Recently, IDC released the "China Contact Center Software Market Share, 2022: Born to the Cloud" report. According to IDC data, Huawei will once again rank first in China's contact center market share in 2022 with its intelligent cloud contact center solution (AICC). This is the ninth consecutive year that Huawei has topped the evaluation report since 2014.
The report shows that China's contact center market continues to evolve toward the cloud, and the market size will continue to grow steadily in 2022, reaching US$620 million (approximately RMB 4.16 billion). Among them, Huawei's sales increased by 9.1% year-on-year, ranking first among the top 10 manufacturers.
Huawei AICC solution is the leader in China's contact center market. As of now, Huawei AICC has served 1.8 billion users. Huawei applies 5G, AI, cloud, high-definition audio and video coding and other technologies to the latest AICC solution, and based on the Pangu large model, enables AICC to have omni-channel access, full-process intelligence, and an orchestratable open platform. The platform supports multiple deployment models of public cloud, hybrid cloud, and private cloud to meet different customer business needs and bring better user experience, higher first-time resolution rate, lower marketing/service costs, and more standardized services to enterprises. service process.
Omni-channel access: native video, accelerating business online
Huawei's AICC solution is the first in the industry to provide native 5G high-definition video calling capabilities. Users can enjoy carrier-grade high-quality services without installing an APP, achieve seamless audio and video switching without interruption, support video customer service, video IVR and other services, and accelerate line Online business.
Full-process intelligence: optimize customer experience and improve work efficiency
Huawei's AICC solution helps make the entire process intelligent, reducing costs and increasing efficiency. Intelligent robots provide 24/7 uninterrupted service. Intelligent agent assistants complete emotional intent recognition, word recommendation/reply polishing, real-time transcription/automatic generation of cases, automatic classification/automatic filling of work orders, complete knowledge base in seconds, and comprehensive improvement. Work efficiency.
Arrangeable: open ecological alliance partners
Huawei insists on platform openness and enablement, opening northbound and southbound interfaces for secondary development by partners, and providing a variety of development tools and empowerment courses to enable partners to jointly serve the personalized needs of various industries in the 5G era.
The excellent performance of Huawei's AICC solutions in the market is a concrete reflection of product competitiveness. More importantly, it is necessary to keep up with the development of the times, base on customer needs, and be brave in innovation. Huawei will continue to focus on optimizing user experience and explore new technologies with an innovative spirit. Multi-intelligent and video-based service models support the development of the intelligent contact center industry.
Source of reprint of this article: https://news.eccn.com/news_2023120114462847.htm
