Centros de contacto: las demandas y requerimientos del mercado
2 likes1,534 views
The document discusses Huawei's IP Contact Center (IPCC) platform and solution. It provides an overview of the IPCC architecture and design, Huawei's enterprise business portfolio including the IPCC solution, functionalities of the IPCC including ACD, CTI, IVR, and agent applications. It also discusses the network position and designs for reliability, resources, routing, security, multimedia capabilities, and a virtual contact center.
Centros de contacto: las demandas y requerimientos del mercado
- 1. 2011/12/12 Security Level: IPCC Platform Main Slides www.huawei.com HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 2. Agenda IPCC Architecture&Design HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 2
- 3. Huawei Enterprise Business Portfolio Enterprise Business Portfolio IP CT IT Vertical Industry Services Unified E- Routers Cloud Government System Comm. Computing Integration & Switches GSM-R Deployment IP PBX Storage Transmissi E-Bank Network on Call Center Servers Smart Grid Design & Access Video Data Center Optimization Conference Smart Security Energy Customer Video Phone Support & Telepresence … Maintenance Video Training & Surveillance Certification Platform & Common Components HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 4. Huawei E2E IPCC Solution for XXX Management CRM EAI Unipro Other IT system Suit I2000 Agent front- IVR Customized OAP Application end logic(VXML) CC Apps Report layer Workflow Magent UCM Knowledge Base (TT) Monitor CTI layer CTI IVR server OBS Recording Configuration Media Access IVR Resource ASR TTS MSP WFM layer ACD PSTN/PLMN Internet IMS NGN/3G Voice Video SMS/MMS Fax Web chat Email SNS HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 4
- 5. Functionalities of IPCC ACD (UAP) CTI IVR Agent Applications Narrow Multiple skill Playing IP Agent (soft band/broad with different phone) announcement band access level knowledge Personalized base Intelligent Multi- Greeting The entire call routing Workflow, language Bulletin process is under support Reporting Digits Subscriber (real-time, and Memo Huawei IPCC collection Announcem historical) Multimedia control after it ents playing Recording agent (chat, Level-bas gets into the call announcement SMS) ed service center, smooth Digits TTS&ASR Quality call transfer, no collecting assurance Uniform Conference drop calls, good Recording, configurati SMS, WAP, voice quality MyIVR MMS TTS, ASR, on platform supported Uniform call fax and IVRMAP Voice and Template and trace, uniform video screen IVR Analysis standard call reason from recording Multi-language process IVR and agent support based service wise Monitoring (data, agent) Video IVR Satisfaction survey SMS, MMS support HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 6. Network Position Huawei IPCC TCP/IP IP Agent CRM/ERP /Billing…. SIP RTP CTI IP backbone PSTN/PLMN Subscriber E1 Soft Switch ACD MSP SIP/BICC IVR IP backbone IP core Network Internet Http/Https SMTP/POP3 SMPP MM7 PAP Subscriber Email SMC MMSC WAPGW Web HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 7. Huawei Solution for XXXX Datacenter A NIRC Datacenter B MGC: SIP Proxy MRP: Media server MGC CTI Storage report MSP MGC CTI Storage report MSP IVR IVR IP IP IP backbone Essen Area N IP Potsdam Pop 1 Pop 3 Site Pop 2 Site ＋ ＋ MGW MRP IP Phone Agent PC MGW MRP IP Phone Agent PC MGW MRP E1 E1 E1 Core network Customer Customer HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 7
- 8. Huawei Solution for XXXX (Contd) PSTN/PLMN Subscriber Subscriber E1 E1 E1 E1 Pop 1 Pop 2 Pop 3 Pop 4 Data Center 1 Data Center 2 IP network Site Site Site Site Site Site Site ＋ ＋ ＋ ＋ ＋ ＋ ＋ Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Phone Agent PC Access & Resource distributed; management & control centralized. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 8
- 9. Call Routing of IVR Data Center Huawei Existing system MGC: SIP Proxy 2 Report to CTI MRP: Media server CTI 4 3 Check sub info CRM/ERP/Billing…. MGC IP backbone Region X Pop 5 Control resources IP Customer 1 Subscriber call in MRP MGW E1 PSTN/PLMN 6 Start IVR talk Signal flow Voice flow Data flow HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 10. Call Routing of Agents Data Center Huawei Existing system MGC: SIP Proxy 2 Report to CTI MRP: Media server CTI 4 3 Check sub info CRM/ERP/Billing…. MGC 5 Transfer to agent IP backbone Region X Pop IP IP Site Customer 1 Subscriber call in ＋ MRP MGW IP Phone Agent PC E1 PSTN/PLMN Signal flow Voice flow Data flow HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 11. Reliability design CTI reliability design ACD Board : load sharing 0 1 2 SC-MCU-C 0 1 2 SC-MCU-C RUN ALM ACT RUN ALM ACT BUZZ OFF 100/1000BASE-TX ETHERNET COM BUZZ OFF 100/1000BASE-TX ETHERNET COM MCU MCU UAP Internal switch chip of CTI the UAP6600 CTI CTI MRP card SERVER SERVER Internal structure of the UAP6600 IVR IVR APLogic APLogic Network contact center share Load balance DB DB Load sharing Active/ App App Standby NIRC SERVE SERVE Datacenter 1 Datacenter 2 R R Application Resource sharing HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 12
- 12. Resource sharing design Queue sharing between two datacenters Datacenter1 Datacenter2 Queue1 Queue1 Queue2 Queue2 Agents Agents Queue3 Queue Busy Queue3 CTI Shared CTI Shared Agents Agents Data report 1 Call to CC2 NIRC Net Queue2 Net Queue3 2 Transfer to shared queue 3 call answered HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 13
- 13. Voice Qos design Data Distribution Which Ensures High QoS Connecting network ports to different VLANs Preventing the broadcast storm Ensuring the QoS Network port 1 Network port Network port 3 2 CTI data flow SIP/RTP flow NFS/TTS/ASR CTI platform Agent phone File server HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 14
- 14. Intelligent Routing design --VIP customer get VIP service Billing VIP Customer Flow 2 for Flow 1 for Prepaid VIP customer customer ACCESS RATE VIP Distinguish Define IVR Class2 100 Subscriber’s class Procedure Class3 Prepaid customer 80 60 Class4 Different Different Class CSR 40 Students Background handle 20 TRAFFIC Different SLA for background service processing flow VIP Senior Spanish manager Agent agent HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 15
- 15. CTI Platform-Routing based on preset skill Number A Agent 1 Telephone Number A Skill 1 Telephone Number B Access Number B IMS/NGN Skill 2 /PSTN Platform Telephone Number C Number C Skill 3 Agent 2 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. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 16. Network Security Design Oi IP Network Data Center Pop SBC Firewall Firewall NGN Site ＋ IP Phone Agent PC HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 17
- 17. Multimedia Capability design 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. Self Service Manual Service China Mobile Case IVR •Manual --> IVR: 20%, Agent additional SMS/MMS: Email 50%. Customer •Shorten call length SMS from 93 sec to 77 sec. Web MSP Distribute WAP Reduce call manual call traffic length HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 18
- 18. Virtual Contact Center design •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) Inspect, report, manage… SCE Inspect, report, manage… SCE VXML VXML OA Agents Agents Bank logical contact center 1 logical contact center 100 Billing CTI/CCS Outbound IVR Server ACD Physical contact center Work Flow Web / Database App Email Server Server Value Transfer： From Cost Center to Value Center HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 19. Multimedia Call back, improve satisfaction 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. Normal wait Waiting Timeout dial Press 0 to ask agent service Press 9 to be called back Hang up Online Queue Customer is System Agent Agent is free Customer Satisfaction convenient to automatically Service receive call multimedia outbound HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential Page 20
- 20. CTI Platform -Multiple Service Development Tool OPEN API JTAPI CCCBAR COM/DCOM ActiveX/DLL SCE Tool VXML Tool Abundant interfaces C/JAVE development environment. Abundant Development Tool Development Supporting Team HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 21. CTI Platform- Intelligent Report Functions Traffic report Agent report System inbound report Agent basic information report IVR traffic report Agent login/logout detail report IVR traffic report (By service type) Agent rest brief report Manual inbound call report Manual inbound call report (By Agent operation brief report service type) Inspection operation brief report Call waiting time report Agent operation detail report Trunk usability report Agent outbound call brief report Online agent amount 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. HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential
- 22. 随着呼叫中心技术的成熟，传统的PBX，IVR已经 Thank you HUAWEI TECHNOLOGIES CO., LTD. Huawei Confidential