Customer Engagement Center
Customer Engagement Center

    CEC Enables Capability Openness

    CEC Enables Capability Openness

    CEC opens all capabilities at the number and line resource layer, CPaaS communication capability layer, and CCaaS call center application layer. It supports flexible integration modes, such as web page embedding, plugin embedding, JS invoking, RESTful API, mobile SDK, and demo code framework. This openness supports the secondary development of customized enterprise call centers

    CEC opens all capabilities at the number and line resource layer, CPaaS communication capability layer, and CCaaS call center application layer. It supports flexible integration modes, such as web page embedding, plugin embedding, JS invoking, RESTful API, mobile SDK, and demo code framework. This openness supports the secondary development of customized enterprise call centers

    Price Calculator Documentation

    Function Description

    Voice Callback: One-Click Bidirectional Callback
    Product Functions

    Callback using a web page：

    1. A customer enters a mobile number on the enterprise portal, which invokes an API。

    2. CEC allocates an agent and the agent calls the customer's mobile number。

    3. The agent provides consulting services for the customer。


    One-click bidirectional callback using a customer manager app：

    1. A customer manager selects a customer on the app or in the internal CRM system to invoke an API。

    2. CEC calls the customer manager and customer at the same time, but the customer manager will not be aware of the customer’s mobile number。

    3. CEC enables the customer manager to communicate with the customer。


    Click-to-dial：

    1. An enterprise employee clicks on a customer name in the enterprise address book or CRM system。

    2. CEC receives the API invoking request from the CRM system and calls the employee and customer's mobile phone。

    3. CEC enables enterprise the employee to communicate with the customer。

    Viewing API Details

    Application Scenarios
    Applies to multiple scenarios, including the medical beauty industry, credit card consulting service, insurance sales, logistics information query, express locker information acquisition, meal delivery service query, real estate consulting, doctor-patient calling, and B2B transactions。
    Benefits
    Protects customer privacy and improves quality of customer service Responds to customer requirements in a timely manner and optimizes the customer service experience。
    Voice Notification
    Product Functions

    Scheduled reminders (such as reservation information and alarms)：

    1. An external system invokes the API to send parameters, such as the notification text message, preset recording, and called number, to CEC。

    2. CEC calls the called number according to the scheduled outbound call task (including the time, frequency, and scheduled time), and plays the announcement directly or converts the text into an announcement using the TTS。


    Event notification (such as alarms and voice verification code)：

    1. An external system invokes the API of CEC based on real-time event information (such as alarm information, text verification code, information source, and called number)。

    2. CEC schedules outbound call tasks to call users and directly plays announcements or converts texts into announcements using the TTS。

    Viewing API Details

    Application Scenarios
    Applies to multiple scenarios, including hospital registration and appointment notification, robot epidemic notification, consultation information notification, voice verification code, Elevators Connection alarm notification, water level warning notification in flood seasons, real-time scheduling arrangement of a smart center, telephone bill reminder, conference notification, logistics notification, login verification, user registration, transfer confirmation, and password retrieval。
    Benefits
    Attracts stronger customer attention than SMS (for example, in the case of an epidemic notification)。
    Customized Call Center and Agent Workbench
    Product Functions

    1.Integration with Huawei voice and video agent capabilities：provides voice and video agent capabilities of the CCaaS platform, helping online customer service partners form a complete omni-channel customer workbench。

    2.Reconstruction of the omni-channel agent workbench: Based on the CCaaS platform capability architecture, the agent management and session control capabilities are invoked to reconstruct the omni-channel agent workbench and operating window, providing an optimized agent workbench for industry customers。

    3.Robot integration: Huawei opens the human-machine conversation capability to partners' robots. Partners' customer service systems use technologies such as NLP, NLU, TU, knowledge graph, and search to analyze the context of users' conversations and reply to the conversations, completing the man-machine conversation process。

    Viewing API Details

    Application Scenarios
    Applies to multiple scenarios, including the medical beauty industry, credit card consulting service, insurance sales, logistics information query, express locker information acquisition, meal delivery service query, real estate consulting, doctor-patient calling, and B2B transactions。
    Benefits
    Sorts agent workflows and business functions based on business scenarios, provides an easy-to-use one-stop agent workbench that integrates all functions for enterprise call centers, and helps customer service partners enhance their customer service platform capabilities。

    Customized Enterprise Call Center in Secondary Development Mode

    User Side
    Product Functions

    Integration Mode

    1. JS referencing URL: Quick integration in 3 minutes. The lightweight web chat plugin of Huawei CEC is integrated or invoked using a few sentences of JS code. (The URL references the plugin page)。

    2. JS demo code framework: The CEC JS reference implementation is pre-integrated with APIs. Customers can modify the JS code to customize the frontend style, buttons, and layout。

    3. RESTful API: Huawei CEC provides APIs (for login authentication and sending and receiving messages/files), and enterprise customers can also develop frontend and backend APIs by themselves。

    Application Scenarios
    1. Provides web-based online customer service support, including text, multimedia, and location information, real-time voice and video communication, and desktop sharing。 2. Applies to online websites for all industries, including e-commerce, logistics, healthcare, and education。
    Intelligent IVR interface Traditional IVR orchestration
    Agent Side
    Agent Workbench Integration

    Enterprises can quickly and flexibly develop customized industry call centers through integration, JS plugins, and agent APIs：


    Integration Mode

    1. Screen pop-up using zero code: A third-party system page is embedded on the CEC GUI in iframe mode. When an inbound call occurs, information such as the calling and called numbers is transferred to the third-party page, and the user information about the calling number is displayed。

    2. Lightweight inbound call connection bar, JS invoking, and 3-minute integration: Huawei inbound call connection bar plugin (page) is embedded based on JS invoking。

    3. Self-developed agent (voice and video+multimedia/rich text): Based on Huawei's open agent gateway (CC-GW), a series of APIs is provided for enterprises to customize agent workbenches based on industry requirements。

    Application Scenarios
    1. Integration mode: By using zero code, enterprises can embed their CRM system pages and work order systems into the existing cloud call center。 2. Flexible integration mode: Enterprises can invoke Huawei tool bar plugins or APIs in their CRM and OA systems to customize call centers。
    Incoming call pop-up API Connection bar integration
    Enterprise IT Side
    Chatbots, Voicebots, and IVR-based Query

    Integration Mode

    1. Enterprise IT data query based on IVR flow orchestration: Enterprises can use the online intelligent IVR to design intelligent voice or text interaction service flows (chatbots or voicebots) in a visualized manner. These service flows use interfaces, such as REST or database interfaces, to access enterprise IT systems (including the CRM system and logistics order system)。

    2. Interconnection with third-party intelligent chatbots: Huawei systems use REST interfaces to interconnect with intelligent chatbots of third-party enterprises。

    Application Scenarios
    Applies to query scenarios, including self-service query of logistics order numbers and appointment numbers, as well as human-machine interaction scenarios, including air ticket and hospital appointment reservations。
    Intelligent IVR interface Traditional IVR orchestration

    Documentation and Learning Growth