• Background

Customer profile: A globally renowned camera manufacturer with a leading global market share.
Customer needs: To support market expansion and after-sales service, the customer planned to build overseas in-house call centers—delivering higher-quality customer service, developing data analytics capabilities, and providing stronger feedback loops to Sales and R&D.
Project overview: Two call centers were established across the Middle East, North Africa, and West Asia (two sites: Egypt and the UAE, 40 agent seats), along with one cloud-based customer service platform (Huawei Middle East Public Cloud).
Service coverage: 17 countries (Afghanistan, Algeria, Bahrain, Egypt, Iraq, Jordan, Kuwait, Lebanon, Libya, Morocco, Oman, Pakistan, Qatar, Saudi Arabia, Tunisia, United Arab Emirates, Yemen)

• Solution

1. Omnichannel customer service, including Voice, WhatsApp, and Webchat
2. Multilingual intelligent chatbot and knowledge base, with data statistics and analytics
3. Notifications via Voice, SMS, and Email
4. CRM integration and ticketing/work order management
5. Reporting, quality inspection/QA, and real-time monitoring
6. Customized wallboard/large-screen dashboard display

Key Challenges & Delivery Highlights

• Broad regional coverage: With a wide range of countries and regions, the solution required global number coverage (toll-free 800, 400, local landlines) and high-quality SMS routes. We integrated virtual numbers provided by CMI and locally applied numbers from the customer, and connected them through a unified access layer into the cloud customer service platform.

• Channel and AI integration: The cloud customer service platform was integrated with WhatsApp and Webchat, and connected to an AI text bot with NLP capabilities, supporting English, Arabic, and French.

• Network and communications stability: To address network connectivity challenges, we optimized server architecture and deployed in multiple locations to ensure high availability and low latency.

• Customization development: We integrated with the customer’s CRM system and delivered 14 customer-specific custom development items based on requirements.

• Wallboard display: In addition to the platform’s built-in dashboards, we also integrated and displayed data collected from external systems owned by sibling departments.

Value focus: The customer places strong emphasis on the value created by data analytics and customer feedback.