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Huawei Contact Center IVR Platform

Interactive Voice Response systems have become an integral part of contact centers due to their compelling value proposition of 24/7 availability and automation of routine transactions at low cost.
Callers are increasingly being welcomed by an IVR and their interaction with the IVR influences their impression of the customer service experience. IVR systems play a significant role in branding of a company’s service quality and a poorly designed user experience leads to customer frustration and poor branding. A well designed IVR enables a business to offer anytime-anywhere services while delivering superior customer experience.Huawei IVR system is part of Huawei’s Contact center portfolio and provides voice and video self service functionality enabling businesses to automate routine transactions and allow agents to focus on key service requirements.


System Architecture

  • Huawei IVR architecture separates resource layer and control layer where the media resources are provided by Huawei’s UAP3300/U2980/U2990 while the service logic is executed by the IVR Server. This design allows for flexibility in expansion at each layer as per business requirements.
  • Huawei IVR servers work in a load sharing mode to provide high availability and avoid a single point of failure and ensure service continuity.
  • Huawei IVR provides flexible deployment options for single site and distributed contact centers to cater for different business requirements.


IVR Feature

  • Carrier Grade platform: The Huawei IVR system is a proven carrier grade solution providing seamless scalability and high reliability.
  • TTS & ASR support: Huawei’s IVR system supports Text to Speech and Automatic Speech Recognition by integrating with external TTS & ASR engines through MRCP protocol.
  • Outbound Self Service: Huawei IVR system supports automated outbound services in conjunction with Huawei’s Outbound System and Campaign management application.
  • Multi-Tenancy Support: Huawei IVR system supports multi-tenancy through Huawei’s Virtual Contact Center technology which logically partitions a physical contact center platform and these logical partitions can be used by several businesses running their own independent IVR services.
  • Voice XML/CCXML Support: Huawei IVR system is capable of executing Voice XML applications and supports VXML Versions 2.1 and CCXML 1.0
  • Management & Provisioning: Huawei IVR system can be managed and provisioned through a web based application.
  • Video: Interactive video services is supported where the IVR visually guides the customers through the call flow and can push or play videos to callers who are waiting to be attended by agents. Video IVR can be a key differentiator in branding of a company’s customer service where users enjoy an enhanced and premium experience.
  • Reporting: Huawei IVR system provides reports through Huawei’s web based reporting platform. While standard reports are available, custom report can also be designed and generated according to business demands.


Huawei IVR Development Environment

  • Huawei IVR system provides two comprehensive user friendly development environments to develop IVR applications. These tools are designed to aid developers to easily develop call flows according to business specifications and allow users to design, develop, test and deploy applications in rapid time frame
  • Service Creation Environment (SCE) is a Huawei proprietary tool that enables call flow development through drag and drop of pre-defined function blocks. The IVR flows that are developed in SCE use Huawei’s Global Service Logic for execution. Compiled service flows of the SCE can be loaded online dynamically by the interactive voice response (IVR) to provide updated services on a real-time basis.
  • IVR IDE is a Huawei developed tool based on Eclipse that enables VxML call flow development through drag and drop of pre-defined function blocks. Extended service logic can be developed through ISP/ASP/JSP for close integration with internet technologies. Compiled service flows of the VXML IDE can be loaded online dynamically by the interactive voice response (IVR) to provide updated services on a real-time basis.
  • Huawei IVR can integrate with external systems such as databases, CRM and other business systems through Web Services, DLL’s and Huawei proprietary interfaces.


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