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Huawei Certified Specialist Course IPC C Sales Huawei Technologies

Huawei Certified Specialist Course IPC C Sales Huawei Technologies. Agenda – Afternoon (Products & Solutions). IPCC Solution Overview Features and Highlights Products & Solutions. Agenda – Afternoon (Products & Solutions). IPCC Solution Overview Features and Highlights

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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 – Afternoon (Products & Solutions) • IPCC Solution Overview • Features and Highlights • Products & Solutions

  3. Agenda – Afternoon (Products & Solutions) • IPCC Solution Overview • Features and Highlights • Products & Solutions

  4. IPCC Roles Convenience CUSTOMER Efficiency Profit ENTERPRISE AGENT IPCC

  5. IPCC Roles - CUSTOMER

  6. Multi-Channel Support Email Phone IPCC FAX Web Video SMS

  7. Telephone & Mobile Now, you just need do like this.

  8. Web Access Online Multimedia services SNS Control & Marketing • Internet to access ways: • Text Chat • Callback • Click-to-dial • Escorted Browsing Automatic semantic analysis Data filtering & segmentation SNS History Information Collection Workflows

  9. Video CC • Video IVR • Video Promotion • Video Agent Flash\P09 Huawei IPCC Video Contact Center.exe

  10. Self-Service • MyIVR • IVRMap • Multimedia Self Service • Voice Navigation • Voice Identification Flash\P10 Huawei IPCC Self Service Center.exe

  11. Unified Platform – Converged Solution Agent PSTN Internet CC Customer Expert Agent UC Expert Agent Group Instant Messaging Expert Agent List Multi-party conference Desktop Collaboration Improves First Call Resolution and Customer Satisfaction

  12. IPCC Roles - ENTERPRISE

  13. Define IVR Procedure ACCESS RATE VIP Class2 Class3 Class4 TRAFFIC Differentiable Service ② IVR Service Distinguish Subscriber’s Class ① Access VIP Customer ③ Agent Service Different Background Handle ④ Workflow Management Different Class Agent Screen pop Normal Customer This feature allows you to serve your High Value customer on priority. They need not wait in Queue long. Therefore, improving customer satisfaction, retaining high value customers.

  14. Outbound Flash\P14 Huawei IPCC eSales.exe

  15. Green Agent Innovation Green design • Applications are deployed centrally, reduce management and maintenance difficulties and human resources; • AT7600: All in one design, integrated with HD camera for video agent, monitor, eSpace UC desktop; • Volume = 1/5 PC • Power = 1/10 PC • MTBF = 4.45PC • No noise • Plug and Play, no need to install any software • Information security • Dedicated buttons for agent (One touch control): • 1.Busy/Idle • 2.Hold • 3.Help • 4.Chek in/Out • Working status indicator of agent eSpace AT2600 eSpace AT7600 eSpace AT1600 • Dedicated terminal design for agents and supervisors; • Integrate with PC, IP Phone ability; • Optimize voice quality by AT’s voice codec capability.

  16. WAN PLMN PLMN PLMN Network Contact Centre – Resource Sharing How can I get the bill ? Weareallbusy,while thereareidleinBeijing. CC Site 1 Shenzhen Cash Hello, Miss Lin! Which month do you want? Shenzhen CC Site 2 Shanghai Cheque CC Site 3 Beijing Bill

  17. Virtual Contact Centre (VCC) - Multi-tenanting Large -Enterprise SMB SoHo Large -Enterprise SMB SoHo Virtual Contact Centre (VCC) Rent Rent VCC1 (CC Supplier) Outbound CC Inbound CC CC & IVR IVR Application-level Virtualization Physical Platform

  18. Cloud Contact Centre

  19. Quality Control Screen Record Screen Recording Server Real-time QC PSTN/PLMN Offline QC Supervisor Screen Recording MRS Board Supervisor can see agent screen in real-time Customer Voice Recording Agent Supervisor desktop Agent desktop Conference Bridge Real Time

  20. Monitor • CC Run-Time State • Agent State • Agent Map

  21. Report • Agent Basic Information Report • Agent Operation Profile Report • Agent Login and Logout Report • Agent Rest Profile Report • QC Operation Profile Report • Agent Outbound Profile Report • Agent Group Outbound Profile Report • Agent Connection Report • Agent Traffic Report • Agent Traffic Report By Skill • Agent Group Traffic Report • Agent Graphical Time Spent Report • Agent Group Graphical Time Spent Report • Online Agent Report • Graphical Online Agent Report Self Customization Tool • Trunk group report • Trunk group graphical workload report • Trunk group detail workload report • Skill service level report • Skill Graphical Service Level Report • Skill Graphical Call Profile Report • Skill Graphical Attendance State Report • Skill Graphical Time Spent Report • Skill Summary Report • Skill Graphical ASA Report • Skill Performance Report • Skill Performance Report by Skill • Skill reports • Trunk reports • VDN reports • IVR reports • Agent reports • VDN traffic report • VDN inbound busy hour report • VDN inbound traffic report • IVR traffic report • IVR traffic report by service type 3D Graphical Report • Agent reports • Agent Basic Information Report • Agent Operation Profile Report • Agent Login and Logout Report • Agent Rest Profile Report • QC Operation Profile Report • Agent Outbound Profile Report • Agent Group Outbound Profile Report • Agent Connection Report • Agent Traffic Report • Agent Traffic Report By Skill • Agent Group Traffic Report • Agent Graphical Time Spent Report • Agent Group Graphical Time Spent Report • Online Agent Report • Graphical Online Agent Report

  22. IPCC Roles - AGENT

  23. Agent Application • Huawei provides a default agent desktop application. Agent desktop functions can be enabled/disabled as per the requirement.Eg:CTI Screen Pop-up. • CTI platform provides API, ActiveX, JTAPI, Web service, etc. These interfaces can be used for software development.

  24. Customization and Integration 3rd Party CTI System Other System SAP CRM Siebel CRM Siebel API API from other venders SAP API TSAPI/SCAI OBG Server SCE Environment SIG Server Intess API UAP3300 Platform CTI system integration CRM system integration IDE Environment

  25. Thank You Thank You

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