Flexible Efficient Call Centers
Video Customer Service
Customized IVR Flow
Inspection and Monitoring
CEC provides one-stop access by phone, from a browser, or through WeChat and other applications, for your call centers. Your customers can contact customer service personnel anytime, anywhere, and from nearly any device.
Your customers can prepare their own access codes.
-Text Customer Service
CEC can be integrated with third-party web pages and applications.
-WeChat Customer Service
Quick access to WeChat is available.
Video Call Center
CEC provides video capabilities for your call centers, including video IVR and P2P video calls, improving customer experience.
-Enterprise Video Show
After a customer dials your customer service hotline, CEC can play custom video, such as promotional video content, instead of the traditional IVR voice.
-P2P Video Call
CEC supports VoLTE and VoIP video calls. Customers can use 4G phones to initiate video calls to your customer service center, or your customer service representatives can initiate inbound video calls. CEC is great for vertical 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.
CEC supports post-event monitoring and service quality assessment throughout the entire video call process.
Full-Function Agent Workbench
CEC sorts agent workflows and business functions based on service scenarios and provides an easy-to-use one-stop agent workbench that integrates all the functions of your call center.
-One-Screen Display of Omni-Channel Service Information
CEC supports the concurrent processing of voice calls, chats, and video requests, and displays customer information, historical sessions and contacts, service tracks, and inspection monitoring data all on the same screen.
-Quick Integration with Third-Party Applications
CEC can be quickly integrated with your CRM and ERP systems.
Online IVR Flow Editing
On the visualized IVR flow configuration page, service administrators can quickly customize IVR flows, such as traditional voice services or text-to-speech (TTS), logical judgment, and third-party interfaces. No major technical skills are required. You can be up and running in 5 minutes.
-Customized IVR Voice
You can upload recorded voice files or just write the text and let TTS do the work for you. You do not even have to record your own audio.
-Diagram Element Configuration
CEC provides a drag-and-drop environment for online testing and rapid troubleshooting.
-Enterprise Application Integration
CEC supports third-party APIs.
Efficient Onsite Management
CEC provides real-time and post-event inspection functions and charts of various operational indicators to help you stay on top of service quality and keep abreast of the states of your call centers at a glance.
-Various Inspection Modes
CEC provides a range of inspection modes, such as interception, listening, and screen recording for flexibility and efficiency.
CEC provides detailed reports that include call, agent, and skill telemetry so that you can understand your call center operations in detail.
CEC provides SDK secondary development interfaces to develop various call center monitoring applications.
Healthcare|Smooth Stable Emergency Channels
CEC helped HealthLink build a high-quality call platform for emergency services. It provides 24/7 online call services for more than 30 cities in China, ensuring emergency channels are available anytime. All calls are recorded and can be downloaded and traced to effectively monitor the service quality.
Securities|Secure and Reliable Private Line Access
The call platform in Hongta Securities is built on a hybrid cloud. Their own business systems (including VoiceXML IVR flows) are deployed in a local equipment room, but the RESTful interfaces are provided for CEC services. In that way, core business data can be protected and kept isolated for extra security. The private cloud of the equipment room in Hongta Securities connects to Huawei Cloud Guangzhou and Shanghai nodes using MSTP cloud private lines, so there are no single points of failure and the voice quality in the call center can be ensured.
Insurance|Distributed Access with Centralized O&M
Taikang Life uses a cloud platform solution with private line networking (network assurance model of China Mobile dual private lines and China Telecom single private line). This solution helps Taikang Life implement distributed workplace access throughout the country but with central management, monitoring, and operations of their national telemarketing platform. Based on the China Mobile cloud PBX, Taikang Life obtains the national area code +95522. In cloud service mode, Taikang Life reduces one-time CAPEX and greatly improves O&M efficiency.
Transportation|Single Number for Centralized Provincial Business
The 12328 call system in Yunnan province is a central service supervision system in the social public welfare in the transportation industry. They use the CEC public cloud platform for unified platform deployment, distributed agent deployment, and application of the unified number in all cities and districts. This call system provides complaint reporting, information consultation, and suggestion services sectors such as highways, waterways, public transportation (including urban passenger transportation), ETC, sea search and rescue, maritime, and salvage.
Enterprise Service Transformation
+Video: Reshaping Customer Service Experience and Creating Business Opportunities
In the 5G era, video communications technologies are developing rapidly, resulting in an explosive growth of enterprise-level video services, especially where customer services are concerned. In the financial sector (banking, insurance, and wealth management) and in traditional industries (healthcare, education, and e-government), video customer services provide more in-depth contact. They improve customer perception and build an immersive service experience.
- Customer Engagement Using Video Content
When a customer dials your customer service hotline, CEC plays your enterprise business card or short advertisements or other video content.
- Industry-specific Requirements Satisfaction Using Video Calls
Two-way video services can be used for applications such as remote vehicle loss assessment, bank customer identity authentication, and remote tax filing.
- Sales Channels Activation Using Video Marketing
CEC displays product highlights in an intuitive way that improves your conversion rate.
+IoT: Transforming Customer Services to Proactive Services
In a fully connected world, IoT services will transform from passive manual maintenance to proactive intelligent services. By connecting to and integrating with IoT devices, IoT services will enable early diagnosis, automatic fault dispatch, and remote video troubleshooting. IoT is bringing down the cost of doing business.
- Automated Cases
CEC matches cases to IoT devices to diagnose faults in advance and proactively generate warnings.
- Enterprise Information Flow
CEC incorporates IoT device cases into your workflows to avoid information silos.
- Reduced Service Cost
The need for onsite service support is reduced thanks to video support and various digital channels, and generally improved thanks to remote service support.