Huawei CRS

Huawei CRS

The Contact Routing Server (CRS) functions as the core middleware of the eSpace Contact Center (CC) solution. The CRS centrally routes service requests for multimedia channels, helping enterprises to deliver superb services and exceed customer expectations.
The CRS offers types of secondary development interfaces in which enterprises can integrate their data, applications, and systems. It also allows enterprises to launch, modify, and adjust services as preferred. The CRS acts like a service supermarket, providing a wide array of service components. Enterprises can choose, combine, or even edit the service components to design their very own desired service systems.

Product Characteristics

Multimedia Access

The CRS is able to centrally route service requests from multimedia channels, such as voice, email, faxing, web, and social media. With this feature, the contact center can evolve from a voice center to a multimedia center, adapting to the ever changing communication requirements of customers.
In a multimedia contact center, agents are capable of processing multimedia requests. Upon receiving service requests, the CRS routes them to the most appropriate agents based on the preset rules. The centrally routed service requests can be easily managed. Also, the usage of each agent is increased.
The contact center is certainly expected to support social media, as it permeates throughout the Internet. Huawei's contact center undoubtedly meets this expectation and the results are impressive. At present, customers can access Huawei's contact center from multiple social media sites, such as Sina Weibo and Tencent Weibo. (They are China's equivalent of Facebook or Twitter.) Contact center administrators are able to post bulletins, create search tasks, and distribute messages (messages that a microblog user directly mentioned to another microblog user, comments, direct letters, and searched messages) to agents and skill queues.

Flexible Routing Policies

The CRS can route service requests in several ways, and enterprises can choose which way best meets their needs. The typical routing policies are as follows:

  • Preset skill-based routing
  • An administrator configures a skill required to carry out a service, allocates a phone number to the skill, and assigns the skill to an agent. The assigned agent is then capable of providing the service to customers. When a customer dials the allocated phone number and accesses the contact center, the call is directed to the assigned agent. This routing policy is simple and easy-to-use.

  • Intelligent routing
  • The CRS loads and executes routing scripts in order to obtain call routing destinations. The routing scripts can be flexibly compiled by the administrator using the GUI-based script development tool. In this mode, the CRS can flexibly route calls by workday, holiday, and system load as specified in preset routing scripts.

  • Layered routing
  • The CRS categorizes customers within groups and offers differentiated services for each group, for example, providing additional services to VIP customers and automatically rejecting calls from blacklisted customers.

  • Real-time routing
  • The administrator can set the expected connection rate and minimum connection rate for each skill queue. The administrator can then compare the real-time connection rate with the two rates mentioned afore in order to flexibly adjust routing destinations. This routing policy helps the administration to improve the management efficiency.

Virtual Contact Center

On a single contact center platform, multiple logical contact centers can be created and resources (such as agents and IVR flows) can be allocated to them. This kind of logical contact center is called a virtual contact center (VCC). A VCC works the same as a standalone physical contact center. It has its own access codes, agents, IVRs, and management systems.
Some enterprises cannot afford to construct contact centers, but wish to acquire contact center services. In order to fulfill this wish, enterprises are now able to rent VCCs from the contact center carrier.

Networked Contact Center

Local contact centers work independently of each other. Each local contact center can process only local calls and share local resources. All local contact centers encounter the same problems. They are low operating efficiency, low service quality, huge waste of resources, and slow service growth. To address these problems, network-wide resource sharing and load balancing are in urgent need.
Two or more local contact centers are connected to form a networked contact center. This type of contact center supports network-wide call distribution, resource sharing, and load balancing. "One-point access, network-wide service" was an ideal which has now been implemented perfectly.

Open Third-Party Service Development Platform

The open third-party service development platform is summarized by the following features:

  • Simulative development environment
  • Offers the GUI-based simulative development environment for service development personnel to commission services.

  • Complete development documentation
  • Provides several types of secondary development interfaces (including WebService and OCX interfaces) and complete development documentation for integrators who wish to quickly develop services.

  • Multi-Channel Support
  • Opens the ISV support hotline, email, and technical forum to help integrators accelerate their service development.

Remote Disaster Recovery

For large-scale contact centers, redundancy backup for multiple sites is an important mechanism which ensures the reliable running of the contact center system. Two CRS platforms can be deployed at two separate sites in distributed mode. One CRS is referred to as the production CRS, and the other as the disaster recovery (DR) CRS. When the production CRS fails, agents registered with it are seamlessly switched to the DR center, and incoming calls are also routed by the carrier to the DR center. This mechanism ensures minimal disruption to services.
To facilitate operation and maintenance (O&M), the two CRS platforms support unified data configuration and management of O&M tools, such as the report and inspection tools.