Huawei Recognized as a Representative Vendor in Gartner® Market Guide for Contact Center Infrastructure for the Fifth Consecutive Time

[Shenzhen, China, May 8, 2026] Recently, Gartner released its Market Guide for Contact Center Infrastructure, naming Huawei as one of the five representative vendors worldwide for its Artificial Intelligence Contact Center (AICC) solution. To date, Huawei has received this recognition five consecutive times, which we believe underscores the strong market position of its AICC in the global contact center landscape.

As AI continues to evolve rapidly and gain widespread adoption, Huawei AICC is driving continuous innovation. Building on traditional contact center capabilities, Huawei AICC has further integrated LLMs, multi-channel collaboration, converged video, and agile openness. Committed to delivering intelligent, video-enabled customer service solutions, Huawei AICC empowers customers to boost efficiency and enhance user experience, comprehensively shaping the future of intelligent contact centers.

Based on its domain-specific LLMs for customer service, Huawei AICC has built end-to-end intelligent capabilities, including virtual agent, agent copilot, knowledge manager copilot, multi-wave outbound call, insights agents, and intelligent quality management.

In particular, the voice virtual agent, powered by a self‑developed conversational agent engine, delivers ultra‑human‑like interactions, complex multi‑turn dialogues, and a visual SOP (Standard Operating Procedure) system that supports new business scenarios to go live within two weeks. This marks a fundamental shift for contact centers — from single‑semantic interaction to end‑to‑end business closed loop. By breaking down technological and business barriers through human‑like experiences and agile operations, Huawei AICC helps customers implement their AI strategies and achieve value optimization.

With over 30 years of experience in the contact center industry, Huawei has served a wide range of sectors, including finance, government, aviation, electric power, manufacturing and carriers. Looking ahead, Huawei will continue to work with global partners to inject an intelligent core into customer contact centers through its ever-evolving technological innovation, driving a generational leap from traditional to intelligent contact centers.