Customer Engagement Center (CEC)

Customer Engagement Center (CEC) provides omni-channel and intelligent cloud contact center services for enterprises

30+ Years of Experience in Customer Service

30+ years of industry experience, 100+ product patents, and 50+ industry partners

100% Huawei-developed

Own independent intellectual property rights with our product recognized as a financial IT application innovation customer service product by the People's Bank of China

Global Reach

1,200+ enterprise customers and 150+ carrier customers

Flexible Integration

100+ open interfaces, supporting secondary development and quick integration with internal application systems for enterprises

Recommended Products

Basic Agent
Professional Agent
Versatile Agent

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Why Huawei Cloud CEC

Highly Stable Performance for Multiple Application Scenarios

Carrier-class platform, ensuring your data security and service reliability and protecting your businesses from faults
Large capacity and high concurrency, enabling enterprises to have fast and stable network experience
Secure and trustworthy cloud call center aligned with Huawei Cloud's focus on security, stability, and quality

Nationwide Coverage, No Need to Deploy Hardware, and Quick Cloudification

Nationwide number resources, allowing enterprises to use localized numbers by region
High call connection rate, meeting the business efficiency requirements of all domains
Multi-specification and high-quality number resources for all businesses, covering all call scenarios

Flexible, Open, and Easy-to-Use Platform for Efficient Business Operations and Management

One-stop call center provisioning for enterprises without application deployment
Modular functions, which are easy to use and get started with
Visualized online flow editor, enabling enterprises to design IVR flows effortlessly

Elastic and On-demand Capacity Expansion for Lower Costs and Higher Efficiency

Adding or reducing agents based on business requirements to improve cloud service efficiency
Pay-per-use charging and flexible selection of business types, meeting customers' diversified configuration requirements
Multiple charging modes, minimizing enterprise costs

Building Efficient Call Centers for Enterprises

Video Call Center

CEC provides video capabilities for enterprise call centers, including video IVR and point-to-point video calls. This stable enterprise-level service platform enables enterprises to provide face-to-face services for customers at home, enhancing customer experience

Intelligent Robot and IVR Configuration

Business administrators can quickly customize IVR businesses and intelligent robots on the visualized configuration page (defining IVR business flows through drag-and-drop operations, using NLP corpora for AI training, using knowledge graphs, or configuring the knowledge base)

Telemarketing

Our solution, built on Huawei's 30 years of telecom expertise, enables the reuse of existing customer service agents and telemarketing agents. We also provide outbound call robots that help save agents' time, improve customer service experience, and facilitate the transition to digital customer service and marketing

Video Call Center

CEC provides video capabilities for enterprise call centers, including video IVR and point-to-point video calls. This stable enterprise-level service platform enables enterprises to provide face-to-face services for customers at home, enhancing customer experience

Intelligent Robot and IVR Configuration

Business administrators can quickly customize IVR businesses and intelligent robots on the visualized configuration page (defining IVR business flows through drag-and-drop operations, using NLP corpora for AI training, using knowledge graphs, or configuring the knowledge base)

Telemarketing

Our solution, built on Huawei's 30 years of telecom expertise, enables the reuse of existing customer service agents and telemarketing agents. We also provide outbound call robots that help save agents' time, improve customer service experience, and facilitate the transition to digital customer service and marketing

Continuous business innovation with customers

Healthlink HONGTA SECURITIES Taikang 12328 Transportation Service Supervision Hotline

Healthlink

CEC helped HealthLink build a high-quality call platform for emergency services. It provides 24/7 online call services for more than 30 cities in China, ensuring emergency channels are available anytime. All calls are recorded and can be downloaded and traced to effectively monitor the service quality。

HONGTA SECURITIES

The call platform in Hongta Securities is built on a hybrid cloud. Their own business systems (including VoiceXML IVR flows) are deployed in a local equipment room, but the RESTful interfaces are provided for CEC services. In that way, core business data can be protected and kept isolated for extra security. The private cloud of the equipment room in Hongta Securities connects to Huawei Cloud Guangzhou and Shanghai nodes using MSTP cloud private lines, so there are no single points of failure and the voice quality in the call center can be ensured。

Taikang

Taikang Life uses a cloud platform solution with private line networking (network assurance model of China Mobile dual private lines and China Telecom single private line). This solution helps Taikang Life implement distributed workplace access throughout the country but with central management and operations of their national telemarketing platform. Based on the China Mobile cloud PBX, Taikang Life obtains the national area code +95522。 In cloud service mode, Taikang Life reduces one-time CAPEX and greatly improves O&M efficiency。

12328 Transportation Service Supervision Hotline

The 12328 call system in Yunnan province is a central service supervision system in the social public welfare in the transportation industry. They use the CEC public cloud platform for unified platform deployment, distributed agent deployment, and application of the unified number in all cities and districts. This call system provides complaint reporting, information consultation, and suggestion services sectors such as highways, waterways, public transportation (including urban passenger transportation), ETC, sea search and rescue, maritime, and salvage。