Functions in the Present and Future

Huawei CEC enables enterprises to customize their own contact centers. Huawei CEC supports basic functions such as adding, deleting, modifying, and querying agents, setting agent status, and managing agents, that is, skill queue in Huawei CEC, by group. More importantly, Huawei CEC divides the agent permissions in detail. Enterprises can create various agents using permission control to meet various custom requirements.

The quality and range of the voice call capability, the most basic and common capability of a contact center, are important indicators for measuring the contact center. Huawei has years of experience in the communication industry. The CEC supports multiple call functions such as call holding, call transferring, and three-party call, ensures high-quality calls, and helps agents better handle each inbound call, greatly improving customer service experience. Voice recordings are available during a call. In addition, the one-click ASR capability is provided for users to view and save the recordings.

The development of network technologies implements bandwidth acceleration, three-network convergence, and HD video calls across terminal devices. By using the video call technology in a contact center, customer service personnel can better present products to customers, explain business rules, and implement remote consultation and handling of more businesses. The video agents of the CEC support functions such as video playing in the ringing state (enterprise video show), video IVR, video call holding, video call transfer, voice and video call switching, three-party video, and agent desktop sharing. The video images are clear and smooth, facilitating communication between agents and customers. In addition, video conversations between agents and customers can be recorded and downloaded, which contributes to performance coaching and service quality evaluation for video agents.

Although voice call is the main communication mode of a contact center, not all customers are convenient to make calls when they need to contact the contact center. Huawei CEC plans to add the text chat function in the version to be released recently. The text chat function between agents and customers and between agents enables customers who are inconvenient to make voice calls to use contact center services.

Huawei CEC supports multiple access modes, such as phone, WeChat, web, Facebook, LINE, and new messages, for customers to obtain services from the contact center anytime and anywhere. After customer calls are connected, the calls are processed in a unified manner and intelligently routed to agents. The agents do not need to pay attention to the customer access mode.

The IVR is a typical function of the contact center. An excellent IVR system can save not only the time of customers but also the labor costs of enterprises. Huawei CEC supports enterprise-defined rules, flexible conversion between agent and IVR response, and direct conversion from text to voice playing, reducing the enterprise workload in recording IVR voice files.

Traditional voice navigation requires customers to press the number keys each time they respond. However, Huawei CEC plans to launch a new function recently to release customers' hands. The voice recognition function of the IVN replaces the key pressing for selection in a traditional IVR flow, making the voice navigation process more smooth and intelligent.

With the development of AI, chatbots can now do some simple work for human beings. Huawei CEC plans to add the intelligent voice customer service function in the version to be released recently. A customer's inbound call can be connected to a chatbot, who can communicate with the customer. Alternatively, the chatbot can initiate an outbound call to automatically connect to the customer for intelligent voice interaction such as bulletin or return visit.

Service quality has been one of the main concerns of contact center services, and the most important one is inspection of call recordings. Huawei CEC automatically converts agent call recordings into text files and inspects call content based on preset inspection rules, implementing automatic voice inspection and greatly improving inspection efficiency.

The inspection capabilities determine the extent to which an enterprise can control the service quality of a contact center. In Huawei CEC, inspectors can perform real-time inspection by listening to, inserting into, intercepting, and hanging up agent calls. Inspectors can also obtain call recordings and monitoring indicators of agents offline for offline inspection. Multiple inspection methods are provided to ensure service quality.

The status of a contact center can be known by analyzing CDRs and report data for planning the future operation direction. Huawei CEC provides detailed call and CDR data to help enterprises operate contact centers.

In the future CEC, agents and customers no longer have to talk with each other using voice and text. Instead, video calls and stores simulated using the VR function make them communicate with each other face-to-face despite the distance.

The application of AI in a contact center just starts. In the future, technical support and complaint handling may be handled by chatbots. Customers may not know whether they are communicating with human beings or AI until they hang up.