Huawei just launched its eSpace Cloud Contact Center Solution to the global market at the 2011 Asia Pacific Contact Centre Association Leaders (APCCAL) Expo in Guangzhou, China. With features such as on-demand cloud contact, mobile and highly-efficient cloud management, seamless communication cloud collaboration, and green and open cloud agent, the eSpace Cloud Contact Center Solution will lead the entire contact center industry into a Cloud era, and meet increasing demands in marketing services and management from enterprises.
"Cloud computing technology has brought a new driving force in the development of contact centers, and will greatly enhance efficiencies in communications and collaboration between enterprises and customers," said Louis Victor, Marketing Director of Enterprise Contact Center at Huawei Enterprise. "Huawei is committed to providing leading-edge contact center solutions to enterprises, and together with our partners, create a top-notch cloud contact center platform for our customers."
Huawei developed the eSpace Cloud Contact Center Solution by leveraging on advanced ICT technologies. Based on the Cloud-Pipe-Terminal Layer frame, the eSpace Cloud Contact Center Solution's features include:
- Through resource virtualization and dynamic adjustment capabilities, a sharing schedule pool (CTI Pool) is formed by several physically independent call center platforms. Cloud platforms can be virtualized into several independent logical contact centers, enabling independent deployment, monitoring and management of services. In addition, it also supports an on-demand use of cloud service, the sharing of resources, traffic load share balance and geographic disaster.
- The solution can manage and offer services anytime, anywhere. Huawei eSpace cloud contact center management platform makes full use of the mobility of the smart devices. It provides a rich graphical monitoring interface that can be accessed remotely through mobile devices, enabling remote maintenance and management of the system's operation and agents' service.
- The solution provides open service gateway and Internet gateway, enabling an open cloud platform for application developers and third-party applications.
- The solution seamlessly integrates cloud contact and unified communication, allowing easy construction of expert agents. By extending the access to more communication channels such as video, social media, and Web applications in addition to traditional ones such as voice, SMS, and email, it has laid a solid foundation for the innovation of the cloud contact center.
In the first half of 2011, Huawei Enterprise's global contract sales revenue increased by 80 percent compared to the same period last year. The business group is on track to double its global contract sales to USD 4 billion this year as it expands its global market share in the enterprise space and achieves significant growth in strategic markets such as North America and Europe. Huawei Enterprise also plans to reinforce its leadership position in Asia and place strong emphasis on markets such as the Middle East, Russia and Brazil. In the next five years, Huawei Enterprise business group's sales revenue is expected to reach USD 15 billion, accounting for 20 percent of Huawei's total global revenues.