Enterprise products, solutions & services
Hangzhou, China, August 26, 2013 – Huawei, a leading global information and communications technology (ICT) solutions provider, announced today its eSpace Contact Center V2 solution has recently achieved certified integration with the SAP® Customer Relationship Management (SAP CRM) 7.0 application. The eSpace CC solution delivers a wide range of functions for contact center management, including intelligent call routing, multimedia call access, and automatic call distribution. To enhance eSpace CC, Huawei is building strong cooperative relationships with leading providers in different fields, including SAP.
By offering a suite of integrated services for enterprises of all sizes, eSpace CC now plays a key role in helping companies deliver customer-centric services and promote their products. Companies who use eSpace CC as the software foundation for their contact centers have more than a basic customer service center and can use the Huawei software to establish a value-added service center, a marketing-targeted center, and a profit center.
Huawei's eSpace CC solution uses a cloud-based agent system that supports rapid resource scalability, ease of access, and on-demand usage. In addition to leveraging available resources, eSpace CC also can connect disparate contact centers to a central contact center. In this networked mode, resources can be shared among different contact centers, and the call load can be balanced across them. Because a virtual network of contact centers can function as a marketing and customer service center, this deployment method helps enterprises reduce costs associated with contact center setup and operations.
To consistently improve customer satisfaction, Huawei's eSpace CC solution integrates with a robust and reliable, world-class CRM system, the SAP CRM application. SAP CRM is an ideal companion to eSpace CC, because its integrated software targets the business software requirements of midsize and large organizations in all industries and sectors. Companies that use Huawei’s eSpace CC together with SAP CRM as the foundation for their contact centers can provide a superior customer experience. SAP CRM displays customer information in single-view mode, providing sales, marketing, and service information, as well as essential service insights. These features are designed to provide groundbreaking customer experiences, promote customer interaction, and increase service flow efficiency.
Wang Junhai, eSpace CC's management director, said, "We are very happy that eSpace CC integrates with SAP CRM software. eSpace CC solution provides a range of functions to our customers, including cloud CC, mobile applications, and social media services. In addition, Huawei has also developed and launched several successful eSpace CC industry solutions with Huawei partners."
Huawei has established open industry laboratories with several partners around the globe to rapidly improve and develop the contact center solution, and will continue cooperating and sharing with its partners by cultivating win-win partnerships in the future.