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Internet Contact Service

Huawei Internet Contact Service (ICS) functions as a multimedia access gateway for Contact Center web-based communications. Create your best enterprise brand image, customize applications, and proactively communicate information to target customers.

Developed based on network and IP technologies, ICS supports multiple media channel access — web, email, and social media — and expands value-added services and marketing channels. Integrate intelligent and manual services with open, standard interfaces.

Enhance services, improve communication, and lower costs with Huawei’s ICS combined with your enterprise contact center solution.

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Integrates an efficient, online customer service system into a corporate web portal, provides 24/7 online services and navigation tools, extends your enterprise brand influence

ICS system integrates convenient service navigation to provide specialized services, and displays current status of Automatic Call Distributor (ACD)
Supports Click-To-Dial (CTD) and desktop collaboration, improving service efficiency; uses the built-in or external intelligent robot to migrate workload among agents, and reduces labor costs
Releases bulletins to social media sites such as microblog, WeChat, and Facebook; receives comments made by customers, distributes them to agents for processing, and retrieves the desired information to perform multi-channel marketing and improve the brand influence or corporate image

Specifications

Specifications	ICS
Maximum Number of Text Chat Agents	300
Response Time of Non-query Operation	3
Response Time of Query Operation	15
Maximum Size of File Transferred During Text Chat	10
Maximum Number of Mailboxes	10
Maximum Number of Social Media Accounts	20
Maximum Number of Search Tasks	20
Maximum Number of Daily Search Items for Each Task	10,000