MKT NGCC Solution for SmartFren

As one of the largest Indonesian CDMA operator, SmartFren intends to launch a unified Call Center system to meet the market trends and improve the core competitions. Having separate call centers in two cities, SmartFren needs to choose an appropriate solution to perfectly combine the two systems together. After a long-time consideration, SmartFren finally chooses ZTE which provides configurable, flexible, unified customer contact center solution based on the NGCC technology.

ZTE NGCC Solution

ZTE NGCC is a new-type unified call center platform system based on the NGCC technology. It has the following significance:

• The NGCC architecture-based system is entirely different from traditional call center systems. It meets basic requirements when developing into digital and broadband networks.
• The NGCC system assists operators in enabling new services in NGN/3G networks and in keeping a leading position by technical and service mode innovations, and helps operators to implement information services and other comprehensive strategic goals.
• The call center system itself has capability to support NGN/3G services and needs to provide support to various NGN/3G network-based services, such as video calling and data calling.
• The NGCC solution can provide unified, flexible, configurable solution. With the operator's new requirements the solution can be modified according to the new requirements very easily and quickly.

The universal trend of call centers is from traditional voice-based call centers to multimedia ones and from a single technique to integrated techniques. ZTE ZXNGCC multimedia unified contact center system is a supporting platform with unified access, queuing, routing, and processing with the following system features:

• Any customer contact history can be viewed in the CSR screen after the end user being routed to this system by the pop up information.
• It has open and distributed network architecture. Calls are handled in a distributed manner and managed in a centralized manner.
• The fast packet core bearer network provides powerful processing capability.
• Independent network control layer.
• Diversified user contact channels.
• Unified agent platform, unified queuing and routing capability, and unified handling of various media services.
• Smooth transplant of traditional TDM systems.
• Employing Parlay API to provide unified and open interfaces.
• Perfect virtual call center support function.
• Good system openness and powerful system scalability.
• Low long-term construction costs and very flexible system.

Here is the figure of logical architecture finally provided to SmartFren for their requirements:

Figure 1　　  Logical architecture of SmartFren call center

You can see from the figure above that all the agents can register into the two call centers, one in Jakarta and one in DRC.

Customer Benefits

• Compatible with existing 2G networks, support complex 2G/3G network access and save the CAPEX.
• Smooth expansion available.
• Flexible seat arrangements. It will be very easy for SmartFren to launch more seats in other island of Indonesia.
• It will be very flexible for SmartFren to expand the current network in the future with the development of the service.
• Seats rental and service outsourcing, Call Center become the profit center. The outsourcing call center service in Indonesia is very big in the future, so the enterprise market will be very important for the operator to promote the outsourcing service in call center industry.
• Flexible deploy scheme enables SmartFren in dealing with the future market, not only the customer care call center but also the enterprise outsourcing call center market.
• Configurable architecture, SmartFren can launch any service to the subscriber in the follow-up market.