Function Description
Callback using a web page:
1. A customer enters a mobile number on the enterprise portal, which invokes an API.
2. CEC allocates an agent and the agent calls the customer's mobile number.
3. The agent provides consulting services for the customer.
One-click bidirectional callback using a customer manager app:
1. A customer manager selects a customer on the app or in the internal CRM system to invoke an API.
2. CEC calls the customer manager and customer at the same time, but the customer manager will not be aware of the customer’s mobile number.
3. CEC enables the customer manager to communicate with the customer.
Click-to-dial:
1. An enterprise employee clicks on a customer name in the enterprise address book or CRM system.
2. CEC receives the API invoking request from the CRM system and calls the employee and customer's mobile phone.
3. CEC enables enterprise the employee to communicate with the customer.
Application Scenarios
Applies to multiple scenarios, including the medical beauty industry, credit card consulting service, insurance sales, logistics information query, express locker information acquisition, meal delivery service query, real estate consulting, doctor-patient calling, and B2B transactions.
Benefits
Scheduled reminders (such as reservation information and alarms):
1. An external system invokes the API to send parameters, such as the notification text message, preset recording, and called number, to CEC.
2. CEC calls the called number according to the scheduled outbound call task (including the time, frequency, and scheduled time), and plays the announcement directly or converts the text into an announcement using the TTS.
Event notification (such as alarms and voice verification code):
1. An external system invokes the API of CEC based on real-time event information (such as alarm information, text verification code, information source, and called number).
2. CEC schedules outbound call tasks to call users and directly plays announcements or converts texts into announcements using the TTS.
Application Scenarios
Applies to multiple scenarios, including hospital registration and appointment notification, robot epidemic notification, consultation information notification, voice verification code, Elevators Connection alarm notification, water level warning notification in flood seasons, real-time scheduling arrangement of a smart center, telephone bill reminder, conference notification, logistics notification, login verification, user registration, transfer confirmation, and password retrieval.
Benefits
Attracts stronger customer attention than SMS (for example, in the case of an epidemic notification).
Integration with Huawei voice and video agent capabilities: provides voice and video agent capabilities of the CCaaS platform, helping online customer service partners form a complete omni-channel customer workbench.
Reconstruction of the omni-channel agent workbench: Based on the CCaaS platform capability architecture, the agent management and session control capabilities are invoked to reconstruct the omni-channel agent workbench and operating window, providing an optimized agent workbench for industry customers.
Robot integration: Huawei opens the human-machine conversation capability to partners' robots. Partners' customer service systems use technologies such as NLP, NLU, TU, knowledge graph, and search to analyze the context of users' conversations and reply to the conversations, completing the man-machine conversation process.
Application Scenarios
Applies to multiple scenarios, including E-commerce, medical beauty, insurance, financial management, public utilities, real estate marketing, advertising marketing, and retail consulting.
Benefits
Sorts agent workflows and business functions based on business scenarios, provides an easy-to-use one-stop agent workbench that integrates all functions for enterprise call centers, and helps customer service partners enhance their customer service platform capabilities.