The key factors driving Huawei's success in the contact center market are its continual leadership position in the Chinese telecom sector and its progressive business expansion into other Asian countries (& regions), such as India, the Philippines, Laos, and Hong Kong, said Shivanu Shukla, Associate Director of ICT Practice, Frost & Sullivan (Asia Pacific). Amongst all the nominees for this award, Huawei demonstrated strong business acumen and growth in the market, and the final jury unanimously decided to give the award to Huawei as a result.
According to Frost & Sullivan's latest research, Huawei has become one of Asia Pacific's emerging contact center total solutions providers. Despite an overall decline in the contact center application market across the region in 2009, Huawei still managed to maintain strong growth in this segment, growing 26.2 percent year on year in Asia Pacific.
Huawei's contact center solution embeds software customization services to meet the varying needs of customers, and it features a platform that utilizes automatic call distributors, interactive voice response, and computer telephony integration. In addition, Huawei's solution offers customers rich content center applications, such as customer service, tele-marketing/tele-sales, value added service, and multimedia self service. Huawei also provides contact center managed services, outsourcing services, consulting services, and contact center operations to help customers reduce costs and enhance the capacity of their call center operations.
Huawei is honored to have been recognized with the Frost & Sullivan Contact Center Growth Strategy Leadership Award, said Mr. Raymond Lv, General Manager of Contact Center & CRM, Huawei Software. From the moment Huawei's contact center solution was first offered to customers in 1998, our ongoing goal has been to provide our customers with an end-to-end contact center solution to help them maximize their business opportunities. This award is an acknowledgment of Huawei's existing efforts and achievements in the contact center application market, and we are eager to continue investing and innovating in order to consolidate the leadership role that we have attained.