Huawei has launched its eSpace Cloud Contact Center
Solution.
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.
Its features include on-demand cloud contact, mobile and
highly-efficient cloud management, seamless communication cloud collaboration,
and green and open cloud agent.
“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,” Victor
added.
Huawei developed the eSpace Cloud
Contact Center Solution by leveraging on advanced ICT technologies.
The eSpace Cloud Contact Center Solution will have
through resource virtualization and dynamic adjustment capabilities. Cloud
platforms can be virtualized into several independent logical contact centers,
enabling independent deployment, monitoring and management of services. In
addition, it supports an on-demand use of cloud service, the sharing of
resources, traffic load share balance and geographic disaster.
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.
It has the capability to integrate 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.
The Chinese telecom equipment major Huawei is trying to
expand in the enterprise market which is currently dominated by Cisco.
Besides Cisco, Huawei faces competition from Juniper, HP and others.
Juniper entered the market in 2004 with its NetScreen
firewall and VPN acquisition, and then with LAN switches in 2008, but its sales
there have been flat of late. HP is the clear No. 2 in LAN switching behind
Cisco, and doubled its market share by acquiring 3Com in 2009. But HP is still
at about 10 percent market share, while Cisco enjoys 65 percent or more,
according to a report in Networkworld.com.
By Telecomlead.com Team
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