Huawei AICC Omnichannel | 3CORP Technology

Huawei AICC

Huawei’s Artificial Intelligent Contact Center (AICC) uses an intelligent voicebot and Web Real-Time Communication (WebRTC) to present information to users and assist with daily activities.

Characteristics

Complete baseline resources

• Complete solution: IVR, unified routing and queuing, voice recording, incoming and outgoing calls, customer journey analytics, reporting, integrated agent dashboard, etc. • Omnichannel collaboration • AI-driven E2 service flows • GDPR compliance

Open platform for DIY

• Open API and SDK for rapid third-party integration • Orchestration of online IVR flows • Low-code customization: Fabric API, AppCube tools

Future-oriented innovation with visionary characteristics.

• Omnichannel video: native video agent for PC/app/mobile, seamless transition from voice to video • Digital signature: offline-to-online completion to speed up the closing process • Digital human: real-time interaction for a better experience

Business Values

• Reduced customer churn, improved agent efficiency, and improved digital conversion rate.

We offer results

Self-service rate up 80%+, cost reduction 16.5%, intelligent processes increased by 15%+.

China Unicom completed its centralized and intelligent national customer service platform in December 2021, a significant milestone on the path to digital transformation. It built two data centers and four regional agent centers, supporting intensive operations for 420 million subscribers.

Resources

Resources that make up the Huawei AICC solution:

Omnichannel

• Improved customer experience: social media, voice/video, SMS, email • Unified access and collaboration

All-in-one solution

• Unified structure: unified desktop agent, KBS, TT, intelligent assistant, inspection, monitor in one structure • End-to-end integration.

Smart

• AI enabling open platform • ASR/TTS/NLP interconnection to improve efficiency

Key Statistics

• Over 1,500 global clients (operators and businesses) • The world’s first commercial case of 5G video customer service • Over 700,000 agents and 1.8 billion users

Cases

Grupo Casas Bahia

Casas Bahia Group is a Brazilian retail company foun...

Paschoalotto

Paschoalotto is a national teleservice company with ...

Banco do Nordeste

Banco do Nordeste do Brasil (BNB) is a multiple fina...

DETRAN – SP

DETRAN - SP is the State Department of Transit of Sã...

ARTESP

The São Paulo State Public Transport Regulatory Agen...

Prefeitura de Itapevi

Itapevi is a city located in Greater São Paulo, 35 k...

CREA-SP

CREA é o Conselho Regional de Engenharia e Agronomia...

Tribunal de Contas - RJ

Court of Accounts of the State of Rio de Janeiro (TC...

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