Huawei delivers the intelligent contact centre

SPONSORED: With the growth of the cloud and the extension of the digital world, the opportunity has arisen for the evolution of the traditional contact centre, one that moves beyond simple customer service and complaint-handling, to one that communicates with customers and delivers new levels of customer satisfaction.

04 May 2022

Jay Zhou, MD of Huawei Cloud South Africa.

While the contact centre has always been a critical part of an organisation’s operations, the traditional approach has created its own share of challenges. These include bad user experiences, such as having to wait too long for an agent; the inability to unify data, so a customer calling a second time would again have to provide their data (such as name and address) to an agent; the high operational costs associated with human resources; and the limited access to service innovation, such as the implementation of interactive voice response (IVR) technology.

Huawei understands these difficulties, says Jay Zhou, MD for Huawei Cloud South Africa, suggesting that it is for this reason the company has developed a digital contact centre solution.

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