Huawei Named One of Gartner® Representative Vendors in Market Guide for Contact Center Infrastructure

[Shenzhen, China, March 20, 2025] Gartner has listed Huawei as one of representative vendors in its Market Guide for Contact Center Infrastructure, which we believe demonstrates Huawei’s outstanding innovation strength in the contact center field.

Huawei AICC integrates advanced technologies such as voice recognition, natural language processing, Pangu large language model, digital human, HD video, multi-party video, and video IVR. It utilizes intelligent and video-based methods to enhance the customer experience and intelligently improve operational efficiency.

AI enables enterprises to reduce costs and increase efficiency. LLM-powered agent copilot comprehensively improves agent efficiency and reduce AHT (Average Handling Time) by 30%. The knowledge manager copilot based on generative AI accurately generates Q&A pairs from massive documents, achieving a knowledge adoption rate of over 80% and improving the knowledge base building efficiency from weeks to days.

AICC Appliance, a full-stack intelligent customer service solution with embedded LLM and software and hardware integration, ensures data security, O&M efficiency, affordable costs, and high accuracy, helping efficient deployment of AI services.

Omni-channel facilitates customer experience improvement. Huawei Finance AICC Solution roll out a seamless service across all digital channels, including audio and video, mobile apps, social media, email, and SMS, to improve FCR (First Call Resolution) rate by 30% and comprehensively enhance customers' experience.

Openness and cooperation: Huawei AICC provides an agile and open platform, powerful tool chain, and APP market to enable partners to implement rapid secondary development, accurately meet the personalized requirements of customers in various industries, and help customers shorten the TTM (Time To Market) by 50%.

With more than 30 years of experience in the contact center field, Huawei has served more than 700,000 agents from more than 1,500 customers in the finance, government, transportation, public utilities, and carrier industries around the world. In the future, Huawei will continue to work with global partners to launch more advanced and intelligent contact center solutions to accelerate the digital intelligence era for all industries.