[Document] Huawei Espace Cloud Contact Center Solution

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Objective

Cloud computing technology has brought new driving force for the development of the contact center, and will greatly improve the efficiency of communication and collaboration between enterprises and customers. Huawei has been committed to providing customers with a market-leading contact center solution, with open, cooperative, winning cloud strategy as the guide, and Partners to create the best cloud Contact center platform for all the people around the world, like electricity to enjoy the cloud contact center services.

Cloud Contact Center Overview

Cloud Contact center built on cloud computing technology, with unlimited expansion of resources, readily available, on-demand features, and can be decentralized independent contact center resources for Unified management and scheduling, the formation of a large number of resources, through resource virtualization and deployment of virtualization, to help enterprises quickly build professional marketing and service centers. Cloud Contact center is divided into cloud business, cloud platform, cloud access, cloud seats four parts.

The driving force of cloud contact center development

After a long period of development, the contact center has become the enterprise to provide users with more efficient, comprehensive services and marketing an essential platform. The innovation of the contact center solution has been closely followed by the development of CT and it technology, and through innovative applications, the contact center has shifted from a simple customer service center to a value center and profit center that delivers value-added services and precision marketing.

"Cloud" has become a part of modern life, driving silent change and innovation. Mobile communications, the rapid development of Internet and cloud computing technology, make people's communication and collaboration more frequent, communication tools and means are more and more rich, from voice, SMS, email and other development to video, microblogging, SNS, instant communication, and with constant innovation, people's choice will be more extensive. How to help enterprises achieve more efficient, personalized and low-cost customer communication and collaboration in the cloud era is the problem and challenge facing the cloud contact center.

The development of technology in the cloud era has laid a solid foundation for the application innovation of the contact center:

Cloud services become an important choice for enterprises

2012 20% Enterprise does not have it assets, 70% Enterprises migrate to cloud computing;

has more than hundreds of thousands of cloud applications represented by the App Store and Android harsh;

Communication and collaboration beyond voice

contact with the media from the 80 's 5, developed to 2010 of 38 kinds;

2011 Global 3G users reached 1.725 billion, 2013 30% users use 3G and 4G mobile phones;

Video has become the standard function of communication software and equipment;

Web2.0 change people's communication and living habits

in the Web2.0 era, SNS, micro-blog, instant messaging and other media has been widely accepted, become a modern life essential communication and communication tools;

Mobile interconnection

Wireless Broadband, based on the development of mobile communication technology, paved the way for "cloud";

Mobile Broadband development process: 2G 171.2kbps,3g 2m,4g 100M;

has more than 5.3 billion mobile subscribers worldwide, and the ipad shipments are expected to reach 100 million by the end of 2012

Huawei Espace Cloud Contact Center Solution

Huawei Espace Cloud Contact center Solution cloud includes SaaS applications, PAAs platform and IaaS platform layer three:

The SaaS layer provides a rich business cloud, based on the powerful cloud services business enabling platform, cloud services for the industry chain, providing a wealth of cloud services; users live in the cloud, work in the cloud, engage in cloud commerce, experience one-stop cloud service applications, and cloud service providers can deliver fast cloud service applications and achieve precision marketing, Rapid profitability for developers, the use of cloud services "innovation factory" rapid implementation of business innovation incubation, low-cost and efficient application development, customer satisfaction, create value.

PAAs layer provides a large amount of highly reliable cloud contact center resources, single platform support 20000 seats, through the resource virtualization and dynamic adjustment capabilities to achieve on-demand; based on cloud management and cloud seat services, can be implemented anytime and anywhere based on arbitrary terminal management and services; open business gateways and Internet gateways, The open platform for application developers and Third-party applications is fully open, and the cloud contact center platform is seamlessly integrated with unified communications, which makes it easy to build expert seats.

The IAAS layer provides flexible computing resource pools and virtual computing capabilities to meet the dynamic requirements of the cloud contact center for resources, and to quickly configure them according to user requirements.

Huawei Espace Cloud Contact center solution powerful Access cloud support for the future of the network evolution, 2G, 3G, PSTN, PLMN, NGN, IMS and other networks to achieve unified access, unified line. Huawei Access Cloud has a comprehensive support capacity for the channel, in addition to the traditional voice, SMS, email, etc., but also can broaden access to video, social media, web, etc., for the cloud contact Center application of Innovation provides a solid foundation.

In the face of increasingly rich desktop and mobile terminals, Huawei Espace Cloud Contact Center solution provides a comprehensive terminal support solution. Based on smartphone, Tablet PC and thin client, self-service, seat service and operation management can be easily realized and mobile.

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