C Sales Huawei Technologies

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  1. Huawei Certified Specialist Course IPCC Sales Huawei Technologies

  2. Agenda – Morning (Sales) • Introduction • Why Contact Center? • Business Drivers & Trends • Market • Value Proposition

  3. Agenda – Morning (Sales) • Introduction • Why Contact Center? • Business Drivers & Trends • Market • Value Proposition

  4. Creating a Value Proposition • By “What is in it for me?” • By Vertical • FSI • Electric Power • Traffic • Government • References

  5. Price Risk Effort Support Value Proposition What’s in it for me? Why is yours better? What does it cost? Differentiation Promise What are my costs of making it useful? What could go wrong? Why should I believe you? Target Audience Is this for me?

  6. Price Risk Effort Value Proposition Differentiation Promise Support Target Audience What’s in it for me? Promise • E2E Total Solution • Best practice processes and pre-built technology platform reduce the increment of agents and promote SLA. • All in one solution, all in one suit and all in one box. • Experience & Innovation • Global experience on contact center operation and management, focus on the customer satisfaction and telemarketing as well as reduces CAPX and OPEX. • Understanding and experience related with Network evolution and new service innovation enable rapid response for business process optimization guarantee to support future business transformation. • Cloud Computing & Green Agent • Cloud Contact Center as a service. • Green agent reduces power consumption, maintenance cost and noise. At the same time, it can improve data security and mobility.

  7. Price Risk Effort Value Proposition Differentiation Promise Support Target Audience Why is yours better? Differentiation • Green Agent Solution • Reduces power consumption, maintenance cost and noise. • Improve data security and mobility. • Video Contact Center • Video IVR: Customer can see the voice menu and video converged text. • Video Agent. • Web Contact Center • Online Agent supports robot agent, web chat and click to dial. • Supports SNS such as Twitter and MicroBlog. • Large Capacity & High Reliability • Up to 20,000 agents capacity. • Telecomm level reliability: 99.999%.

  8. Price Risk Effort Support Value Proposition Differentiation Promise Support Target Audience Why should I believe you? • Wordwide References • Footprint all over the world and cover the main industries. • Trusted Partner • Perfect supporting system with open architecture. • Open Lab & Demo • Huawei perceived as a strong partner in innovation • Large number of Patents owned • Huge R&D capabilities ready to serve Customers

  9. Price Price Risk Effort Value Proposition Differentiation Promise Support Target Audience What does it cost? • Best “Value for Money” • Best Technology at a very competitive and resonable cost resulting in best value • Flexible Business Model • Special deal for a limited period of time • Huawei will eager to expand into Enterprise market • Attractive Deals likely

  10. Price Risk Risk Effort Value Proposition Differentiation Promise Support Target Audience What could go wrong? • Huawei is not well-known in enterprise market • Huawei is not a “ newcomer“ (Asia/Africa/Latin America, Carrier). • It is the 5th generation of Huawei Contact Center products. • Support and Services are localized. • Huawei has no developer forum • Huawei already released training, examination and certification processes. • Customer Lock In • We support flexible business model. • Huawei is a driver for interoperability.

  11. Price Effort Risk Effort Value Proposition Differentiation Promise Support Target Audience What are my costs of making it useful? • Huawei skills in my organization? • Huawei Certification Programmes with fast track options! • Implementation costs to do business with Huawei • Huawei offers easy to be integrated web tools for order handling and configuration management. • Huawei support integration with 3rd party products. • Customer Insights as driver for innovation • Participate in the future evolution of our solutions

  12. Price Risk Effort Support Value Proposition - Targeted Differentiation Promise Target Audience

  13. Creating a Value Proposition • By “What is in it for me?” • By Vertical • FSI • Electric Power • Traffic • Government • References

  14. FSI Overview & Solution • HUAWEI APPLICATION AREAS • Contact Centre • Telemarketing Centre • HUAWEI BENEFITS • E2E total solution • Large capacity and high reliability • Provide Remote Bank, Precise Marketing and Green Agent solution • Provide Web Contact Centre integration with SNS • Provide Video Contact Centre • INDUSTRY TRENDS • Efficient data processing • Intelligent customer perception and insight • Comprehensive interconnectivity and converged • Continuous product and process innovation • Strict risk management • INDUSTRY CHALLENGES • Improving productivity and efficiency • High OPEX • Low customer satisfaction • Poor marketing channel

  15. Electric Power Overview & Solution • HUAWEI APPLICATION AREAS • Contact Centre • HUAWEI BENEFITS • E2E total solution • Large capacity and high reliability • Provide Green Agent solution • Provide Web Contact Centre integrated with SNS • Provide Video Contact Centre for break_fix issue of electric power device • INDUSTRY TRENDS • From Product Push to Customer Centricity • From Single Interaction to Multi-Channel • From Point of Sale to Point of Service • From Separated Platforms to Collaborative Communities • INDUSTRY CHALLENGES • Improve productivity and efficiency • High OPEX • Low customer satisfaction

  16. Traffic Overview & Solution • HUAWEI APPLICATION AREAS • Booking Centre • Airline Customer Centre • Car Rental Centre • HUAWEI BENEFITS • E2E total solution • Large capacity and high reliability • Provide Multimedia Access • Provide Web Contact Centre integration with SNS • Provide Video Contact Centre • INDUSTRY TRENDS • Convenient service • Multiple service • Continuous product and process innovation • Collaborative Communities • INDUSTRY CHALLENGES • Improving productivity and efficiency • High OPEX • Low customer satisfaction • Low TVO (how to dig customer’s value) • Technology updates fast

  17. Government Overview & Solution • HUAWEI APPLICATION AREAS • Hotline • Emergency Call Centre • HUAWEI BENEFITS • One stop public services for 24 hours • E2E total solution • Large capacity and high reliability • Provide Multimedia Access • Provide Web Contact Centre integration with SNS • Provide Video Contact Centre • Provide Green Agent solution • INDUSTRY TRENDS • Budget / deficit pressures: • Crisis response • Public safety • Citizen services • INDUSTRY CHALLENGES • No unified number • No unified service • No unified command • Enhancing citizen information access

  18. Creating a Value Proposition • By “What is in it for me?” • By Vertical • FSI • Electric Power • Traffic • Government • References

  19. Global Footprint in Contact Center Huawei Contact Center serves 1/6 people worldwide.

  20. Operator

  21. China Mobile Contact Center Market Map Heilongjiang Xinjiang Jilin Liaoning Gansu Internal Mongolia Beijing Tianjin Hebei Ningxia Qinghai Shanxi Shandong Shanxi Henan Jiangsu Tibet Anhui Sichuan Hubei Shanghai Chongqing Zhejiang Jiangxi Hunan Guizhou Fujian Yunnan Guangxi Guangdong Hainan • As a long term partner of China Mobile, Huawei provides call center products, solutions and services in 27 provinces which are serving 516 million subscribers of China Mobile. • By the end of 2008, Huawei has deployed installations of 36,500 seats for China Mobile, meeting the requirements of more than 75,000 agents. • The Call Center Huawei provided to CMCC take a workload of 2.6 billion times per month.

  22. Beijing Olympic • Challenges • Olympic ticket sales brings a surge of calls. • Provide all-round, one-stop information services, 7X24 hours service. • More kinds of services include agenda, traffic, tourism, accommodation, etc – need multimedia knowledge management to provide mass information. • Provide temporary activity hotline service • The most participating countries • The most athletes • The most competition games • 500K overseas tourists, 7 million Audience, 25K reporters.

  23. Call Center for 2008 Olympic in China • Huawei solution • Carrier-class solution • Network call center – Distributed disaster recovery center • Virtual Call Center provides completely independent logical call center. • Web-based multi-media knowledge management, graphical service development environment, convenient deployment of applications • Customer benefits • 73,000 calls per day, add up to 600,000 calls. • Service for more than 205 countries and 21 languages. • Sharing resources & saving investment. • Steady running during the Olympics, and good experience to customers. • After the Olympics, carried out other outsourcing business quickly.

  24. Huawei Succeeded in Brazil TIM IVR Project Huawei IVR Call Center win Brazil TIM IVR project (9000 Ports) in June-2010. In competition test before bidding, Huawei successfully realized integration with original Cisco CTI within one week and integration with IM TTS/ASR within 3 days. Finish integration with Loquendo TTS/ASR server within 4 days.TIM is impressed by Huawei flexible IVR call flow and strong technology. Finally, Huawei won this project with No 1 for technical test and No 1 for technical bidding result. Update to Dec-2010 Huawei already finished project implement, got PAC.

  25. WEB Monitor Load-Balance Site 1: Lagos Site 2:Kaduna Resources-Sharing ACD/CTI/IVR/NIRC ACD/CTI/IVR/MSP IP Network Agent Group Site 4 Agent Group Site 1 Agent Group Site 2 Agent Group Site 3 Nigeria MTN IPCC - Customer Service Specialist • Background: • Biggest subsidiary company of MTN group, strong subscriber growth (16.5 million by the end of 2007, 24% of the whole company), needing expansion in a hurry. • Aspect provided TDM CC, indicating low answer rate(65%), low service level(50% ) , Inefficient customer service and upgrade is in need. • Solutions: • Unified subscriber access, multimedia platform • Distributed IP agents (phase I:1000 agents), network contact center • Integrated customer service and marketing promotion • E2E workflow, unified knowledge base • E2E total solution meet customer’s multiple service support requirement • Rich customer service support experience • Close-fitting service ability, local R&D center • Results: • Improve answer rate from 65% to 90%,improve service level from 50% to 85%, shorten average answer duration from 350s to 100s • No. 1 market share in Nigeria telecom contact center (MTN, ETSALAT, VISAFONE)

  26. BPO

  27. Contact Center - Brazil Sercom • Top 20 BPO in Brazil; • 800 Agents, expecting to upgrade to 1800 Agents; • Web Call Center e BIOP • ACD, IVR, CTI and Record • Support SS7,R2,SIP,SMS access • Project only last 3 months to deploy Page 27

  28. Outbound Contact Center for Reliance BPO • Reliance BPO Requirement • Strong predictive and preview dialer engine • Distributed Architecture with Centralized Management • Campaign Management Application • Stable and Reliable platform to support large volume of calls • HUAWEI Solution • Outbound IP Call Center with patented Predictive dialer • Rich Campaign Management through HPS • Flexible networking support for Distributed Architecture with Centralized Management • Carrier Grade Reliability and Stability • Business Benefits • Reduced TCO due to flexible networking with central management and distributed access • Strong R&D support for customization • A secured solution with both data and voice protection. • Inbuilt Voice Recording • Advanced state of the art IP architecture for flexibility and mobility. • Multi-Tenancy Support through Virtual Contact Center Technology.

  29. B2C Business

  30. Help PingAn Deploying a Best Telephone Sales Platform • High capacity and reliability: Huawei contact center is a Telecom reliability level platform, ensuring PingAn business is normal. • Openness platform: Huawei contact center ability can be integrated into PingAn CRM system rapidly. • Onsite customization and after-sale service: Huawei provides a professional team to do software customization and engineer service. • Unified management tool: Huawei system can provide a unified tool for multiple platforms. Shanghai PingAn Insurance agent work place Customer Feedback: Huawei contact center product has 2 advantage: High capacity and openness. Otherwise, Huawei can give a rapid responses based on PingAn requirement. We are satisfying Huawei system technology and services.

  31. Taobao Cloud Contact Center Requirements • Taobao Introduction • Taobao is the largest B2C and C2C website in Asian And Pacific Region. In 2010, Taobao has 0.37 billion users, 0.8 billion goods in website. At the most busy time, 60 million users visit Taobao website one day, and an average of 48 thousand goods can be sold by Taobao every minutes. • To provide best service for users, Taobao has these requirements. • Unified Image: Taobao wants to use a unified telephone access number. This contact center telephone number will be the new customer interaction channel. • High capacity, High reliability: Taobao has 40 thousand online shops. It will have about 80 thousand agents in future. So system should be high capacity and reliability. • Openness: Taobao has many TP partner. TP partner provides IT services for online shop. So system should be integrated with TP easily.

  32. Open Platform - Integrated with Taobao Partner Contact Center interface 400 Access Number- Taobao voice portal More than 10000 Taobao TP partner. Taobao Online Shop Taobao TP provides IT service for Taobao online shop Taobao commercial interface Taobao Users WWW.TAOBAO.COM Taobao Internet Portal • Huawei contact center platform provides web service interfaces. Using this interface, it is very convenient to be integrated with Taobao TP system. • Huawei platform already has integrated with 4 Taobao TP. So Taobao TP can provides more functions for Taobao online shop.

  33. Huawei Help Taobao Providing Better Service • SAAS cloud based on Web technology: Do not need customization, online shop can use contact center service immediately. • High capacity and reliability platform: Huawei platform can meet Taobao capacity requirement. Agent amount will be 30000 as plan. • Open platform: Huawei contact center ability can be integrated with existed Taobao TP partner easily. So TP can give rapid response for online shop requirement. • Cooperation with powerful partners: Huawei, China Telecom, Taobao, and Taobao TP will cooperate with each other, and provides better service experience for Taobao users.

  34. Finance

  35. Success CasesinChina Financial Industry

  36. China Merchants Bank Telephone Banking System • Challenges • Completely independent system of each province, low-efficiency, investment waste. • High maintenance costs due to separate monitor and management. • Share the resources with every province, and increase the utilization rate. • Facing fierce competition, customers losses rapidly. • Only voice access • Single service function, • Low information utilization rate, lack of marketing functions 2005-2010 Best Call Center In China • Customer benefits • 200,000 calls per day with improving service capability • Comprehensive promotion ways – voice, web, email, SMS, etc. • Quick response for marketing promotion of new business • Easy to expand and maintain • Improved customer satisfaction by multi-level service • Achieved the best call center award continually in 2004 ~ 2007 • In 2006,95555 handled 13.02 million calls, solved the more than 40 thousand client problems ,compared with 2005, which improved by 48.49% and 38.6%. The base business "easy financial management" improved 4.752 billion, an increase of 125%.

  37. Brazil BNB Bank - UC and CC Integrated Solution • Customer Challenge • New services can not be running on old platform. • Pay more attention on system reliability and security. • Agent should has collaboration with bank colleges. • Need professional services to reduce OPEX. • Huawei Solution • Provide UC and IPCC total solution (11575 UC users, 197 IPPBX, 450 Agents) • Provide geographical disaster redundancy and local survival function. • Adopts SRTP media encryption and TLS signal encryption • Agent also can enjoy UC functions and multiple terminals. • Agent can acquire professional agent’s presence status, directory information. • Customer Benefits • Increase internal communication and collaboration efficiency. • High security and reliability system ensure Bank business normal.

  38. PingAn Insurance Cloud CC– ChinaLargesttelephone sales platform • PingAn Insurance introduction • PingAn is the second largest insurance company. It has 20000 agents dedicated for Telephone sales. • Challenges faced by PingAn • PingAn has large agent amount. Existed system capacity and reliability is lack. • PingAn has developed their own CRM system. PingAn wants to retain their agent habit. New system should be integrated into PingAn CRM system. • PingAn insurance business expanded rapidly. New system should be delivered rapidly. • Comply with insurance rules, voice record should be stored for 14 months online. Voice record also should be transferred from contact center platform to PingAn internal storage.

  39. IPNetwork PingAn Cloud Contact Center Solution Huawei Contact Center Platform Base on PingAn requirement, Huawei develops this PingAn agent application server. Huawei Agent Connection control Bars PSTNNetwork UAP CTI Firewall PingAn Site PingAn CRM Service System Local Agent Remote Agent PingAn CRM System Agent Phone • Huawei cooperate with Shanghai Unicom and Shenzhen Telecom, providing contact center platform for PingAn insurance. Now, agent amount is more than 7000. • PingAn already has their own CRM. Huawei system provides Agent Connection Control Bar using PingAn CRM interfaces. PingAn does not need to change their CRM system, new system can be delivered in 20 days.

  40. Airline

  41. China Southern Airlines • Top 3 aviation groups and the best airlines in China. • In 2007, passenger traffic more than 57M peoples, Global 4, Asian No.1, have 4.2M members. • Firstly supports ‘95539’ e-ticket reservation service in China. Wins ‘The Five-Star Diamond Service Prize’. • Challenges • 24 hours air tickets reservation • Different vendors’ equipments make system expansion more expensive • Needs of multimedia accessing • Calls surge during the snow-ice disaster which rarely occurred in past 50 years

  42. China Southern Airlines Call Center (95539) • Huawei solution • Seamless integration with existing Avaya ACD • Shorten time of launching new business to only 1 week • Stable and reliable running of system in face of a large amount of calls during the Spring Festival and the snow-ice disaster • More than 99.9% call completing rate (40,000 call attempts everyday) (2 times than normal time) • Customer benefits • Ensure passenger transport during the Spring Festival • Ensure customer service during the snow-ice disaster • Inter-work with Avaya system using co-existing solution • Cost-effective investment protection

  43. Post

  44. Call Center of China Post (11185) • Challenges • Completely independent system of each province, low-efficiency, investment waste. • High maintenance costs due to separate monitor and management. • Share the resources with every province, and increase the utilization rate. • Facing fierce competition, customers losses rapidly. • Huawei solution • Network call center technology unifies monitor and manage. • Each province has a call center system individually, easy to deploy application of their own feature. • Sharing resources of all call centers. • Customer benefits • Each province system can communicate with each other • The headquarter can monitor and manage system in every province conveniently • Sharing and maximizing utilization of resources to protect investment. • Reducing maintenance costs & supplying provincial disaster recovery.

  45. Emergency Contact Center

  46. Contact Center Video Conference System Cellphone Emergency Management Platform GIS GPS Fixedphone AVLS Web Case Receive & Response SMS NVS Trunker Email Trunk Radio System Information Display System Emergency Contact Center Solution for Nigeria • Challenge • The objective is to establish national contact center, cover 37 states • There’re 16 international competitors. • Huawei’s Contribution • To build 37 ECC with unified platform call code; • To integrate advanced GIS, CAD with call centre; • To help NCC improve public rescue and service; • Low-Cost: integrate with the old system, reduce investment; • Key features: • High capacity: server more than 140 million people throughout the country; • Unified access number, unified case receive and response • Network contact center: One point access, whole country server • Security and stable: active-standby, NCC provide the redundancy; VPN&SBC improve the security effectively;

  47. Datong Public Security Bureau • The largest China Coal Mines is located in Datong City. • Serving for 6M citizens in Datong City. • 4 city zone and 7 counties under the jurisdiction. • Challenges • 110,119,120 unified command scheduling, resource sharing. • Accurate localization of accident, improving response speed and efficiency • No priority level. • Limited Human Resource served for mass population (1:1500)

  48. Emergency Contact Center of Datong Public Security Bureau • Huawei solution • One unified access of 110,119,120 … • Accurate localization of accident using GIS & GPS system cooperating with partners • High system stability • Customer benefits • Rational resources sharing & utilization • Accurate localization of accident decreases resource dissipation.

  49. Government Hotline

  50. Shenzhen Gov. Hotline Solution -- 12345 • Challenges • Government Hotline Numbers were numerous and difficult to remember • Poor coordination between departments • Inefficient reply to question from citizen • Low business coverage and citizen satisfaction • Lack of authoritative and unified reply • Customer benefits • Answered rate reached more than 80% • One-time reply rate reached more than 80% • Government hotline enhance operation efficiency by 30% • Save total cost 20%-30% • Optimize the service business processes by 32% • 80% of calls receive a direct reply, reducing repeat calls • Trackable workflow system improved the efficiency of the response • The public's satisfaction to the Government increased • The staff think the new system is more simple, more powerful

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