Multimedia access: IPCC system supports voice, video, email, fax, SMS, and web access. Comparing with traditional voice call center, it is a multimedia contact center. And Huawei IPCC system also has interfaces for future media access, like IM, SNS, etc.
- Skill based routing: System can analyze incoming call destination number. Based on predefined rules and agent skill, then incoming call can be routed to suitable agent who will have the related skill.
- Intelligent routing: System can upload and execute intelligent routing script, and acquire call destination. The intelligent routing script can be customized based on customer routing needs.
- Differentiable routing: High-level customer brings more profit for enterprise. Contact center system should provide perfect service for high-level customer. So incoming call should be distinguished as different level, and routed to different waiting queue. Then system will rout incoming calls based on different waiting queue’s real time access ratio and anticipant access ration.
Powerful quality control and monitor function:
System can monitor system components status, agent group status, and each agent status. System also can provide abundant quality control functions;
- provides tools that can monitor system components status;
- view each component resource usability situation;
- Provide real time quality control function, like forcible busy, forcible idle, intrusion, interruption, screen monitor, etc.
- Provides tool supporting voice/screen record inquiry and giving scores for agent.
Open System
IVR script development platform:
- Huawei system provides 2 development tools. One is a private tool – SCE (Service creation environment). SCE is a graphical development tool, and it is very easy to use. SCE supports abundant SIB (Service independent Building Block). Using these SIB, Developer can develop SIB combination to finish IVR script development rapidly and easily.
- System also supports a VXML standard development tools. Customers can use this standard language to develop VXML script.
Manual service development platform
- System provides abundant interfaces for second development, including API, ActiveX, JTAPI, web service, etc.
- System also provides Java type API; developers can develop B/S architecture application system conveniently.
Virtual contact center
This technology can be used for Contact center outsourcing business. Contact center operator can build a physical contact center platform. This physical contact center can be used for several logical contact centers, and each logical contact center can be rent to different tenants. Each tenant will have independent access number, IVR script, agent group, etc. And the data of each Virtual contact center is also independent; this can ensure tenant data information secure.
Flexible IVR architecture
Control and resource are separated: IVR platform adopts advanced architecture. Control layer and resource layer are separated. Media resources are embedded in ACD, and media resources boards are load-balance with each to guarantee reliability. Using this architecture, system capacity can be expanded easily.
Video IVR: Comparing wit traditional IVR, Video IVR can provide Video interaction with customer. Customer can choose correct service rapidly, and they do not need to hear all the voice navigation.
