What's a Contact Center?

A contact center, also called by various other names, such as customer interaction center, is a central point from which all customer interactions across various channels are managed. A contact center handles inbound and outbound customer communications over various digital channels, such as web, webchat, email, messaging apps, and social media, in addition to traditional means like telephone and fax. Typically, all these channels are part of an integrated system. This way, modern contact centers can help to create an omnichannel customer experience and deliver a consistent brand image.

Essentially, your success as a business is measured by how satisfied your customers are with your products and services, and a contact center that is up to the job is an important part in delivering that customer satisfaction.

Today, there is a steady trend of moving contact centers from on-premises to cloud-based infrastructure. A cloud contact center offers many benefits over an on-premises one, including scalability, reliability, faster response to changes, faster speed to adopt new technologies, faster addition of new channels, and many more.

HUAWEI CLOUD Offering

HUAWEI CLOUD's Cognitive Engagement Center (CEC) is a cloud service that enables you to build an omnichannel, one-stop customer service platform with speed and scale. Going beyond what traditional call centers can provide, CEC features cutting-edge technologies, such as voice and semantic recognition, natural language processing, 5G video, and IoT. With CEC, you get to take advantage of Huawei's many years of experience serving industries such as telecom, government, banking, insurance, Internet, healthcare, education, and transportation, and build a full-function, intelligent customer service system to improve customer service quality and efficiency.

Product Advantages

·       Stability and reliability

The carrier-class platform ensures service reliability. Large capacity and massive concurrency are not a problem.

·       Rapid provisioning

CEC is ready to go out-of-the-box and comes with everything you need to get started. There is no need to provision and deploy other applications.

·       Flexible integration

The powerful SDK supports secondary development and quick integration with your existing application systems for functions such as screen pop-ups, custom IVR flows, and video calls.

·       Auto scaling

CEC allows you to easily add or reduce agents in self-service mode based on business requirements and pay per use.

·       Ease of use

Modular functions make it easy for you to get started quickly, and the graphical online flow editor makes it easy for you to design custom IVR flows.

Benefits

Using HUAWEI CLOUD CEC, you can quickly build a full-fledged, cloud-based, omnichannel contact center that offers the following benefits:

·       Consistent customer experience across voice and digital channels. Your customers can contact customer service representatives anytime, anywhere, and from nearly any device.

·       A one-stop agent workbench that integrates all the functions of your contact center, so your customer service representatives can work more efficiently.

·       A single customer view, where all customer data is brought together, so you can predict your customers' needs and offer them appropriate suggestions or new product recommendations.

·       Self-service capabilities to resolve some customers' needs without involving a human representative. CEC offers easily customizable IVR flows, with text-to-speech (TTS) service, so you can create IVRs that answer basic questions or solve basic problems. This frees up your customer service representatives, allowing them to focus on more complex problems.

·       Customer request routing based on the skills of agents or customer service representatives, ensuring your customers are always served in the most effective manner.

·       Extensive video capabilities, which are perfect for some industries, such as insurance, where it is useful for remote loss assessment; or for banking industry, where ID verification can be done online; or for remote fault diagnosis in IT scenarios.

·       Enterprise application integration. CEC can be easily integrated into your existing CRM systems.

·       Easy inspection and monitoring. CEC provides real-time and post-event inspection functions and charts and reports on various operational metrics, helping you stay on top of service quality at your contact center.

Getting Started

With CEC, you can build a cloud-based contact center for your business by performing some simple steps on a web console — you will be up and running in just a few hours. 

Promotions

In the upcoming Thrive with Cloud festival, HUAWEI CLOUD will be offering a 50% discount for the CEC service in regions where it is available. This will be a perfect opportunity for you to try out the service and explore how it can help you transform your customer service.