Huawei eSpace Contact Center is customizable and adaptable to specific business needs. It is built for effective customer service and marketing with the objective of bridging communication between enterprises and customers.
Highlights : About Huawei eSpace Contact Center Software
Management platform
IP technology
Graphical monitoring
Reporting
Video IVR (Interactive voice response)
Virtual meetings
Desktop sharing
Mobile integration
About Huawei eSpace Contact Center Software
Huawei eSpace Contact Center is customizable and adaptable to specific business needs. It is built for effective customer service and marketing with the objective of bridging communication between enterprises and customers.
Specifications
Business Size
Enterprise
Deployments
Cloud
Language Support
English
Platforms
Product Details
Features
Video IVR (Interactive voice response)
Virtual meetings
Desktop sharing
Mobile integration
Computer Telephony Integration (CTI)
Voice recording
Screen record
Voice terminal
Multiple media channels
Fax, email
Social media integration
Contacts Routing Server (CRS)
Browser/Server (B/S)
Real-time monitoring
Inspection system
Outbound calling system
Multi-layered platform
Third-party development
Service integration
Customization
Agent scoring
Custom and intelligent reports
Contacts Routing Server (CRS)
Internet Contact Service (ICS)
Proactive Outbound Platform (POP)
Automated Experience Portal (AEP)
ICS supports multiple media channel access
Voice conference
Benefits
Multi-party collaboration with voice conferencing
eSpace Contact Center enables multi-party collaboration with voice conferencing, and any member can interact as an agent; professional experts and colleagues collaborate or can interact as agents.
Management personnel
Management personnel can conveniently monitor the contact center’s operational status in real-time which includes inspection, recording and scoring functions
Open, multi-layered platform with interfaces
eSpace Contact Center is an open, multi-layered platform with interfaces for third-party development, service integration, and system customization.
Contacts Routing Server (CRS) uniformly routes
The Contacts Routing Server (CRS) uniformly routes and allocates requests from multimedia channels to the most appropriate agent or Interactive Voice Recognition (IVR) flow.
Utilizes a comprehensive report platform
eSpace Contact Center utilizes a comprehensive report platform with built-in / third-party tools for custom reports and statistics that can be displayed in tables or charts.
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